Hello, and thank you for your response. I did indeed receive you notifications that my account was expiring. As I mentioned in my complaint, I went on to your website when I found out that my card had been declined, and updated the card on file. I was never prompted to re-link the new card to my domain. I received a notification that it may take some time for the new card to be used, and so I assumed it was fixed. You had my new card number, and did not use it to renew my domain.I am aware that GoDaddy is enrolled in Visa account updater (and Mastercard's version) which allows for sharing updated account information. This enables GoDaddy to get ahold of the bank and get updated billing information. So, by this situation, you should have just used the updated Visa number. A contemporary of mine[redacted], had a situation where she had a domain (yogalife.us) that was linked to an old card, and she did not want it to be renewed... so she just left it linked to the old card, hoping it would expire. Well, Go Daddy went ahead and charged a different card on file for that domain, using Visa account updater... the exact opposite of what I experienced. Clearly, Go Daddy is inconsistent in this policy, and I can't help but feel like Go Daddy deliberately did not use my new card. I have documented evidence of Lara's situation, as well as the transcript of her conversation with a service rep, Sarah, where they explain that "If auto renew is turned on, we will keep trying to renew it," even with a new card. She explained Visa updater, and that that is how Lara's card was used. Why did that not work for me?I would like Go daddy to return my domain to me, as it is clear that I changed the card and you had Visa account updater. I know you have a relationship with the current broker, and so I would appreciate your help in getting my domain back. Thank you,[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We acknowledge our error in our previous reply. Our customer is correct in that there was not a report of the email issue having been resolved. Instead, there was a note dated March 14, 2017, stating additional malicious content had been located within our customer’s website files and our customer was instructed to remove this malicious content before GoDaddy was able to repair their email reputation. Our customer purchased SiteLock on March 14, 2017. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. SiteLock has performed daily scans and has removed malware located within the directories pertaining to the website it was set up to monitor.Our customer contacted our Support Team again March 17, 2017, and was informed there still remains malicious content within their web files. As our customer has additional unrelated directories within their hosting plan pertaining to different websites, they will need to employ SiteLock on those additional websites or utilize another service of their choosing to scan all files and folders to identify and remove the malicious content. Maintaining proper website security is a customer responsibility.Additionally, in reviewing our customers SiteLock reports, SiteLock has identified an XSS vulnerability on our customer’s main website and it does not appear our customer has taken action to mitigate the vulnerability. We would encourage our customer to do so to prevent further unwanted compromises to their web files.Once or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our Customer Support Team to remove the email block on their account. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 8, 2015 during an online transaction the complainant purchased a Business Website Builder plan for a one year term. The promotional offer the complaint selected for this purchase included a domain name, Office 365 Starter Email and SSL Certificate. The complainant has expressed dissatisfaction with their websites rankings in various search engines and requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy products the complainant purchased are working as expected, furthermore their website is listed in major search engines such as Google, Bing and Yahoo. They can see this online by simply visiting Google or Yahoo and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. Google, Bing and Yahoo have all indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.The complainant may wish to add GoDaddy's Search Engine Visibility to their Website. Search Engine Visibity is a do-it-yourself tool that improves a website’s Search Engine Optimization (SEO). It helps you raise the website’s rank on search engines, to drive more traffic to a site, and improve the website’s visibility on the world’s top search engines like Google®, Bing® and Yahoo®.Should the complainant desire to cancel their GoDaddy products we will be happy to provide a refund for the time remaining on the services as an In-store credit in accordance with our Refund Policy. EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy products and services:Set Up Search Engine Visibilityhttps://www.godaddy.com/help/set-up-search-engine-visibility-15825Canc...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-productsRefund Policy https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.ICANN (the Internet Corporation for Assigned Names and Numbers), the group that allows...
GoDaddy to act as a registrar and sell domains to our customers, has made recent changes that customers must follow to validate their registrant contact information. In most cases, customers may accomplish this task online by confirming their contact information via an email sent to them. On December 2, 2016, our customer attempted to update the registrant contact information for their domains. The changes made by our customer required approval via the new email address and the previous email address. Unfortunately, our customer was unable to fully validate the changes as they no longer had access to the previous address.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Since our customer’s attempt to update their contact information, GoDaddy has updated the process for changing domain contact information to simplify it for our customers while remaining in compliance with ICANN rules. Our customer will need to resubmit any desired changes to their contact information. Once they have done so, an email will be sent to the new email address and the email address associated with their GoDaddy account. Our customer must validate the changes from both addresses.GoDaddy will not be issuing any credits. The registration fees our customer has paid GoDaddy are for the current service term. Any fees paid to another registrar for the domain registrations will extend the service term once the domains are transferred to the respective registrar.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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.
even though GoDaddy "automatically renews all domain names" because they make you check a box to not auto renew, and most people like myself miss. I did not want any of these renewed, let alone without my permission. A good company would refund the charges if indeed the customer alerted them to the fact they didn't want to continue the services. All of their alerts went to my junk mail and I don't even know my login info anymore. That is crap that companies such as GoDaddy can charge your card without any approval from customer. I did not want any renews nor do I ever want to do business with them again!!!!! Ever!!!
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 11, 2016, our customer purchased a Deluxe Managed WordPress hosting...
plan for a three year term and a domain name for a one year term via online transaction without the assistance of a Customer Care representative. Later that same day, our customer connected with our 24/7 Customer Care Center and indicated they were missing an email plan which should have been free with their hosting purchase.During the phone call with our Care representative the original hosting plan was canceled, refunded, and re-purchased for the same duration of time as the original purchase thus bringing the free email plan into the account.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At no time during the interaction with our care representative was the three year duration of time discussed beyond our customer acknowledging the amount of time and dollar amount to be refunded and re-purchased. Per GoDaddy’s Refund Policy our customer’s account is not eligible for refund. Our publicly located refund policy can be found here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ 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 additional concerns presented by our customer. GoDaddy stands by its previous response. GoDaddy provides various promotional offers to our customers however, some products may not be eligible for discounts. Our customer was informed by our support teams the discount they wanted to use was not eligible for use on their auctions purchase. Our customer can reference the original promotional offer for the restrictions and limitations of the offer in question. Lastly, should our customer have any concerns with any auctions purchase or billing concern related to an auctions purchase our customer can contact GoDaddy’s Auctions team directly at [email protected] 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 https://www.godaddy.com/legal-agreements.aspx.On September 25, 2016, our customer purchased a domain name transfer via an online...
transaction. The transfer order was for a domain they were purchasing from a third party via GoDaddy’s auction platform. The funds paid to GoDaddy were for the transfer of the domain, not the domain itself. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will refund the fees paid for the domain transfer, though we will need our customer to cancel the transfer order first. Our support staff can assist them with this process and issue a refund once the transfer is canceled within their account. As for the fees referenced in their complaint, GoDaddy is unable to address their concerns, as these fees are neither charged by nor paid to GoDaddy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy stands by its previous response. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As previously stated, the domain name for this account was set to a manual renewal setting when it was moved into the account. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference. Account management is a customer responsibility.In addition, the renewal notifications sent to the complainant prior to the domain expiration stated we will be unable to renew the domain on their behalf if the domain is set to manually renew.The domain name has followed its standard life-cycle, expired, and is still currently able to be redeemed by the complainant with the associated redemption fee. The complainant's hosting plan expired on May 27, 2015. They had disabled the automatic renewal associated with their hosting plan, instructing GoDaddy not to renew the service upon expiration. The hosting plan had been active and working as intended. We are unable to provide a refund for the hosting outside of our Refund Policy as this is a separate product from the domain name and can be used without connection to that specific domain name. The complainant may find this additional support article helpful: Recovering Expired Domain Names - https://support.godaddy.com/help/article/5018/recovering-expired-domain-namesTha...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Our customer had their auto-renewal settings turned on and the products in question renewed per those settings. GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the 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 additional concerns.We stand by our previous response and offer. While GoDaddy sent expiration notices via email prior to expiration, GoDaddy has no control over what happens to that email after it leaves our system, or how our customer's ISP or email client handles the email once received. Billing notices are sent to the email address on file as well as the email address listed for the payment method. The email address in question our customer states notices were sent to appears to be the email address listed for the payment method on the account. GoDaddy must rely upon its customers for information we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management and renewal of products is solely a customer responsibility; our customer agreed to this when making purchases with GoDaddy. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.As previously outlined in our prior response, auto-renew was turned off by our customer for the product in question. When a hosting account is cancelled, GoDaddy may retain the data for a limited time; the content is stored on servers that GoDaddy uses for disaster recovery. We do not charge a recovery fee for punitive reasons; rather the charge is for the costs our administrators take to see if the deleted content can be restored and to restore said content. 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. If our customer has their own backups as they agreed to maintain, no restore fee needs to be paid.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 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: https://www.godaddy.com/legal-agreements.aspx GoDaddy...
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 May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us. We also encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,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 the complainant.We are unable to locate an account that corresponds with the information provided by the complainant. Without being able to identify the customer account where...
the email plan in question is located, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolution. If the complainant can provide us with account specific details, we will gladly investigate their concerns further.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO[redacted]@GoDaddy.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• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn May 16, 2010 the complainant registered the domain name in question and added both our Private Registration and Business Registration services for a two-year term via an online transaction. This is for the period ending May 16, 2012.On April 2, 2012 the complainant manually renewed the domain name and Private Registration service for another one-year term via an online transaction. This is for the period ending May 16, 2013.On May 15, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Business Registration services associated with the domain in question for a one-year term and did so in a good faith effort to honor its agreements with the complainant. On April 5, 2013 the complainant manually renewed the domain name and associated Private Registration and Business Registration services for a one-year term via an online transaction. This is for the period ending May 16, 2014.On May 15, 2014 the complainant manually renewed their domain name via an online transaction and added Protected Registration services. Our Protected Registration service; which the complainant had added to their domain registration, 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 or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department. On May 15, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Certified Domain services associated with the domain name in question and did so to honor its agreements.On May 17, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name with associated Protected Registration for a two-year term and did so, honoring our agreements.The complainant contacted our 24/7 Customer Care team via phone on May 17, 2015 to dispute the renewal of the domain name with the Protected Registration service they had purchased and was informed of the steps they would need to cancel the protection. The complainant’s response to the assistance they were being provided was a physical threat towards our customer service agent. RESOLUTION:GoDaddy values the complainant’s business and has upheld its agreements in good faith and honored its terms of service.Our office has reached out to the complainant via phone to discuss their concerns and also set professional boundaries. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization that our customer has been corresponding with, the service may then be canceled.Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.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• Domain Name Registration Agreement• Website Builder Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 20, 2014 the complainant purchased GoDaddy’s Website Builder and a domain name registration, each for a one-year term, via an online transaction. This was for the period ending July 20, 2015.On July 20 and July 21, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder and domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment and the complainant was subsequently notified by email.GoDaddy sent renewal notices prior to the expiration date on:• June 20, 2015 at 4:33 AM MST (30-day domain renewal notice)• July 10, 2015 at 6:21 AM MST (10-day Website Builder renewal notice)• July 15, 2015 at 5:11 AM MST (5-day domain renewal notice)GoDaddy also sent notices after the expiration date on:• July 20, 2015 at 7:15 AM MST (first failed billing notice for Website Builder)• July 21, 2015 at 5:40 AM MST (first failed billing notice for domain registration)• July 25, 2015 at 6:39 AM MST (second failed billing for domain registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent expiration notices before and after the domain’s and Website Builder’s expiration dates via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the complainant's ISP or email client chooses to handle the email once they receive it. Account management is ultimately a customer responsibility.On July 27, 2015, the complainant’s financial institution provided updated payment information via card updater services. GoDaddy participates in card updater services supported by the complainant’s financial institution which may automatically update expired payment methods without the complainant taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On July 30, 2015 the complainant’s Website Builder was renewed for a one-year term per the complainant’s account preferences. Additionally, on August 1, 2015, the complainant’s domain name was automatically renewed for a one-year term per their account preferences.On September 22, 2015, the complainant contacted GoDaddy’s 24/7 customer care center to request a refund for the automatically renewed products. Domains automatically renewed for a one year term are refundable within 45 days of the renewal date. Any unused months of the complainant’s Website Builder product can be refunded to In-Store Credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to GoDaddy’s refund policy, we have refunded the full amount of the domain name registration and Website Builder renewals to the complainant’s original payment method, a total of $89.05. Future refunds will be provided in accordance with GoDaddy’s refund policy.EDUCATION:The complainant may find the following information helpful for future reference.Refund Policy:https://www.godaddy.com/help/refund-policy-8849About Credit Card Account Updater Programs:https://www.godaddy.com/help/about-credit-card-account-updater-programs...⇄ Renewals for Products and Services:https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]
[redacted]
Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged...
the following agreements:
• Universal Terms of Service Agreement
• Domain Name Registration Agreement
• Domain Name Proxy Agreement
The latest version of this agreement and other legal agreements may be found at: [redacted]
On December 11, 2009 our customer purchased a domain name transfer for the domain in question via an online transaction. During the same transaction, the customer added our premium Protected Registration service. One of the features of Protected Registration is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled 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.
On December 30, 2014, our customer submitted a request to have Protected Registration removed from their domain. Our support staff responded with a request for documentation proving ownership of the domain based on the information provided to us by the customer when the service was established. The customer had full control over their Registrant and Organization (business) information at the previous registrar that subsequently carried over to GoDaddy during the transfer. It is a Registrants’ (customer) responsibility to ensure accuracy of their data.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.
Additionally, our Protected Registration includes privacy service through an affiliate company, [redacted]® ([redacted]). ([redacted]).
Private registration shields a domain owner’s personal contact information within the public Whois directory by listing [redacted]'s name, mailing address, and phone number instead of the customer’s personal contact information. It appears this may be what our customer is referring to with their claim that GoDaddy entered fictitious information within their account. GoDaddy does not arbitrarily add or make changes to personal information within customer accounts. Our request for documentation was based solely on the information provided to us by the customer from within their account.
Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their account.
Education:
The following GoDaddy Support article will be helpful to our customer in canceling any unwanted product:
Canceling Products
[redacted]
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]
[redacted] ###-###-#### Phone
###-###-#### Fax
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 12, 2015, our customer purchased a domain registration via online...
transaction for a 1-year term.On March 13, 2016 and March 13, 2017; respectively, 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.GoDaddy sent renewal notices prior to the expiration date on:December 12, 2016January 11, 2017February 10, 2017February 25, 2017March 7, 2017These notices informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has connected with our customer to discuss their concerns. The domain name in question has since been canceled, the payment method within our system has been removed, and the latest transaction has been refunded in full.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 by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
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.
I have taken the information Godaddy provided to my banking institution. They did a search and the funds of $59.97 have never been credited to my account. That particular debit card has been invalid since the end of 2014. Invalid cards do not stay in their system past 6 month. TD Bank has the ARN number but a search of my account and of this number did not locate it. Per the TD bank personnel I spoke to, if it was received and not able to be put into an account, it would have been rejected immediately. GOdaddy has not provided an exact date that this was supposedly sent to my bank. I find it hard to believe that accompany of this size cannot refund a check, that their only means of a refund is to a card they knew was not valid.
Regards,
[redacted]
Hello, and thank you for your response. I did indeed receive you notifications that my account was expiring. As I mentioned in my complaint, I went on to your website when I found out that my card had been declined, and updated the card on file. I was never prompted to re-link the new card to my domain. I received a notification that it may take some time for the new card to be used, and so I assumed it was fixed. You had my new card number, and did not use it to renew my domain.I am aware that GoDaddy is enrolled in Visa account updater (and Mastercard's version) which allows for sharing updated account information. This enables GoDaddy to get ahold of the bank and get updated billing information. So, by this situation, you should have just used the updated Visa number. A contemporary of mine[redacted], had a situation where she had a domain (yogalife.us) that was linked to an old card, and she did not want it to be renewed... so she just left it linked to the old card, hoping it would expire. Well, Go Daddy went ahead and charged a different card on file for that domain, using Visa account updater... the exact opposite of what I experienced. Clearly, Go Daddy is inconsistent in this policy, and I can't help but feel like Go Daddy deliberately did not use my new card. I have documented evidence of Lara's situation, as well as the transcript of her conversation with a service rep, Sarah, where they explain that "If auto renew is turned on, we will keep trying to renew it," even with a new card. She explained Visa updater, and that that is how Lara's card was used. Why did that not work for me?I would like Go daddy to return my domain to me, as it is clear that I changed the card and you had Visa account updater. I know you have a relationship with the current broker, and so I would appreciate your help in getting my domain back. Thank you,[redacted]
Thank you for the opportunity to address our customer’s additional concerns. We acknowledge our error in our previous reply. Our customer is correct in that there was not a report of the email issue having been resolved. Instead, there was a note dated March 14, 2017, stating additional malicious content had been located within our customer’s website files and our customer was instructed to remove this malicious content before GoDaddy was able to repair their email reputation. Our customer purchased SiteLock on March 14, 2017. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. SiteLock has performed daily scans and has removed malware located within the directories pertaining to the website it was set up to monitor.Our customer contacted our Support Team again March 17, 2017, and was informed there still remains malicious content within their web files. As our customer has additional unrelated directories within their hosting plan pertaining to different websites, they will need to employ SiteLock on those additional websites or utilize another service of their choosing to scan all files and folders to identify and remove the malicious content. Maintaining proper website security is a customer responsibility.Additionally, in reviewing our customers SiteLock reports, SiteLock has identified an XSS vulnerability on our customer’s main website and it does not appear our customer has taken action to mitigate the vulnerability. We would encourage our customer to do so to prevent further unwanted compromises to their web files.Once or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our Customer Support Team to remove the email block on their account. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 8, 2015 during an online transaction the complainant purchased a Business Website Builder plan for a one year term. The promotional offer the complaint selected for this purchase included a domain name, Office 365 Starter Email and SSL Certificate. The complainant has expressed dissatisfaction with their websites rankings in various search engines and requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy products the complainant purchased are working as expected, furthermore their website is listed in major search engines such as Google, Bing and Yahoo. They can see this online by simply visiting Google or Yahoo and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. Google, Bing and Yahoo have all indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.The complainant may wish to add GoDaddy's Search Engine Visibility to their Website. Search Engine Visibity is a do-it-yourself tool that improves a website’s Search Engine Optimization (SEO). It helps you raise the website’s rank on search engines, to drive more traffic to a site, and improve the website’s visibility on the world’s top search engines like Google®, Bing® and Yahoo®.Should the complainant desire to cancel their GoDaddy products we will be happy to provide a refund for the time remaining on the services as an In-store credit in accordance with our Refund Policy. EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy products and services:Set Up Search Engine Visibilityhttps://www.godaddy.com/help/set-up-search-engine-visibility-15825Canc...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-productsRefund Policy https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,John M[redacted]Office of the CEO - [email protected][redacted]
[redacted]###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.ICANN (the Internet Corporation for Assigned Names and Numbers), the group that allows...
GoDaddy to act as a registrar and sell domains to our customers, has made recent changes that customers must follow to validate their registrant contact information. In most cases, customers may accomplish this task online by confirming their contact information via an email sent to them. On December 2, 2016, our customer attempted to update the registrant contact information for their domains. The changes made by our customer required approval via the new email address and the previous email address. Unfortunately, our customer was unable to fully validate the changes as they no longer had access to the previous address.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Since our customer’s attempt to update their contact information, GoDaddy has updated the process for changing domain contact information to simplify it for our customers while remaining in compliance with ICANN rules. Our customer will need to resubmit any desired changes to their contact information. Once they have done so, an email will be sent to the new email address and the email address associated with their GoDaddy account. Our customer must validate the changes from both addresses.GoDaddy will not be issuing any credits. The registration fees our customer has paid GoDaddy are for the current service term. Any fees paid to another registrar for the domain registrations will extend the service term once the domains are transferred to the respective registrar.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
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.
even though GoDaddy "automatically renews all domain names" because they make you check a box to not auto renew, and most people like myself miss. I did not want any of these renewed, let alone without my permission. A good company would refund the charges if indeed the customer alerted them to the fact they didn't want to continue the services. All of their alerts went to my junk mail and I don't even know my login info anymore. That is crap that companies such as GoDaddy can charge your card without any approval from customer. I did not want any renews nor do I ever want to do business with them again!!!!! Ever!!!
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 11, 2016, our customer purchased a Deluxe Managed WordPress hosting...
plan for a three year term and a domain name for a one year term via online transaction without the assistance of a Customer Care representative. Later that same day, our customer connected with our 24/7 Customer Care Center and indicated they were missing an email plan which should have been free with their hosting purchase.During the phone call with our Care representative the original hosting plan was canceled, refunded, and re-purchased for the same duration of time as the original purchase thus bringing the free email plan into the account.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.At no time during the interaction with our care representative was the three year duration of time discussed beyond our customer acknowledging the amount of time and dollar amount to be refunded and re-purchased. Per GoDaddy’s Refund Policy our customer’s account is not eligible for refund. Our publicly located refund policy can be found here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ 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 additional concerns presented by our customer. GoDaddy stands by its previous response. GoDaddy provides various promotional offers to our customers however, some products may not be eligible for discounts. Our customer was informed by our support teams the discount they wanted to use was not eligible for use on their auctions purchase. Our customer can reference the original promotional offer for the restrictions and limitations of the offer in question. Lastly, should our customer have any concerns with any auctions purchase or billing concern related to an auctions purchase our customer can contact GoDaddy’s Auctions team directly at [email protected] 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 https://www.godaddy.com/legal-agreements.aspx.On September 25, 2016, our customer purchased a domain name transfer via an online...
transaction. The transfer order was for a domain they were purchasing from a third party via GoDaddy’s auction platform. The funds paid to GoDaddy were for the transfer of the domain, not the domain itself. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will refund the fees paid for the domain transfer, though we will need our customer to cancel the transfer order first. Our support staff can assist them with this process and issue a refund once the transfer is canceled within their account. As for the fees referenced in their complaint, GoDaddy is unable to address their concerns, as these fees are neither charged by nor paid to GoDaddy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer’s additional concerns. GoDaddy stands by its previous response. While GoDaddy sent notice to our customer via email before the service's expiration date and subsequent renewal, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how our customer's ISP or email client chooses to handle the email once they receive it.Furthermore, GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their account and modify those preferences. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.As previously stated, the domain name for this account was set to a manual renewal setting when it was moved into the account. GoDaddy provides customers with full control over the manual and automatic renewal feature and they may, at any time, log into their account and modify this preference. Account management is a customer responsibility.In addition, the renewal notifications sent to the complainant prior to the domain expiration stated we will be unable to renew the domain on their behalf if the domain is set to manually renew.The domain name has followed its standard life-cycle, expired, and is still currently able to be redeemed by the complainant with the associated redemption fee. The complainant's hosting plan expired on May 27, 2015. They had disabled the automatic renewal associated with their hosting plan, instructing GoDaddy not to renew the service upon expiration. The hosting plan had been active and working as intended. We are unable to provide a refund for the hosting outside of our Refund Policy as this is a separate product from the domain name and can be used without connection to that specific domain name. The complainant may find this additional support article helpful: Recovering Expired Domain Names - https://support.godaddy.com/help/article/5018/recovering-expired-domain-namesTha...⇄ you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260[redacted] Phone[redacted] Fax
Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Our customer had their auto-renewal settings turned on and the products in question renewed per those settings. GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the 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 additional concerns.We stand by our previous response and offer. While GoDaddy sent expiration notices via email prior to expiration, GoDaddy has no control over what happens to that email after it leaves our system, or how our customer's ISP or email client handles the email once received. Billing notices are sent to the email address on file as well as the email address listed for the payment method. The email address in question our customer states notices were sent to appears to be the email address listed for the payment method on the account. GoDaddy must rely upon its customers for information we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management and renewal of products is solely a customer responsibility; our customer agreed to this when making purchases with GoDaddy. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.As previously outlined in our prior response, auto-renew was turned off by our customer for the product in question. When a hosting account is cancelled, GoDaddy may retain the data for a limited time; the content is stored on servers that GoDaddy uses for disaster recovery. We do not charge a recovery fee for punitive reasons; rather the charge is for the costs our administrators take to see if the deleted content can be restored and to restore said content. 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. If our customer has their own backups as they agreed to maintain, no restore fee needs to be paid.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 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: https://www.godaddy.com/legal-agreements.aspx GoDaddy...
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 May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:• April 20, 2016• May 5, 2016• May 15, 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.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us. We also encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,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 the complainant.We are unable to locate an account that corresponds with the information provided by the complainant. Without being able to identify the customer account where...
the email plan in question is located, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolution. If the complainant can provide us with account specific details, we will gladly investigate their concerns further.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO[redacted]@GoDaddy.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• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn May 16, 2010 the complainant registered the domain name in question and added both our Private Registration and Business Registration services for a two-year term via an online transaction. This is for the period ending May 16, 2012.On April 2, 2012 the complainant manually renewed the domain name and Private Registration service for another one-year term via an online transaction. This is for the period ending May 16, 2013.On May 15, 2012; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Business Registration services associated with the domain in question for a one-year term and did so in a good faith effort to honor its agreements with the complainant. On April 5, 2013 the complainant manually renewed the domain name and associated Private Registration and Business Registration services for a one-year term via an online transaction. This is for the period ending May 16, 2014.On May 15, 2014 the complainant manually renewed their domain name via an online transaction and added Protected Registration services. Our Protected Registration service; which the complainant had added to their domain registration, 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 or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department. On May 15, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the Certified Domain services associated with the domain name in question and did so to honor its agreements.On May 17, 2015; per the complainant's account preferences, GoDaddy was instructed to automatically renew the domain name with associated Protected Registration for a two-year term and did so, honoring our agreements.The complainant contacted our 24/7 Customer Care team via phone on May 17, 2015 to dispute the renewal of the domain name with the Protected Registration service they had purchased and was informed of the steps they would need to cancel the protection. The complainant’s response to the assistance they were being provided was a physical threat towards our customer service agent. RESOLUTION:GoDaddy values the complainant’s business and has upheld its agreements in good faith and honored its terms of service.Our office has reached out to the complainant via phone to discuss their concerns and also set professional boundaries. The complainant has been advised of what information is required to cancel the Protected Registration Service; it is their responsibility to submit this documentation. Once the proper documentation has been received and verified by the appropriate team within our organization that our customer has been corresponding with, the service may then be canceled.Education:The complainant may find the following articles helpful:What is Protected Registration? –https://support.godaddy.com/help/article/1286/what-is-protected-registrationC...⇄ Protected Registration? –https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Policy –https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.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• Domain Name Registration Agreement• Website Builder Service Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 20, 2014 the complainant purchased GoDaddy’s Website Builder and a domain name registration, each for a one-year term, via an online transaction. This was for the period ending July 20, 2015.On July 20 and July 21, 2015 respectively, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder and domain name upon expiration and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment and the complainant was subsequently notified by email.GoDaddy sent renewal notices prior to the expiration date on:• June 20, 2015 at 4:33 AM MST (30-day domain renewal notice)• July 10, 2015 at 6:21 AM MST (10-day Website Builder renewal notice)• July 15, 2015 at 5:11 AM MST (5-day domain renewal notice)GoDaddy also sent notices after the expiration date on:• July 20, 2015 at 7:15 AM MST (first failed billing notice for Website Builder)• July 21, 2015 at 5:40 AM MST (first failed billing notice for domain registration)• July 25, 2015 at 6:39 AM MST (second failed billing for domain registration)These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. While GoDaddy sent expiration notices before and after the domain’s and Website Builder’s expiration dates via email, GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the complainant's ISP or email client chooses to handle the email once they receive it. Account management is ultimately a customer responsibility.On July 27, 2015, the complainant’s financial institution provided updated payment information via card updater services. GoDaddy participates in card updater services supported by the complainant’s financial institution which may automatically update expired payment methods without the complainant taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On July 30, 2015 the complainant’s Website Builder was renewed for a one-year term per the complainant’s account preferences. Additionally, on August 1, 2015, the complainant’s domain name was automatically renewed for a one-year term per their account preferences.On September 22, 2015, the complainant contacted GoDaddy’s 24/7 customer care center to request a refund for the automatically renewed products. Domains automatically renewed for a one year term are refundable within 45 days of the renewal date. Any unused months of the complainant’s Website Builder product can be refunded to In-Store Credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to GoDaddy’s refund policy, we have refunded the full amount of the domain name registration and Website Builder renewals to the complainant’s original payment method, a total of $89.05. Future refunds will be provided in accordance with GoDaddy’s refund policy.EDUCATION:The complainant may find the following information helpful for future reference.Refund Policy:https://www.godaddy.com/help/refund-policy-8849About Credit Card Account Updater Programs:https://www.godaddy.com/help/about-credit-card-account-updater-programs...⇄ Renewals for Products and Services:https://www.godaddy.com/help/managing-renewals-for-products-and-service...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]
[redacted]
Dear Dispute Resolution Consultant
Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.
Prior to the purchase of products and services our customer acknowledged...
the following agreements:
• Universal Terms of Service Agreement
• Domain Name Registration Agreement
• Domain Name Proxy Agreement
The latest version of this agreement and other legal agreements may be found at: [redacted]
On December 11, 2009 our customer purchased a domain name transfer for the domain in question via an online transaction. During the same transaction, the customer added our premium Protected Registration service. One of the features of Protected Registration is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled 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.
On December 30, 2014, our customer submitted a request to have Protected Registration removed from their domain. Our support staff responded with a request for documentation proving ownership of the domain based on the information provided to us by the customer when the service was established. The customer had full control over their Registrant and Organization (business) information at the previous registrar that subsequently carried over to GoDaddy during the transfer. It is a Registrants’ (customer) responsibility to ensure accuracy of their data.
Resolution:
GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.
The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.
Additionally, our Protected Registration includes privacy service through an affiliate company, [redacted]® ([redacted]). ([redacted]).
Private registration shields a domain owner’s personal contact information within the public Whois directory by listing [redacted]'s name, mailing address, and phone number instead of the customer’s personal contact information. It appears this may be what our customer is referring to with their claim that GoDaddy entered fictitious information within their account. GoDaddy does not arbitrarily add or make changes to personal information within customer accounts. Our request for documentation was based solely on the information provided to us by the customer from within their account.
Our customer has completed the process of removing the Protected Registration service from their domain name. They may now cancel the domain name registration from within their account.
Education:
The following GoDaddy Support article will be helpful to our customer in canceling any unwanted product:
Canceling Products
[redacted]
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]
[redacted] ###-###-#### Phone
###-###-#### Fax
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 12, 2015, our customer purchased a domain registration via online...
transaction for a 1-year term.On March 13, 2016 and March 13, 2017; respectively, 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.GoDaddy sent renewal notices prior to the expiration date on:December 12, 2016January 11, 2017February 10, 2017February 25, 2017March 7, 2017These notices informed our customer their expiring item would be renewed in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has connected with our customer to discuss their concerns. The domain name in question has since been canceled, the payment method within our system has been removed, and the latest transaction has been refunded in full.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 by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
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.
I have taken the information Godaddy provided to my banking institution. They did a search and the funds of $59.97 have never been credited to my account. That particular debit card has been invalid since the end of 2014. Invalid cards do not stay in their system past 6 month. TD Bank has the ARN number but a search of my account and of this number did not locate it. Per the TD bank personnel I spoke to, if it was received and not able to be put into an account, it would have been rejected immediately. GOdaddy has not provided an exact date that this was supposedly sent to my bank. I find it hard to believe that accompany of this size cannot refund a check, that their only means of a refund is to a card they knew was not valid.
Regards,
[redacted]