while I did, in fact, read the ToS prior to even purchasing my domain and hosting, I also did change my settings to ensure there would not be automatic renewal. I am glad I was able to get a refund on the hosting as that was the larger payment, HOWEVER, during my phone call on the 3rd to get that refund, I was specifically told that my domain would not be renewing. And when it renewed anyway, I contacted GoDaddy within two days of the charge - so I was not outside of the supposed 45 days, even from the first call for incorrect billing. I do not believe it is impossible to refund a charge just made, as I am very familiar with PayPal and how it functions. Denying that refund is a personal company choice, not something PayPal does not allow.
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 16, 2010, the complainant purchased two .EU domain names, each for a one year term via online transaction. For .EU domain names, these domains expire on the last day of the month in which the domain was registered. For example, if the complainant registered a .EU domain name for one year on July 16, 2010, it would have expired on July 31, 2011. On July 27, 2011, the complainant manually renewed the .EU domains, each for a two year term. This is for the registration term ending July 31, 2013. On August 2, 2013, the complainant redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying an additional redemption fee for each domain. This is for the registration term ending July 31, 2014. On August 4, 2014, the complainant again redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying the additional redemption fee. This is for the registration term ending July 31, 2015.Per GoDaddy’s Domain Name Registration agreement, which the complainant acknowledged and agreed to upon conducting business with GoDaddy, certain ccTLDs (Country Code Top Level Domains) such as .EU domains, must be renewed prior to the expiration date of the domain. The renewal date of .EU domains depends on whether the domain names are set to auto-renew or manually renew. There is no grace period for .EU domain names after expiration, as the domains must be redeemed for an additional fee.If our customers enable automatic renewal for their .EU domain name(s), GoDaddy first attempts auto-renewal 10 days prior to the domain name's expiration date. If the renewal attempt fails, we re-attempt renewal five days prior to the domain name's expiration date. If the second attempt fails, we make a final attempt on the domain name's expiration date.On July 21, 2015, per the complainant’s account preferences GoDaddy was instructed to automatically renew the .EU domains and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• May 2, 2015• June 1, 2015• July 1, 2015• July 16, 2015GoDaddy also sent notices after the failed automatic renewal attempts on:• July 21, 2015• July 26, 2015• July 31, 2015These notices informed the customer their expiring item(s) were at risk of being canceled unless additional action was taken. Account management is a customer responsibility.On July 31, 2015, the complainant’s agreed and purchased term of domain registrations ended. Later that same day, the complainant contacted GoDaddy’s 24/7 Customer Care Center via online chat to renew the two .EU domain names. As the registry update had occurred for these domains prior to the complainant’s contact with our support team, the domains again lapsed into a redemption status. If a customer is manually renewing a .EU domain name, it is recommended to do so prior to its expiration date to avoid any additional associated redemption fees.The complainant was charged the cost of a one year renewal for each of the .EU domain names, and the respective redemption fees to recover the domains.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to provide the complainant with their requested refund. The complainant allowed their .EU domain name registrations to expire and lapse into a redemption status multiple times over the lifetime of their customer account due to non-renewal in a timely manner. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,
[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx. On July 20, 2016, our customer purchased GoDaddy’s Domain Buy Service...
for the domain in question during an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of the domain name registration. On that same date our customer submitted a minimum/maximum offer for the domain. GoDaddy’s Domain Buy team reached out to the current owner of the domain name in an attempt to assist in brokering a sale between the two parties. GoDaddy has continued to reach out to the owner of domain in question but has not received a reply. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy’s Domain Buy team has reached out to our customer and provided them an update on our attempts to broker a sale of the domain for them. Thank you again for the opportunity to address the concerns presented by our customer. Kind 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 Our customer...
contacted GoDaddy’s customer care teams and was properly advised that their auction purchase was not eligible for use with the discount code the customer provided. GoDaddy provides various promotional offers to our customers in for purchase of new products and renewals of existing ones. However, some products may not be eligible for discounts. Our customer can reference the original offer as these offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. Our customer did not process the payment for the domains in which they won via auction within three days. As such GoDaddy’s auctions team processed the payments for all domains won via auctions in accordance with GoDaddy Auctions Agreement which our customer agreed to upon purchasing their auction membership.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. If the customer has any concerns regarding applicable discounts specifically related to domain auctions as well as any additional concerns regarding an auction win processed on their behalf due to an auction win, the customer may contact GoDaddy’s auctions team directly at [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life) providing a particular product or service. GoDaddy has chosen to cease this particular version (version 6) of Website Builder, and have customers upgrade to the newest version of Website Builder. With this upgrade some features that were previously included have not carried over.Contrary to our customer’s understanding, adding in features that do not currently exist in the newest version of Website Builder is a time-consuming process. Extensive development and quality testing is required when adding new features to ensure that they do not cause adverse effects to the builder or our customers’ websites.Our customer has been provided other hosting options by GoDaddy’s customer care team that will provide them the desired features. They may continue to work with our customer care team by calling 480-505-8877. 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
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 Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program. The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned. In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so. Once that process had been completed, the applicable payment may then be issued. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant. Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions. Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer. 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 Our customer sold...
two domain name registrations via GoDaddy Auctions. Due to an error, our customer was paid twice, each transaction in the amount of $760.00 USD for the first domain, totaling $1,520.00 USD. In a separate correspondence, our customer had been provided the Unique Transaction ID numbers they may use to track these payouts made to their PayPal account. The proceeds requested for the second domain in the amount of $336.00 USD were held as a partial offset for the second $760.00 payment made to our customer in error. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been overpaid by GoDaddy in the amount of $424.00 USD. To expedite the return of the funds by our customer to GoDaddy, a Miscellaneous charge in the amount of $424.00 USD has been placed in the shopping cart within our customer’s GoDaddy account. To return the payment to GoDaddy our customer may complete the transaction within their shopping cart.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 August 30, 2017, per our customer’s account preferences, GoDaddy was instructed to...
automatically renew seven of our customer’s domains for a two-year term, and did so in good faith to honor agreements with our customer. GoDaddy sent renewal notices prior to the expiration date, including on July 25, and August 24, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On September 12, 2017, our customer called our Customer Care team requesting a refund for four of these domain renewals. They were properly informed that domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy acts as a broker of sorts when acquiring or renewing domain names for customers, paying the registry for registrations or renewals. GoDaddy only has a limited time in which we can request a refund as well, which is part of the basis of our Refund Policy, found here: [redacted]We also 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,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 18, 2014, the complainant purchased a cPanel hosting plan for a 1-year term. This is for the period ending November 18, 2015. The hosting plan includes free email services which the complainant had opted to use. On November 18, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the hosting service and attempted to do so in a good faith effort to honor its agreements with the complainant however, their financial institution declined payment. GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant. Contrary to the complainant's understanding, the only payment made to GoDaddy for the hosting service in question was the initial purchase on November 18, 2014. On December 8, 2015; their hosting services, including email, was canceled due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has not changed the complainant’s password for their email. Their email services were canceled when the hosting was canceled due to non-payment. If the complainant wishes to setup their email again, they will need to purchase a new email plan or purchase a new hosting plan that includes email services. Should the complainant require assistance in purchasing any GoDaddy services, they may contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 Agreement· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The complainant originally purchased a domain name online on September 23, 2008 for a two year term. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question for a two year term. We have automatically renewed the domain on September 24 2010, 2012 and 2014 and did so in a Good Faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the latest expiration date on:· June 25,2014· July 25, 2014· August 24, 2014· September 8, 2014· September 18, 2014Upon review of the account these notifications were sent to the email address provided by the complainant as part of the account setup. GoDaddy must rely upon its customers for information that we would otherwise beunaware of, such as closing of their business or use of a new email address.Account management is a complainant’s responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 21, 2014 regarding the domain renewal and to request a refund. When working with our Customer Care the complainant was assisted with updating theiraccount preferences and turning the automatic renewal setting off for the domain.The complainant did not contact our support staff regarding the charge until they were no longer eligible for a refund per our refund policy. When a domain name is renewed GoDaddy as a registrar must provide payment to the registry for thedomain and as such, we are unable to absorb the cost of a domain name renewal on the complainant’s behalf.EDUCATION:If the complainant does not wish to keep a domain’s registration, they have multiple options including selling or auctioning the domain in question. The link included below outlines options to potentially auction the domain:Understanding Go Daddy Auctions Listing Options[redacted]In addition, the following GoDaddy Support articles will be helpful in the future to the complainant for managing automatic renewal, account preferences and our refund policy:Managing Renewals for Products and Services[redacted]Managing Your Account Information:[redacted]Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
Thank you for the opportunity to address the additional concerns presented by our customer.The information available does not support our customer’s claim that they requested to not renew when GoDaddy’s care team contacted them via phone on April 22, 2015. Again, GoDaddy proactively sent renewal notices prior to the expiration dates each year informing our customer their hosting would be renewed in accordance with their account settings unless additional action was taken.While we understand this is a frustrating situation for our customer, ultimately, account management is a customer responsibility. As a one-time exception to GoDaddy’s refund policy, we have refunded the most recent renewal, a total of $68.28. The renewal from 2015 is not refund eligible.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 bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services, the complainant acknowledged and accepted the following agreements:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementCopies of the latest version of these agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 14, 2012 the complainant purchased the domain names in question via an online transaction for a two-year term.On April 7, 2014 the complainant renewed each of the domain names for an additional one-year term and also added Protected Registration services to the registrations.Our Protected Registration service; which the complainant had added to their domain registrations, is the highest level of protection for a domain name that GoDaddy offers. This 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain names from being canceled or transferred without proof of identification.On April 24, 2015 the complainant completed the process for removing the Protected Registration service from their domain names. The domain names in question are now in an expired status and may only be renewed by the complainant’s intervention.EDUCATION:The following GoDaddy Support articles might be helpful in the future to the complainant for managing products and services:Canceling Protected Registration - https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Products -https://support.godaddy.com/help/article/7468/canceling-productsWhat happens after domain names expire? -https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-e...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 August 16, 2017, our customer purchased a domain name with Private Registration for...
a one-year term via online transaction. Our customer also activated a 30-day free trial of GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. Otherwise, the product renews for one year at the end of the 30-day trial.On September 23, 2017, per our customer’s account preferences, GoDaddy automatically renewed the GoCentral in question and did so in good faith to honor agreements with our customer.On November 18, 2017 our customer contacted our GoDaddy’s Customer Care Center to request a refund for the renewal of their GoCentral plan.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will provide our customer with a refund of any unused months on the GoCentral product, however they must first cancel the product from their account. Once canceled, they can contact our office directly at [email protected] to request a refund. Future refunds will be provided in accordance with GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank 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 our customer’s additional concerns. GoDaddy stands by its previous response. The social login support feature utilizes only the user’s name and email address associated with their Facebook profile during account creation. A 4-digit PIN is also created. Our customer would have had to manually enter any other information on the account, as well as update any domain or account information they wished to utilize. Again, our customer was able to submit and verify the correct information for their domain, and appears to have updated their GoDaddy account. Account management is a customer responsibility.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 Sirs/Madam
I read your responses and I have to say I am severely
frustrated in the level of customer satisfaction.
I’m going to break it down to what my perspective is on this
situation. I have been a loyal customer and been paying for my domain name from
Godaddy since January 2013.
My issue with Godaddy you have suspended my
domain, taken money from my PayPal account and changed my account information
so my account was inaccessible.
Am I to understand after everything I have
mentioned your only reply back to me is a link to your policy page?
Am I to understand all of your paying
customer have the expectation of having a domain name they paid for in good
faith, to be transferred without consent, to another vender while Godaddy still
siphon cash, multiple times, from their bank accounts?
All of my databases are still not recovered. While I understand you cover yourself in legal terms burried in your terms of service, it still does not make this good customer service or a decent way to treat your long term customers of ten years when non payment is due to my credit card being compromised due to fraud! And to make things worse, the two Sites that I am most concerned with recovering, one of which is a site I host and manage for Free for a charitable organization are still not recovered. And I work at a tech company. The actual 'work' time of restoring a backup is a matter of minutes, not this big production that requires exorbitant charges. I currently have a ticket still open that I am still waiting to be addressed on these main two sites on one of these hosting plans. See incident ID [redacted] for more information. So at this point, not only are your restore fees ridiculous, and not only is charging them when payment wasnt received due to fraud poor customer service, but I have not received what I've paid for.
I have an organization, a Limited Liability Company that is registered as my company's name. On my domain information, SEO & Biz Hub, LLc should be my Registrant, Tech name and Admin name should be my company's name. I explained all of this to 4 different reps. It is not my fault that Godaddy did not register my information I entered in their system as my contact information. Again, the company ignored my information and only input an email address that goes to my Facebook Account I really don't use and the company made up a bogus pin number. I had no idea this company uses Facebook Credentials and completley ignore a Customer's actual Contact information. I can not have my personal name on my domain while I am trying to do business. My DBA Name and LLC is SEO & Biz Hub, LLC. It is not Patricia Johnson. This is not my fault. I need it fixed. I did everything correct...No company at all should be making up pin numbers and using an email address the a customer didn't select, just because they are going off a Facebook Account. I put all my contact information on their form to buy the domain, along with my actual email address for my company.
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 August 10, 2015, our customer purchased the domain name in question for a two year...
term via an online transaction. On August 11, 2017, per our customer's account 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 to the email address on file prior to the expiration date, including on July 11. 2017 and August 5, 2017. These notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility.On August 21, 2017, our customer contacted GoDaddy to request a refund of the renewal transaction. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. If our customer does not wish to continue their domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy
while I did, in fact, read the ToS prior to even purchasing my domain and hosting, I also did change my settings to ensure there would not be automatic renewal. I am glad I was able to get a refund on the hosting as that was the larger payment, HOWEVER, during my phone call on the 3rd to get that refund, I was specifically told that my domain would not be renewing. And when it renewed anyway, I contacted GoDaddy within two days of the charge - so I was not outside of the supposed 45 days, even from the first call for incorrect billing. I do not believe it is impossible to refund a charge just made, as I am very familiar with PayPal and how it functions. Denying that refund is a personal company choice, not something PayPal does not allow.
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 16, 2010, the complainant purchased two .EU domain names, each for a one year term via online transaction. For .EU domain names, these domains expire on the last day of the month in which the domain was registered. For example, if the complainant registered a .EU domain name for one year on July 16, 2010, it would have expired on July 31, 2011. On July 27, 2011, the complainant manually renewed the .EU domains, each for a two year term. This is for the registration term ending July 31, 2013. On August 2, 2013, the complainant redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying an additional redemption fee for each domain. This is for the registration term ending July 31, 2014. On August 4, 2014, the complainant again redeemed the .EU domain names from their expired status by purchasing a one year renewal of the domains’ registrations, and paying the additional redemption fee. This is for the registration term ending July 31, 2015.Per GoDaddy’s Domain Name Registration agreement, which the complainant acknowledged and agreed to upon conducting business with GoDaddy, certain ccTLDs (Country Code Top Level Domains) such as .EU domains, must be renewed prior to the expiration date of the domain. The renewal date of .EU domains depends on whether the domain names are set to auto-renew or manually renew. There is no grace period for .EU domain names after expiration, as the domains must be redeemed for an additional fee.If our customers enable automatic renewal for their .EU domain name(s), GoDaddy first attempts auto-renewal 10 days prior to the domain name's expiration date. If the renewal attempt fails, we re-attempt renewal five days prior to the domain name's expiration date. If the second attempt fails, we make a final attempt on the domain name's expiration date.On July 21, 2015, per the complainant’s account preferences GoDaddy was instructed to automatically renew the .EU domains and attempted to do so in a good faith effort to honor its agreements with the complainant. The complainant's financial institution declined payment(s). GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on:• May 2, 2015• June 1, 2015• July 1, 2015• July 16, 2015GoDaddy also sent notices after the failed automatic renewal attempts on:• July 21, 2015• July 26, 2015• July 31, 2015These notices informed the customer their expiring item(s) were at risk of being canceled unless additional action was taken. Account management is a customer responsibility.On July 31, 2015, the complainant’s agreed and purchased term of domain registrations ended. Later that same day, the complainant contacted GoDaddy’s 24/7 Customer Care Center via online chat to renew the two .EU domain names. As the registry update had occurred for these domains prior to the complainant’s contact with our support team, the domains again lapsed into a redemption status. If a customer is manually renewing a .EU domain name, it is recommended to do so prior to its expiration date to avoid any additional associated redemption fees.The complainant was charged the cost of a one year renewal for each of the .EU domain names, and the respective redemption fees to recover the domains.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is unable to provide the complainant with their requested refund. The complainant allowed their .EU domain name registrations to expire and lapse into a redemption status multiple times over the lifetime of their customer account due to non-renewal in a timely manner. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,
[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx. On July 20, 2016, our customer purchased GoDaddy’s Domain Buy Service...
for the domain in question during an online transaction. This service enlists GoDaddy's Domain Buy Agents to attempt to contact a current domain name registrant and attempt to negotiate a sale of the domain name registration. On that same date our customer submitted a minimum/maximum offer for the domain. GoDaddy’s Domain Buy team reached out to the current owner of the domain name in an attempt to assist in brokering a sale between the two parties. GoDaddy has continued to reach out to the owner of domain in question but has not received a reply. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy’s Domain Buy team has reached out to our customer and provided them an update on our attempts to broker a sale of the domain for them. Thank you again for the opportunity to address the concerns presented by our customer. Kind 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 Our customer...
contacted GoDaddy’s customer care teams and was properly advised that their auction purchase was not eligible for use with the discount code the customer provided. GoDaddy provides various promotional offers to our customers in for purchase of new products and renewals of existing ones. However, some products may not be eligible for discounts. Our customer can reference the original offer as these offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question. Our customer did not process the payment for the domains in which they won via auction within three days. As such GoDaddy’s auctions team processed the payments for all domains won via auctions in accordance with GoDaddy Auctions Agreement which our customer agreed to upon purchasing their auction membership.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. If the customer has any concerns regarding applicable discounts specifically related to domain auctions as well as any additional concerns regarding an auction win processed on their behalf due to an auction win, the customer may contact GoDaddy’s auctions team directly at [email protected] you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. From time to time a company must make the difficult decision to cease (End-of-life) providing a particular product or service. GoDaddy has chosen to cease this particular version (version 6) of Website Builder, and have customers upgrade to the newest version of Website Builder. With this upgrade some features that were previously included have not carried over.Contrary to our customer’s understanding, adding in features that do not currently exist in the newest version of Website Builder is a time-consuming process. Extensive development and quality testing is required when adding new features to ensure that they do not cause adverse effects to the builder or our customers’ websites.Our customer has been provided other hosting options by GoDaddy’s customer care team that will provide them the desired features. They may continue to work with our customer care team by calling 480-505-8877. 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
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 Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program. The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned. In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so. Once that process had been completed, the applicable payment may then be issued. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant. Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions. Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address the concerns presented by our customer. 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 Our customer sold...
two domain name registrations via GoDaddy Auctions. Due to an error, our customer was paid twice, each transaction in the amount of $760.00 USD for the first domain, totaling $1,520.00 USD. In a separate correspondence, our customer had been provided the Unique Transaction ID numbers they may use to track these payouts made to their PayPal account. The proceeds requested for the second domain in the amount of $336.00 USD were held as a partial offset for the second $760.00 payment made to our customer in error. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been overpaid by GoDaddy in the amount of $424.00 USD. To expedite the return of the funds by our customer to GoDaddy, a Miscellaneous charge in the amount of $424.00 USD has been placed in the shopping cart within our customer’s GoDaddy account. To return the payment to GoDaddy our customer may complete the transaction within their shopping cart.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 August 30, 2017, per our customer’s account preferences, GoDaddy was instructed to...
automatically renew seven of our customer’s domains for a two-year term, and did so in good faith to honor agreements with our customer. GoDaddy sent renewal notices prior to the expiration date, including on July 25, and August 24, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.On September 12, 2017, our customer called our Customer Care team requesting a refund for four of these domain renewals. They were properly informed that domains automatically renewed for multiple years must be canceled within 5 days of renewal to be refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy acts as a broker of sorts when acquiring or renewing domain names for customers, paying the registry for registrations or renewals. GoDaddy only has a limited time in which we can request a refund as well, which is part of the basis of our Refund Policy, found here: [redacted]We also 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,Mike L[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 18, 2014, the complainant purchased a cPanel hosting plan for a 1-year term. This is for the period ending November 18, 2015. The hosting plan includes free email services which the complainant had opted to use. On November 18, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew the hosting service and attempted to do so in a good faith effort to honor its agreements with the complainant however, their financial institution declined payment. GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant. Contrary to the complainant's understanding, the only payment made to GoDaddy for the hosting service in question was the initial purchase on November 18, 2014. On December 8, 2015; their hosting services, including email, was canceled due to non-payment. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy has not changed the complainant’s password for their email. Their email services were canceled when the hosting was canceled due to non-payment. If the complainant wishes to setup their email again, they will need to purchase a new email plan or purchase a new hosting plan that includes email services. Should the complainant require assistance in purchasing any GoDaddy services, they may contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260
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 Agreement· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The complainant originally purchased a domain name online on September 23, 2008 for a two year term. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question for a two year term. We have automatically renewed the domain on September 24 2010, 2012 and 2014 and did so in a Good Faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the latest expiration date on:· June 25,2014· July 25, 2014· August 24, 2014· September 8, 2014· September 18, 2014Upon review of the account these notifications were sent to the email address provided by the complainant as part of the account setup. GoDaddy must rely upon its customers for information that we would otherwise beunaware of, such as closing of their business or use of a new email address.Account management is a complainant’s responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complaint first contacted our Customer Care Center on November 21, 2014 regarding the domain renewal and to request a refund. When working with our Customer Care the complainant was assisted with updating theiraccount preferences and turning the automatic renewal setting off for the domain.The complainant did not contact our support staff regarding the charge until they were no longer eligible for a refund per our refund policy. When a domain name is renewed GoDaddy as a registrar must provide payment to the registry for thedomain and as such, we are unable to absorb the cost of a domain name renewal on the complainant’s behalf.EDUCATION:If the complainant does not wish to keep a domain’s registration, they have multiple options including selling or auctioning the domain in question. The link included below outlines options to potentially auction the domain:Understanding Go Daddy Auctions Listing Options[redacted]In addition, the following GoDaddy Support articles will be helpful in the future to the complainant for managing automatic renewal, account preferences and our refund policy:Managing Renewals for Products and Services[redacted]Managing Your Account Information:[redacted]Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.
Thank you for the opportunity to address the additional concerns presented by our customer.The information available does not support our customer’s claim that they requested to not renew when GoDaddy’s care team contacted them via phone on April 22, 2015. Again, GoDaddy proactively sent renewal notices prior to the expiration dates each year informing our customer their hosting would be renewed in accordance with their account settings unless additional action was taken.While we understand this is a frustrating situation for our customer, ultimately, account management is a customer responsibility. As a one-time exception to GoDaddy’s refund policy, we have refunded the most recent renewal, a total of $68.28. The renewal from 2015 is not refund eligible.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 bringing this matter to our attention. We have reviewed the complainant’s correspondence and would like to present the following.Upon purchase of services, the complainant acknowledged and accepted the following agreements:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementCopies of the latest version of these agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 14, 2012 the complainant purchased the domain names in question via an online transaction for a two-year term.On April 7, 2014 the complainant renewed each of the domain names for an additional one-year term and also added Protected Registration services to the registrations.Our Protected Registration service; which the complainant had added to their domain registrations, is the highest level of protection for a domain name that GoDaddy offers. This 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.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised; keeping the domain names from being canceled or transferred without proof of identification.On April 24, 2015 the complainant completed the process for removing the Protected Registration service from their domain names. The domain names in question are now in an expired status and may only be renewed by the complainant’s intervention.EDUCATION:The following GoDaddy Support articles might be helpful in the future to the complainant for managing products and services:Canceling Protected Registration - https://support.godaddy.com/help/article/1292/canceling-protected-registratio...⇄ Products -https://support.godaddy.com/help/article/7468/canceling-productsWhat happens after domain names expire? -https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-e...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
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 August 16, 2017, our customer purchased a domain name with Private Registration for...
a one-year term via online transaction. Our customer also activated a 30-day free trial of GoCentral, GoDaddy’s proprietary online website builder. During the trial period, customers can select to renew the product on a yearly or monthly basis. If our customers wish to extend the site monthly, they can purchase a one-month term prior to the expiration of the 30 days. Otherwise, the product renews for one year at the end of the 30-day trial.On September 23, 2017, per our customer’s account preferences, GoDaddy automatically renewed the GoCentral in question and did so in good faith to honor agreements with our customer.On November 18, 2017 our customer contacted our GoDaddy’s Customer Care Center to request a refund for the renewal of their GoCentral plan.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a one-time exception to GoDaddy’s Refund Policy, we will provide our customer with a refund of any unused months on the GoCentral product, however they must first cancel the product from their account. Once canceled, they can contact our office directly at [email protected] to request a refund. Future refunds will be provided in accordance with GoDaddy’s Refund Policy: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank 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 our customer’s additional concerns. GoDaddy stands by its previous response. The social login support feature utilizes only the user’s name and email address associated with their Facebook profile during account creation. A 4-digit PIN is also created. Our customer would have had to manually enter any other information on the account, as well as update any domain or account information they wished to utilize. Again, our customer was able to submit and verify the correct information for their domain, and appears to have updated their GoDaddy account. Account management is a customer responsibility.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 Sirs/Madam
I read your responses and I have to say I am severely
frustrated in the level of customer satisfaction.
I’m going to break it down to what my perspective is on this
situation. I have been a loyal customer and been paying for my domain name from
Godaddy since January 2013.
My issue with Godaddy you have suspended my
domain, taken money from my PayPal account and changed my account information
so my account was inaccessible.
Am I to understand after everything I have
mentioned your only reply back to me is a link to your policy page?
Am I to understand all of your paying
customer have the expectation of having a domain name they paid for in good
faith, to be transferred without consent, to another vender while Godaddy still
siphon cash, multiple times, from their bank accounts?
All of my databases are still not recovered. While I understand you cover yourself in legal terms burried in your terms of service, it still does not make this good customer service or a decent way to treat your long term customers of ten years when non payment is due to my credit card being compromised due to fraud! And to make things worse, the two Sites that I am most concerned with recovering, one of which is a site I host and manage for Free for a charitable organization are still not recovered. And I work at a tech company. The actual 'work' time of restoring a backup is a matter of minutes, not this big production that requires exorbitant charges. I currently have a ticket still open that I am still waiting to be addressed on these main two sites on one of these hosting plans. See incident ID [redacted] for more information. So at this point, not only are your restore fees ridiculous, and not only is charging them when payment wasnt received due to fraud poor customer service, but I have not received what I've paid for.
I have an organization, a Limited Liability Company that is registered as my company's name. On my domain information, SEO & Biz Hub, LLc should be my Registrant, Tech name and Admin name should be my company's name. I explained all of this to 4 different reps. It is not my fault that Godaddy did not register my information I entered in their system as my contact information. Again, the company ignored my information and only input an email address that goes to my Facebook Account I really don't use and the company made up a bogus pin number. I had no idea this company uses Facebook Credentials and completley ignore a Customer's actual Contact information. I can not have my personal name on my domain while I am trying to do business. My DBA Name and LLC is SEO & Biz Hub, LLC. It is not Patricia Johnson. This is not my fault. I need it fixed. I did everything correct...No company at all should be making up pin numbers and using an email address the a customer didn't select, just because they are going off a Facebook Account. I put all my contact information on their form to buy the domain, along with my actual email address for my company.
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 August 10, 2015, our customer purchased the domain name in question for a two year...
term via an online transaction. On August 11, 2017, per our customer's account 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 to the email address on file prior to the expiration date, including on July 11. 2017 and August 5, 2017. These notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was taken. Furthermore, GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility.On August 21, 2017, our customer contacted GoDaddy to request a refund of the renewal transaction. Their request was denied in accordance with our Refund Policy. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to review and manage their account settings to prevent further unwanted renewals. If our customer does not wish to continue their domain’s registration, they may consider other options, such as listing it in a domain auction or even canceling the domain’s registration. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[redacted]Office of the CEO - GoDaddy