Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOn January 15, 2015 our customer registered a domain for a 1-year term and purchased a hosting plan for a one-month term via online transaction. In a separate transaction our customer purchased an email plan for a one-month term via online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew each service upon their respective expiration date(s) and did so in a good faith effort to honor its agreements with the customer. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.Contrary to our customer’s understanding, our records do not indicate any contact between our customer and GoDaddy’s customer care team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may contact our billing department directly to further assist them with any applicable refunds. Local contact information for international customers can be found at https://godaddy.com/contact-us.aspxThank 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• Auctions Membership Agreement• Domain Name Registration Agreement• Hosting Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On May 8, 2009, the complainant purchased a domain backorder via online purchase in their customer account. Included in this purchase was a one year membership to GoDaddy’s auction site at no charge. Per the complainant’s account preferences, this membership automatically renewed yearly on the renewal date between years 2010 to 2012. The complainant manually renewed this product with a GoDaddy customer care agent on May 15, 2013, and the product then again automatically renewed per the complainant’s account preferences on May 18, 2014.On May 16, 2009, the complainant purchased GoDaddy’s economy tier Linux shared hosting account for a one year term during an interaction with a GoDaddy customer care agent. This product was manually renewed for one year (prior to the actual expiration of May 16, 2010) on January 13, 2010 during a call with GoDaddy’s customer care. The hosting account subsequently automatically renewed in 2011 for a one year term per the complainant’s account preferences. The complainant then manually renewed the hosting account with assistance from GoDaddy’s customer care on January 18, 2012 and May 15, 2013, each for one year terms. The complainant’s hosting account automatically renewed per their account preferences on May 16, 2014 for a one year term. On May 1, 2015, the complainant manually renewed the hosting account in question for a one year term with assistance from GoDaddy’s customer care.On January 13, 2010 the complainant also registered an Unlimited Email plan for a one year term with assistance from GoDaddy’s customer care. This email plan automatically renewed per the complainant’s account preferences on its renewal date in 2011 for a one year term. On January 18, 2012, the complainant then manually renewed the email plan for a one year term (while concurrently renewing their Linux hosting as outlined above) with assistance from GoDaddy’s customer care. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the email plan in question on January 13, 2013 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired and in turn, GoDaddy was unable to renew the product. As the product was not renewed in a timely manner, it eventually expired and was canceled from the account on February 2, 2013. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On February 4, 2013, the complainant then purchased a new email plan for a two year term with assistance from GoDaddy’s customer care. Per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question on February 4, 2015 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired, and again GoDaddy was unable to renew the product. Again, GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.When products are purchased our customers have the option to select the length of term, and GoDaddy will send out email notifications prior to the renewal of these products. We also provide the option to automatically renew products on behalf of our customers to help ensure their products stay active. We also provide receipts from any transactions made in the account in addition to providing a list of active products in the account and their subsequent renewal dates for reference at any time when a customer logs into their account. 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 provides customers with full control over the automatic renewal settings within their account. GoDaddy also sent the complainant email notifications of the pending renewals prior to attempting renewal actions as directed by the complainant.While the complainant’s domains are registered through 2019 and 2020 as they have stated, these domains are separate products from the complainant’s hosting and email plans. The complainant has purchased a new email plan, and has also renewed their shared hosting account, each for one year terms. Typically GoDaddy can attempt to restore emails for our customers in the case of a canceled email account; however the backups that GoDaddy restores from are only available for 14 rolling calendar days. As the complainant’s email plan was canceled on February 24, 2015, no backups would be available, other than any the complainant may have independently saved. GoDaddy’s email accounts are not intended for archival purposes.EDUCATION:The complainant may wish to use a third-party email client as a possible method to independently back up their emails.The following support articles may be helpful to the complainant:Email Client Tutorials:[redacted]Kindest Regards,[redacted] [redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Microsoft Office Terms of Use• The latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspx.On January 28, 2015 one day after purchasing their Domain Name the complainant cancelled it. At that time a refund was processed as an in-store credit as agreed to by the complainant. The complainant has subsequently requested a cash disbursement of this in-store credit.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a refund to their original payment method for the transaction dated January 28, 2015. This refund is for $11.34 and may require 5 to 7 days to reflect at their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.https://support.godaddy.com/help/article/8849/refund-policyThank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[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 October 27, 2014 our customer purchased a Premium SiteLock plan for a...
one-year term. That plan has been renewed each year since. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. Maintaining proper website security is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The renewal of the SiteLock plan would not result in a change to settings pertaining to virus or malware removal. Per our customer’s settings the feature which automatically removes malware (SMART) is set to “never run”. The scans have also resulted in 171 unread emails letting our customer know of issues with malware injections and files being updated. Upon review of the website in question it was found our customer utilized a free third party WordPress theme and customized it. Over time that theme was not updated and became a security issue. The last update made to the theme involved was in May 2015. Due to a lack of regular updates to security, the theme became vulnerable to attack and has resulted in allowing for corruption to website files for several sites found on the same hosting plan.GoDaddy does not reimburse fees paid to third party providers and the SiteLock plan in question is not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" domain names the complainant has attempted to...
register. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.According to the public WHOIS directory, the domain YOKE.COM has been registered since August 28, 1998, and the domain BUGSHOT.COM has been registered since November 28, 2005. The complainant may wish to connect with the current registrants to inquire about possible sale or transfer of the domain.GoDaddy will not transfer either domain to the complainant. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrants or find another, unregistered domain name that is suitable for their purposes.EDUCATION:The complainant may also find these GoDaddy support articles useful:What is Domain Buy Service? -https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap -https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank 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
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.
godaddy claims no responsibility for their weak ssl or their lack of knowledge on how to to fix the problem. I have spent countless hours working on my website only to still have it unproductive. I was making over $2000 a month in ecommerce before they installed my new ssl. My site was secure before the renewed ssl & orders were placed several times a day. Because it was unsecured for a month I have lost customers & income. I had to get a second job to compensate for the loss. Godaddy had me remove all my product photos (that have been on the site all last year) from my paid for business website to make it secure. Im at a loss how they can get away with treating me like this. Ive been using their service since 2009. Im not happy. Im going to contact my attorney and possibly file a law suit.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.As previously stated, our customer will need to connect with our Facelift team directly at [redacted]@godaddy.com for assistance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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 October 12, 2015, the complainant created a new account and purchased three domain name registrations via an online transaction, each for a one-year term. On October 13, 2015, twelve additional domain name registrations were purchased online, also for a one-year term. GoDaddy takes its commitment to consumer protection very seriously. As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases when there is a legitimate concern.Due to suspicious information used by the complainant for the transactions, our Verification Office attempted to connect with the complainant on October 17, 2015 via phone to confirm the purchases were authorized. The phone information provided to GoDaddy by the complainant appears to be invalid and our attempts to connect were unsuccessful. As such and in conjunction with our Universal Terms of Service Agreement. identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on October 17, 2015. Additionally, the transactions have been refunded in full to the original payment method(s), and the domain name registrations removed. For reinstatement of the account and associated products, we encourage the complainant to work with our Verification Office. Upon receipt of the requested documentation, the status of the account will be re-evaluated.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[redacted]Scottsdale, AZ 85260
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the customer. We have reviewed this matter and would like to present the following. The customer acknowledged and agreed to the following agreements upon conducting business...
with GoDaddy:· Universal Terms of Service· Domain Name Registration AgreementThese agreements can be found at:[redacted]
There are two groups of domains that are in a redemption status. The first group, our customer originally purchased the domain names online on December 09, 2009 for a one year term. Our customer renewed the domains online within their GoDaddy account in November 2010 for a one year term. In November of 2011 our customer again renewed the domains online but for a two year term. On December 2, 2013, per the customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question for a one year term and did so in a Good Faith effort to honor its agreements with the customer. On March 6, 2014, our customer turned off the auto renew for the domains. As such when the domains were due for renewal on December 2, 2014, per our customers account preference we did not auto renew them and the customer would need to take action by renewing online or calling our customer care for assistance.There is also a second group of domains that have expired and are in a redemption status. The customer originally purchased the domains online on December 5, 2012 via online for a one year term. On December 6, 2013 per our customers account preferences the domains auto renewed for a one year term. On December 1, 2014 our customer turned off the auto renew on these domains. As such on December 5, 2014, the domains were not renewed per our customers account preferences. Due to domains being on manual renew it does require action by our customer.GoDaddy sent multiple expiration notices before and after the domain's expiration date to the email address provided by our customer. Account management and renewal of domains is solely a customer responsibility. On January 12, 2015, the customer contacted our 24/7 customer care and spoke with a supervisor who offered to waive half of the redemption fee as a courtesy gesture however, our customer declined the offer.At this time, our office spoke with the customer and assisted with recovering the domains at the registration price and as a courtesy waived the redemption fees.Resolution:GoDaddy acted in good faith to uphold its agreements with our customer. Our office has spoken with the customer and resolved the matter. Should our customer have further questions or concerns they may reach us directly at ###-###-####.Education: Managing Your AccountInformation[redacted]
Managing Payment Methods[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer. Thanks, [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 5, 2016, our customer registered three domains for a 2-year term via...
online transaction. With the domains purchased, our customer received three “Get Found Starter” plans for respective two year term at no cost. The Get Found plans in question were renewed automatically for an additional 2-year term after their initial free period on January 5, 2016, per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Notices were sent about the pending renewal on the following dates:• October 10, 2016• November 6, 2016• December 6, 2016• December 21, 2016• December 31, 2016RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy customers have the opportunity to review their shopping cart multiple times before completing transactions, and our customer had the opportunity to remove the Get Found plans prior to checkout.Our customer contacted GoDaddy support teams on February 7, 2016, to request a refund of the Get Found renewals, and was properly informed they were no longer refund-eligible. 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 concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* Universal Terms of Service Agreement* Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On May 12, 2014, our customer purchased a Business Website Builder plan and a Search Engine Visibility plan for a one-year term via an online transaction. This is for the period ending May 12, 2015. On May 12, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the services upon expiration and attempted to do so in a good faith effort to honor its agreements with the customer. However, the customer's financial institution declined payment and our customer was notified of the failed transaction via email.GoDaddy sent a renewal notice prior to the expiration of these services on May 2, 2015. This notice 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 both May 12, 2015 and May 13, 2015 respectively, members of our Customer Care team attempted to connect with our customer to discuss the failed renewal attempts and provide any account assistance that may have been requested. Both attempts to connect with our customer were unsuccessful. Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On May 21, 2015, per our customer's account preferences, GoDaddy successfully renewed the Search Engine Visibility service in question for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 22, 2015, per our customer's account preferences, GoDaddy successfully renewed the Website Builder service in question for another one-year term and did so to honor its agreements with the customer.Our customer did not contact our Customer Care teams prior to submitting their correspondence to the Revdex.com.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Specifically, GoDaddy renewed our customer's services upon expiration per their account preferences.Our office has been unsuccessful in connecting with our customer to discuss their concerns. The Website Builder and Search Engine Visibility services in question are currently eligible for a refund per our Refund Policy, provided our customer cancels the services within 45 days of the renewal date. Our Customer Care team is available at ###-###-#### or by chat by visiting [redacted] should our customer require assistance with cancellation of the service and to request a refund.EDUCATION:For future reference, our customer may find the following support articles helpful:Canceling Products -[redacted]Managing Renewals for Products and Services - [redacted]Refund Policy - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Best Regards,[redacted]Office of the CEO - GoDaddy
The response from GoDaddy is disingenuous. The business practices employed by GD , as noted in my initial complaint, are at best suspect and at worst fraudulent. GoDaddy has received multiple complaints about the particular practice of preventing full cancellation of service based on an added "protection" on an account which prevents the customer from ending the billing of services no longer in use. And, the billing done in multiple month increments means the customer is unaware that the canceled services are still secretly being billed until a credit card charge appears. Customer Service follows a script to attempt to place blame on the customer for not understanding a complicated and convoluted cancellation process which, after multiple calls to customer service, takes several additional steps beyond the original cancellation page on the GoDaddy account page. Following the process on the account page does not actually cancel the billing. I am one of many, many customers who have incurred billing charges after the cancellation process, so it is suspect that GD has not taken steps to clarify the cancellation process and ensure that the customer's billing ends with the end of the service (and not hold the account hostage under the guise of providing "protection" against "cancellation mistakes".)
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 22, 2013 the complainant purchased a Website Builder plan and a domain name registration, each for a one-year term. This is for the period ending December 22, 2014.On December 22, 2014, per the complainant’s account preferences, GoDaddy was instructed to automatically renew their Website Builder service and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent a renewal notice prior to the expiration date on December 15, 2014. This notice informed the complainant their expiring item would be renewed in accordance with their account settings. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Per our Refund Policy, the renewal transaction was refundable if the product was canceled within 45-days of the renewal date. However; instead of contacting our 24/7 Customer Care teams for assistance, the complainant chose to dispute the service charge with their financial institution. Per our Terms of Service, the associated service has been suspended the automatic renewal preference has been disabled. Additionally, the applicable funds have been returned to the associated payment method. The complainant may cancel the service at any time from within their account.Education:F[redacted]Thank you 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.com[redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. Emails were not received from either the email address associated with the customer’s GoDaddy account, or the email address associated to this complaint. Again, GoDaddy discontinued email-based support in April 2014, and our customer should not have had an expectation of a response if an email was sent to non-support venues.Furthermore, upon review of the website in question, it appears to be resolving with no issues at this time.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 concerns presented by our customer.We have reviewed this matter and would like to present the following.Upon purchase of the domain names in question, the customer acknowledged the following...
agreements:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements and other legal agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 29, 2004 our customer registered the domain name in question for a one-year term.This was for the period ending April 29, 2005.On April 30, 2005 our customer manually renewed the domain name registration for a one-year term via an online transaction. This is for the period ending April 29, 2006.On May 5, 2006 our customer manually renewed the domain name registration for a two-year term via an online transaction. This is for the period ending April 29, 2008.From April 30, 2008 through May 1, 2014; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 1, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so to honor its agreements with the customer however, the customer's financial institution declined payment.GoDaddy sent renewal notices prior to the expiration date on:· January 30, 2015· March 1, 2015· March 31, 2015· April 15, 2015· April 25, 2015GoDaddy also sent notices after the expiration date following each of three separate failed auto-renewal attempts. These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.GoDaddy sent these notices after the expiration date on· May 1, 2015· May 5, 2015· May 12, 2015GoDaddy provides our customers the ability to maintain multiple payment methods within an account. Customers must associate their desired payment method(s) with the specific product or service. GoDaddy will not attempt to utilize a payment method without authorization.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name.EDUCATION:The customer may find the following GoDaddy support articles useful: What happens after domain names expire - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ Payment Methods for Renewing Products - https://support.godaddy.com/help/article/5237/updating-payment-methods-for-renew...⇄ Designating an Alternate Payment Method - https://support.godaddy.com/help/article/724/designating-an-alternate-payment-me...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address our customer’s additional concerns. On February 27, 2017, our customer contacted our Customer Care team stating their website ceased to function. As our customer had not redirected their domain’s DNS settings from their web developer’s existing hosting plan to the new plan, it was at that time when it was determined the migration of the data from the previous, existing hosting plan to our customer’s new hosting plan. GoDaddy's technical support staff worked to resolve the technical issues our customer experienced. Per our terms of service, to which our customer agreed, it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. GoDaddy is unable to build a website for our customer at no cost. If our customer had not maintained backups of their data, is unable to recover their files from their previous web developer, and would like GoDaddy to build a website for them, they may wish to enlist the services of GoDaddy’s Professional Website Design team. Our customer would be required to submit information including images and text for the website to our design team before the site can be built. Our customer may review the details of this service by visiting the page at https://www.godaddy.com/websites/web-design. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 23, 2015 the complainant was contacted by our Network Violations Team with regards to their hosting plan over utilizing the CPU resources within the shared hosting environment they were on. Specifically, the hosting plan had exceeded the maximum 1,024 file/folder limitation per directory which, if not addressed, may adversely impact the performance of global maintenance operations. Improper directory configuration causes file system latency, which impacts not only the complainant’s website but other customer websites on the same server. The complainant maintained full access to their hosting space to allow them to address the matter and was informed their hosting account would be reviewed again on January 28, 2015. The notice informed the complainant that on that date, if they have not brought their files per directory into compliance, their hosting plan would be suspended. Account management is a customer responsibility.On January 28, 2015, due to the serious nature of this situation and lack of action and response from the complainant, it was necessary to suspend their hosting account to protect our network and its usage for other customers. FTP access remained available to the complainant to allow them access to their files and address the matter. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant's hosting account has the potential to have a negative impact on our servers and other customers. GoDaddy’s technical support staff has provided the complainant with information pertaining to their directories in violation. Once the complainant has reduced the number of files within their hosting directories to acceptable limits their hosting plan may be re-instated. EDUCATION:The complainant may find this GoDaddy support article useful.How many files can a shared hosting director hold? –https://support.godaddy.com/help/article/4261Regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Godaddy's statement that they informed me that they would trouble shoot the matter if I would provide them the original message is ridiculous. They must not have read the chatsupport record in regard to this matter. I have also recently provided to the company an email message header for a message that took 3 weeks in delivery. This was a separate issue provided to Godaddy to assist them in ferreting out their problems in the email area. The issue regarding my complaint of non-delivery of several messages has not been addressed, nor have they addressed the continued insistence on their part that I must resolve the issue with the receiving end of the messages.
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 August 3, 2012, our customer purchased a domain name with Protected Registration...
services and Certified Domain for a five-year term via online transaction.On August 3 and 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for an additional five-year term and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent renewal notices prior to the expiration dates on July 19, 2017 and July 29, 2017 as well as order confirmation emails on August 3, 2017 and August 4, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has canceled the Protected Registration Services package and as a result, we have issued a full refund in the amount of $164.85. If our customer cancels the Certified Domain service, we will issue a full refund in the amount of $24.95. Given the allotted refund time frame of five days on multi-year domain name renewals, the domain name itself is not eligible for refund. This is a restriction placed by the .COM Registry which GoDaddy must adhere to. Our customer may wish to place the domain for sale on the domain name auction site of their choice. Information pertaining to GoDaddy’s Auction site can be found at https://auctions.godaddy.comThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...
https://www.godaddy.com/legal-agreements.aspxOn January 15, 2015 our customer registered a domain for a 1-year term and purchased a hosting plan for a one-month term via online transaction. In a separate transaction our customer purchased an email plan for a one-month term via online transaction.Per our customer's account preferences, GoDaddy was instructed to automatically renew each service upon their respective expiration date(s) and did so in a good faith effort to honor its agreements with the customer. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.Contrary to our customer’s understanding, our records do not indicate any contact between our customer and GoDaddy’s customer care team.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer may contact our billing department directly to further assist them with any applicable refunds. Local contact information for international customers can be found at https://godaddy.com/contact-us.aspxThank 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• Auctions Membership Agreement• Domain Name Registration Agreement• Hosting Agreement• Workspace Service AgreementThe latest version of these agreements can be found at: [redacted]On May 8, 2009, the complainant purchased a domain backorder via online purchase in their customer account. Included in this purchase was a one year membership to GoDaddy’s auction site at no charge. Per the complainant’s account preferences, this membership automatically renewed yearly on the renewal date between years 2010 to 2012. The complainant manually renewed this product with a GoDaddy customer care agent on May 15, 2013, and the product then again automatically renewed per the complainant’s account preferences on May 18, 2014.On May 16, 2009, the complainant purchased GoDaddy’s economy tier Linux shared hosting account for a one year term during an interaction with a GoDaddy customer care agent. This product was manually renewed for one year (prior to the actual expiration of May 16, 2010) on January 13, 2010 during a call with GoDaddy’s customer care. The hosting account subsequently automatically renewed in 2011 for a one year term per the complainant’s account preferences. The complainant then manually renewed the hosting account with assistance from GoDaddy’s customer care on January 18, 2012 and May 15, 2013, each for one year terms. The complainant’s hosting account automatically renewed per their account preferences on May 16, 2014 for a one year term. On May 1, 2015, the complainant manually renewed the hosting account in question for a one year term with assistance from GoDaddy’s customer care.On January 13, 2010 the complainant also registered an Unlimited Email plan for a one year term with assistance from GoDaddy’s customer care. This email plan automatically renewed per the complainant’s account preferences on its renewal date in 2011 for a one year term. On January 18, 2012, the complainant then manually renewed the email plan for a one year term (while concurrently renewing their Linux hosting as outlined above) with assistance from GoDaddy’s customer care. Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the email plan in question on January 13, 2013 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired and in turn, GoDaddy was unable to renew the product. As the product was not renewed in a timely manner, it eventually expired and was canceled from the account on February 2, 2013. GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On February 4, 2013, the complainant then purchased a new email plan for a two year term with assistance from GoDaddy’s customer care. Per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan in question on February 4, 2015 and attempted to do so in a Good Faith effort to honor its agreements with the customer. The payment method associated with this product had expired, and again GoDaddy was unable to renew the product. Again, GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.When products are purchased our customers have the option to select the length of term, and GoDaddy will send out email notifications prior to the renewal of these products. We also provide the option to automatically renew products on behalf of our customers to help ensure their products stay active. We also provide receipts from any transactions made in the account in addition to providing a list of active products in the account and their subsequent renewal dates for reference at any time when a customer logs into their account. 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 provides customers with full control over the automatic renewal settings within their account. GoDaddy also sent the complainant email notifications of the pending renewals prior to attempting renewal actions as directed by the complainant.While the complainant’s domains are registered through 2019 and 2020 as they have stated, these domains are separate products from the complainant’s hosting and email plans. The complainant has purchased a new email plan, and has also renewed their shared hosting account, each for one year terms. Typically GoDaddy can attempt to restore emails for our customers in the case of a canceled email account; however the backups that GoDaddy restores from are only available for 14 rolling calendar days. As the complainant’s email plan was canceled on February 24, 2015, no backups would be available, other than any the complainant may have independently saved. GoDaddy’s email accounts are not intended for archival purposes.EDUCATION:The complainant may wish to use a third-party email client as a possible method to independently back up their emails.The following support articles may be helpful to the complainant:Email Client Tutorials:[redacted]Kindest Regards,[redacted] [redacted]
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following. The complainant acknowledged and agreed to the following agreements upon...
conducting business with GoDaddy: • GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• Microsoft Office Terms of Use• The latest version of these agreements may be found at: www.godaddy.com/legal-agreements.aspx.On January 28, 2015 one day after purchasing their Domain Name the complainant cancelled it. At that time a refund was processed as an in-store credit as agreed to by the complainant. The complainant has subsequently requested a cash disbursement of this in-store credit.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception we have provided the complaint with a refund to their original payment method for the transaction dated January 28, 2015. This refund is for $11.34 and may require 5 to 7 days to reflect at their financial institution.EDUCATION: The complainant might find this article on GoDaddy’s Refund Policy useful.https://support.godaddy.com/help/article/8849/refund-policyThank you for the opportunity to address and bring clarity to the concerns presented by the complainant..Best regards,[redacted]Office of the CEO[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 October 27, 2014 our customer purchased a Premium SiteLock plan for a...
one-year term. That plan has been renewed each year since. SiteLock is a third party software offered to our customers as an extra layer of protection against malware and virus injections. Maintaining proper website security is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The renewal of the SiteLock plan would not result in a change to settings pertaining to virus or malware removal. Per our customer’s settings the feature which automatically removes malware (SMART) is set to “never run”. The scans have also resulted in 171 unread emails letting our customer know of issues with malware injections and files being updated. Upon review of the website in question it was found our customer utilized a free third party WordPress theme and customized it. Over time that theme was not updated and became a security issue. The last update made to the theme involved was in May 2015. Due to a lack of regular updates to security, the theme became vulnerable to attack and has resulted in allowing for corruption to website files for several sites found on the same hosting plan.GoDaddy does not reimburse fees paid to third party providers and the SiteLock plan in question is not eligible for refund.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" domain names the complainant has attempted to...
register. Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them. GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.According to the public WHOIS directory, the domain YOKE.COM has been registered since August 28, 1998, and the domain BUGSHOT.COM has been registered since November 28, 2005. The complainant may wish to connect with the current registrants to inquire about possible sale or transfer of the domain.GoDaddy will not transfer either domain to the complainant. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrants or find another, unregistered domain name that is suitable for their purposes.EDUCATION:The complainant may also find these GoDaddy support articles useful:What is Domain Buy Service? -https://www.godaddy.com/help/what-is-domain-buy-service-1699Domain Buy Service: A Buyer's Roadmap -https://www.godaddy.com/help/domain-buy-service-a-buyers-roadmap-5686Thank 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
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.
godaddy claims no responsibility for their weak ssl or their lack of knowledge on how to to fix the problem. I have spent countless hours working on my website only to still have it unproductive. I was making over $2000 a month in ecommerce before they installed my new ssl. My site was secure before the renewed ssl & orders were placed several times a day. Because it was unsecured for a month I have lost customers & income. I had to get a second job to compensate for the loss. Godaddy had me remove all my product photos (that have been on the site all last year) from my paid for business website to make it secure. Im at a loss how they can get away with treating me like this. Ive been using their service since 2009. Im not happy. Im going to contact my attorney and possibly file a law suit.
Regards,
[redacted]
Thank you for the opportunity to address our customer’s additional concerns.As previously stated, our customer will need to connect with our Facelift team directly at [redacted]@godaddy.com for assistance.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy
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 October 12, 2015, the complainant created a new account and purchased three domain name registrations via an online transaction, each for a one-year term. On October 13, 2015, twelve additional domain name registrations were purchased online, also for a one-year term. GoDaddy takes its commitment to consumer protection very seriously. As part of an ongoing effort to protect our customers and credit card holders from unauthorized online purchases, GoDaddy routinely requests payment verification for new purchases when there is a legitimate concern.Due to suspicious information used by the complainant for the transactions, our Verification Office attempted to connect with the complainant on October 17, 2015 via phone to confirm the purchases were authorized. The phone information provided to GoDaddy by the complainant appears to be invalid and our attempts to connect were unsuccessful. As such and in conjunction with our Universal Terms of Service Agreement. identification associated with each of the payment methods used for the online transactions was requested to reasonably ensure the owner of the payment methods had authorized the purchases and preserve the integrity of the payment methods.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on October 17, 2015. Additionally, the transactions have been refunded in full to the original payment method(s), and the domain name registrations removed. For reinstatement of the account and associated products, we encourage the complainant to work with our Verification Office. Upon receipt of the requested documentation, the status of the account will be re-evaluated.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[redacted]Scottsdale, AZ 85260
Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the concerns presented by the customer. We have reviewed this matter and would like to present the following. The customer acknowledged and agreed to the following agreements upon conducting business...
with GoDaddy:· Universal Terms of Service· Domain Name Registration AgreementThese agreements can be found at:[redacted]
There are two groups of domains that are in a redemption status. The first group, our customer originally purchased the domain names online on December 09, 2009 for a one year term. Our customer renewed the domains online within their GoDaddy account in November 2010 for a one year term. In November of 2011 our customer again renewed the domains online but for a two year term. On December 2, 2013, per the customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question for a one year term and did so in a Good Faith effort to honor its agreements with the customer. On March 6, 2014, our customer turned off the auto renew for the domains. As such when the domains were due for renewal on December 2, 2014, per our customers account preference we did not auto renew them and the customer would need to take action by renewing online or calling our customer care for assistance.There is also a second group of domains that have expired and are in a redemption status. The customer originally purchased the domains online on December 5, 2012 via online for a one year term. On December 6, 2013 per our customers account preferences the domains auto renewed for a one year term. On December 1, 2014 our customer turned off the auto renew on these domains. As such on December 5, 2014, the domains were not renewed per our customers account preferences. Due to domains being on manual renew it does require action by our customer.GoDaddy sent multiple expiration notices before and after the domain's expiration date to the email address provided by our customer. Account management and renewal of domains is solely a customer responsibility. On January 12, 2015, the customer contacted our 24/7 customer care and spoke with a supervisor who offered to waive half of the redemption fee as a courtesy gesture however, our customer declined the offer.At this time, our office spoke with the customer and assisted with recovering the domains at the registration price and as a courtesy waived the redemption fees.Resolution:GoDaddy acted in good faith to uphold its agreements with our customer. Our office has spoken with the customer and resolved the matter. Should our customer have further questions or concerns they may reach us directly at ###-###-####.Education: Managing Your AccountInformation[redacted]
Managing Payment Methods[redacted]
Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer. Thanks, [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On January 5, 2016, our customer registered three domains for a 2-year term via...
online transaction. With the domains purchased, our customer received three “Get Found Starter” plans for respective two year term at no cost. The Get Found plans in question were renewed automatically for an additional 2-year term after their initial free period on January 5, 2016, per our customer’s account preferences. This was done in a good faith effort to honor agreements with our customer.GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer. Notices were sent about the pending renewal on the following dates:• October 10, 2016• November 6, 2016• December 6, 2016• December 21, 2016• December 31, 2016RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy customers have the opportunity to review their shopping cart multiple times before completing transactions, and our customer had the opportunity to remove the Get Found plans prior to checkout.Our customer contacted GoDaddy support teams on February 7, 2016, to request a refund of the Get Found renewals, and was properly informed they were no longer refund-eligible. 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 concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with...
GoDaddy:* Universal Terms of Service Agreement* Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On May 12, 2014, our customer purchased a Business Website Builder plan and a Search Engine Visibility plan for a one-year term via an online transaction. This is for the period ending May 12, 2015. On May 12, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the services upon expiration and attempted to do so in a good faith effort to honor its agreements with the customer. However, the customer's financial institution declined payment and our customer was notified of the failed transaction via email.GoDaddy sent a renewal notice prior to the expiration of these services on May 2, 2015. This notice 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 both May 12, 2015 and May 13, 2015 respectively, members of our Customer Care team attempted to connect with our customer to discuss the failed renewal attempts and provide any account assistance that may have been requested. Both attempts to connect with our customer were unsuccessful. Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On May 21, 2015, per our customer's account preferences, GoDaddy successfully renewed the Search Engine Visibility service in question for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 22, 2015, per our customer's account preferences, GoDaddy successfully renewed the Website Builder service in question for another one-year term and did so to honor its agreements with the customer.Our customer did not contact our Customer Care teams prior to submitting their correspondence to the Revdex.com.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Specifically, GoDaddy renewed our customer's services upon expiration per their account preferences.Our office has been unsuccessful in connecting with our customer to discuss their concerns. The Website Builder and Search Engine Visibility services in question are currently eligible for a refund per our Refund Policy, provided our customer cancels the services within 45 days of the renewal date. Our Customer Care team is available at ###-###-#### or by chat by visiting [redacted] should our customer require assistance with cancellation of the service and to request a refund.EDUCATION:For future reference, our customer may find the following support articles helpful:Canceling Products -[redacted]Managing Renewals for Products and Services - [redacted]Refund Policy - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Best Regards,[redacted]Office of the CEO - GoDaddy
The response from GoDaddy is disingenuous. The business practices employed by GD , as noted in my initial complaint, are at best suspect and at worst fraudulent. GoDaddy has received multiple complaints about the particular practice of preventing full cancellation of service based on an added "protection" on an account which prevents the customer from ending the billing of services no longer in use. And, the billing done in multiple month increments means the customer is unaware that the canceled services are still secretly being billed until a credit card charge appears. Customer Service follows a script to attempt to place blame on the customer for not understanding a complicated and convoluted cancellation process which, after multiple calls to customer service, takes several additional steps beyond the original cancellation page on the GoDaddy account page. Following the process on the account page does not actually cancel the billing. I am one of many, many customers who have incurred billing charges after the cancellation process, so it is suspect that GD has not taken steps to clarify the cancellation process and ensure that the customer's billing ends with the end of the service (and not hold the account hostage under the guise of providing "protection" against "cancellation mistakes".)
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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 22, 2013 the complainant purchased a Website Builder plan and a domain name registration, each for a one-year term. This is for the period ending December 22, 2014.On December 22, 2014, per the complainant’s account preferences, GoDaddy was instructed to automatically renew their Website Builder service and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent a renewal notice prior to the expiration date on December 15, 2014. This notice informed the complainant their expiring item would be renewed in accordance with their account settings. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Per our Refund Policy, the renewal transaction was refundable if the product was canceled within 45-days of the renewal date. However; instead of contacting our 24/7 Customer Care teams for assistance, the complainant chose to dispute the service charge with their financial institution. Per our Terms of Service, the associated service has been suspended the automatic renewal preference has been disabled. Additionally, the applicable funds have been returned to the associated payment method. The complainant may cancel the service at any time from within their account.Education:F[redacted]Thank you 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.com[redacted]
Thank you for the opportunity to address our customer’s additional concerns.GoDaddy stands by its previous response. Emails were not received from either the email address associated with the customer’s GoDaddy account, or the email address associated to this complaint. Again, GoDaddy discontinued email-based support in April 2014, and our customer should not have had an expectation of a response if an email was sent to non-support venues.Furthermore, upon review of the website in question, it appears to be resolving with no issues at this time.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 concerns presented by our customer.We have reviewed this matter and would like to present the following.Upon purchase of the domain names in question, the customer acknowledged the following...
agreements:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements and other legal agreements may be found at: https://www.godaddy.com/legal-agreements.aspxOn April 29, 2004 our customer registered the domain name in question for a one-year term.This was for the period ending April 29, 2005.On April 30, 2005 our customer manually renewed the domain name registration for a one-year term via an online transaction. This is for the period ending April 29, 2006.On May 5, 2006 our customer manually renewed the domain name registration for a two-year term via an online transaction. This is for the period ending April 29, 2008.From April 30, 2008 through May 1, 2014; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 1, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so to honor its agreements with the customer however, the customer's financial institution declined payment.GoDaddy sent renewal notices prior to the expiration date on:· January 30, 2015· March 1, 2015· March 31, 2015· April 15, 2015· April 25, 2015GoDaddy also sent notices after the expiration date following each of three separate failed auto-renewal attempts. These notices informed the customer their expired domain was at risk of being canceled unless additional action was taken. Account management is a customer responsibility.GoDaddy sent these notices after the expiration date on· May 1, 2015· May 5, 2015· May 12, 2015GoDaddy provides our customers the ability to maintain multiple payment methods within an account. Customers must associate their desired payment method(s) with the specific product or service. GoDaddy will not attempt to utilize a payment method without authorization.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name.EDUCATION:The customer may find the following GoDaddy support articles useful: What happens after domain names expire - https://support.godaddy.com/help/article/6700/what-happens-after-domain-names-ex...⇄ Payment Methods for Renewing Products - https://support.godaddy.com/help/article/5237/updating-payment-methods-for-renew...⇄ Designating an Alternate Payment Method - https://support.godaddy.com/help/article/724/designating-an-alternate-payment-me...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Thank you for the opportunity to address our customer’s additional concerns. On February 27, 2017, our customer contacted our Customer Care team stating their website ceased to function. As our customer had not redirected their domain’s DNS settings from their web developer’s existing hosting plan to the new plan, it was at that time when it was determined the migration of the data from the previous, existing hosting plan to our customer’s new hosting plan. GoDaddy's technical support staff worked to resolve the technical issues our customer experienced. Per our terms of service, to which our customer agreed, it is our customer's responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. GoDaddy is unable to build a website for our customer at no cost. If our customer had not maintained backups of their data, is unable to recover their files from their previous web developer, and would like GoDaddy to build a website for them, they may wish to enlist the services of GoDaddy’s Professional Website Design team. Our customer would be required to submit information including images and text for the website to our design team before the site can be built. Our customer may review the details of this service by visiting the page at https://www.godaddy.com/websites/web-design. Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon conducting...
business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 23, 2015 the complainant was contacted by our Network Violations Team with regards to their hosting plan over utilizing the CPU resources within the shared hosting environment they were on. Specifically, the hosting plan had exceeded the maximum 1,024 file/folder limitation per directory which, if not addressed, may adversely impact the performance of global maintenance operations. Improper directory configuration causes file system latency, which impacts not only the complainant’s website but other customer websites on the same server. The complainant maintained full access to their hosting space to allow them to address the matter and was informed their hosting account would be reviewed again on January 28, 2015. The notice informed the complainant that on that date, if they have not brought their files per directory into compliance, their hosting plan would be suspended. Account management is a customer responsibility.On January 28, 2015, due to the serious nature of this situation and lack of action and response from the complainant, it was necessary to suspend their hosting account to protect our network and its usage for other customers. FTP access remained available to the complainant to allow them access to their files and address the matter. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The complainant's hosting account has the potential to have a negative impact on our servers and other customers. GoDaddy’s technical support staff has provided the complainant with information pertaining to their directories in violation. Once the complainant has reduced the number of files within their hosting directories to acceptable limits their hosting plan may be re-instated. EDUCATION:The complainant may find this GoDaddy support article useful.How many files can a shared hosting director hold? –https://support.godaddy.com/help/article/4261Regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Godaddy's statement that they informed me that they would trouble shoot the matter if I would provide them the original message is ridiculous. They must not have read the chatsupport record in regard to this matter. I have also recently provided to the company an email message header for a message that took 3 weeks in delivery. This was a separate issue provided to Godaddy to assist them in ferreting out their problems in the email area. The issue regarding my complaint of non-delivery of several messages has not been addressed, nor have they addressed the continued insistence on their part that I must resolve the issue with the receiving end of the messages.
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 August 3, 2012, our customer purchased a domain name with Protected Registration...
services and Certified Domain for a five-year term via online transaction.On August 3 and 4, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question for an additional five-year term and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent renewal notices prior to the expiration dates on July 19, 2017 and July 29, 2017 as well as order confirmation emails on August 3, 2017 and August 4, 2017. These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has canceled the Protected Registration Services package and as a result, we have issued a full refund in the amount of $164.85. If our customer cancels the Certified Domain service, we will issue a full refund in the amount of $24.95. Given the allotted refund time frame of five days on multi-year domain name renewals, the domain name itself is not eligible for refund. This is a restriction placed by the .COM Registry which GoDaddy must adhere to. Our customer may wish to place the domain for sale on the domain name auction site of their choice. Information pertaining to GoDaddy’s Auction site can be found at https://auctions.godaddy.comThank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy