Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: [redacted] On July 4, 2016, our customer opted to migrate their Workspace Email content to a Microsoft Officeemail account After this migration completed, our customer contacted GoDaddy’s customer care indicating they believed email content was missingRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOur office has connected directly with our customer, and is currently working diligently with them to address these concerns Thank you again for the opportunity to address the concerns presented by our customerKindest regards, Mike L [redacted] Office of the CEO - GoDaddy
When registering for the account, it did not outwardly state that I was signing up for an auto renewal account, leading me to believe it was a one time transaction, unless I decided otherwiseAlthough not illegal, I feel this is an unethical business practice, as it leads to charges that the customer may not be aware ofBecause I was unaware it was on auto-renewal, I did not check the email account on file, as I am no longer part of the business which the domain name was associated withI understand the company sent renewal emails, but if they would openly state the account was going to be set up on auto-renewal unless otherwise changed, I would have been aware from the beginning and would have been able to make necessary changes
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.Between the dates of April 17, and April 26, 2017, our customer contacted our customer support team regarding the form mail from their website not being receivedA ticket to investigate the issue was created on April 19, 2017.On May 2, 2017, our Email Operations Department received resolution from Cloudmark stating our customer’s emails were being bounced as a direct result of our customer's website and its reputation with CloudmarkCloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.GoDaddy is not responsible for the content found on our customer's website and the consequences of that content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy's technical support staff worked diligently and vigorously to investigate all technical issues our customer experienced.An email was sent to our customer on May 2, 2017, informing them of our findingsOnce or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our customer support team with the steps taken to have their website reviewed and the email block removed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] .On July 19, 2007, our customer purchased a domain name transfer for the domain in question for a two-year term via phone transactionBetween the dates of July 22, 2009, and September 21, 2015, our customer manually renewed the domain name for two-year terms via online, phone and auto-renew transactions.On September 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customerPer the terms our customer agreed to, domain names which automatically renew do so for a period equivalent to the length of the original service period; two years in this case GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalfThe Registry decides if they will take back an order and within the timeframe they would do soIn this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
This GODADDY account referenced was closed in GODADDY has a record of that call we made to close the account but now says they did not "validate" that account was closed The email address that GODADDY says they sent renewals to was connected to the closed business and domain that was closed in Any emails sent would have bounced back from that closed web page There has been no use of this account for more than years It is not right the GODADDY can just ignore the cancellation request made in and just begin charging the customer for services not delivered It is also not true that there is a charge back pending on this account GODADDY has been paid for services not requested or needed for the years thru I was also told that the account will not be closed until they are paid for the next yearsWhy should we pay for more years for services that were cancelled years ago.This seems to be a bate and switch tactic being used by GODADDY They show we called to cancel the account but then say they didn't cancel the account because they didn't validate the account GODADDY has the ability to see there has been no activity on the account yet are going to charge for more years The statements presented in the response are not factual, and charging for services in the future that will not be used is not in keeping with customer protection laws
Thank you for the opportunity to address the additional concerns presented by our customerGoDaddy does not block listings from being updated by other services such as [redacted] and has no control over the content in questionWe suggest our customer continue to work with [redacted] and [redacted] to resolve their concernsThank you again for the opportunity to address the additional 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 concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 7, our customer purchased Website Builder for one-year term, which has subsequently renewed each yearGoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a websiteOn November 7, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the Website Builder plan in question however, our customer's financial institution declined paymentsOn November 9, 2016, our customer called in as they were unable to log into their accountOur customer was informed the domain and Website Builder had expired and if not renewed, would incur fees to recover and restore the siteOur customer was not able to follow up to renew their domain, email and hosting until November 29, and was informed what needed to be paid to restore their products and servicesIt was our customer’s understanding that the website was also being restored as well during this call but the restore did not occurRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have followed up with our customer and discussed their concernsAs a goodwill gesture we have waived the restore fee and restored our customer’s siteAs our customer was unable to review the restored site, they will need to review it and publish it when they are able to do so using the instructions provided to them.We appreciate our customer’s candid feedback about their interactions and will ensure it is shared with our customer care managers in an effort to identify improvement opportunities.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 the complainantWe have reviewed this matter and would like to present the following.We stand by our previous response and will not be providing the complainant with access to the account in question based on the documentation they have provided GoDaddy will not (and cannot in good faith) simply allow an unauthorized party to access customer accounts and domainsThank you 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe have reviewed the customer’s interactions with our agent and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration Our agent explained that the domains names they renew would have their registration extended through and they would be protected with our Protected Registration service (Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers This premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled until the Protected Registration is canceledThis is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.ehours) of renewal, as described within the GoDaddy Refund PolicyResolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process Our office is assisting them with this at this timeWe are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards, [redacted] ***Office of the CEO – GoDaddy [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 27, 2017, our customer registered a domain name via online transaction for a two-year-termOur customer’s transaction was randomly flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentialsOur goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s)GoDaddy takes customer security and our commitment to preventing fraud very seriously.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on March 2, Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed from the account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the followingWe stand by our previous response that GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their accountAccount management is a customer responsibility.The complainant has received multiple exceptions to our Refund Policy and no further exceptions will be providedAgain, GoDaddy cannot continually incur costs on the complainants’ behalf.Thank you 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 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.Our customer enabled Two-Factor Authentication on their GoDaddy account which provides an additional layer of security Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their validation information to access the account Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking; we provide this valuable service at no cost.On April 23, 2016, our customer contacted GoDaddy and was unable to complete the required security validation, including Two-Factor AuthenticationOur customer was provided the necessary steps to have Two-Factor Authentication removed from their accountThis process requires account holders to email their request to remove Two-Factor Authentication to GoDaddy along with proof of their identity.On February 16, 2017, our customer emailed GoDaddy for the first time to request the removal of Two-Factor Authentication.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy has removed Two-Factor Authentication from our customer’s account after receiving the required verification information from themOur customer can now reset their password and manage their account preferences without the extra layer of security they previously enabled.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***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 March 20, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name for a one-year term and did so in a good faith effort to honor its agreements with our customer.On June 4, 2017, GoDaddy was instructed via our customer’s account preferences to automatically renew their Windows hosting plan for a one-year term.On August 23, 2017, our customer canceled both of these products from within their customer account RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 11, 2017, our customer recovered the domain name in question with assistance from our Customer Care team.Upon connecting with our customer via phone on September 12, 2017, they explained they intended to cancel automatic renewal, not the domain and website We understand mistakes happen, and have provided our customer with a new Windows hosting account with an equivalent nine-month term to the hosting account deleted Our customer has indicated they have their own website data backups, and as such, no hosting restore attempt fee is needed Our customer can set up the hosting account at any time and upload their files to the new hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 15, 2017, our customer purchased an Office Business Premium plan for a 1-month term via online transactionOn March 17, 2017, our customer contacted our support teams and indicated they were having issues sending and receiving emails after sending a mass email mailingOur support teams informed them it’s possible what was being sent could be getting flagged for spam due to the content in the email and explained what he needed to do to resolve this.Our customer contacted our support teams on March 18, to report an email password issue they were encountering with OutlookOur customer felt this was a “known issue” and indicated they had moved their services to another providedAs a result, our customer requested a refund which was denied.Our support representative informed our customer there was no “known issue” and they would be able to assist with a resolution for the issueOur customer declined to troubleshoot and ended the interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been properly advised the email plan in question is not eligible for refundShould our customer wish to troubleshoot any technical problems experienced with using the email plan in question, we suggest they continue to work with our customer care teamAdditionally, our customer way wish to review our refund policy at http://x.co/refundpolicyThank 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 additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response that account management is a customer responsibility.Based on the charge-back the complainant has processed with their financial institution there are no further actions we can take at this time.Kind regards, [redacted] Office of the CEO - GoDaddy [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 July 29, 2015, our customer created a GoDaddy account and made a purchase via online transaction with no assistance from our customer care teamThe purchase consisted of an Economy Hosting plan for a three-year term, a domain name for a two-year term and another Economy Hosting plan for a one-year term.On July 29, 2015, our customer cancelled the one-year hosting plan in question but made no attempts to contact support for a refund.On August 19, 2015, our customer was contacted by a member of our customer care team to discuss their accountOur customer declined to speak with our agent at that time.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 4, 2017, our customer contacted our Customer Care Center requesting a refund for the cancelled hosting plan and was correctly informed the transaction in question was beyond refund eligibility.For our customer’s convenience, they may wish to review our refund policy located here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_IDThan...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by the complainantWe would like to present the following:We are unable to locate an account with the information provided by the complainantWithout being able to identify a customer account, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolutionIf the complainant can provide us with account specific details, we will gladly investigate their concerns further.When a hosting account is cancelled GoDaddy may retain the data for a limited timeThe content is not stored in our customers’ accounts but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposesPer our terms of service (to which all customers agree) it is our customers’ responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Hi Marie, I added the below to the document I received from BBB but I dont think that you received it. to BBB because I m not sure how to proceed in your letter of Aug 20th and I clicked the "I do NOt agree" w Go Daddy's dishonest response. I have responded here in Blue the reasons and the evidence that I have why I am Not agreeing. "The complainant contacted GoDaddy’s Customer Care Center on January 19, 20 and 24 of 2015, to request instructions to configure an email address within their cPanel Hosting plan. GoDaddy will provide instructions with the setup of email plans; however, GoDaddy will not setup an email account in a customer’s behalf. The complainant was provided instructions to complete the task they desired but did not execute the instructions provided. " FACTS; As previously explained GD did NOT at any given time that the email had to be CONFIGURED. I phoned repeatedly due to the fact that I could not get into my email due to problems with the passwords. I always record my passwords. However, there was a serious problem with it and I must have called at least 10 times. I asked for the Supervisor and he himself changed something that was created at the time of receiving the email. He changed it from C CUBE TO CPANEL OR VICEVERSE. NO ONE absolutely NO ONE told me of a ‘CONFIGURATION” This I did Not know untll one of the CEO office told the [redacted] of AZ that the email needed to be configured. My son phoned GD from Toronto Ont. and specifically he asked about this Configuration. No one in GD had idea what this Configuration was all about. He recorded the conversation. I proceeded to call GD once again, and this time I recorded the conversation, and have it ready for evidence. Once again, no one was aware that I needed to Configurate the email. I was told that I needed to create it, but Not to configure. It was then, when I had Mr [redacted] , Word press Specialist looking into it. Once he investigated the site he discovered that in fact it needed to be configure. He sent me to the Computer Simply store to do this because he is Not a [redacted] person. It took the store a fair amount of time trying to get the help needed from GD. GD was NOT cooperating and it took a lot of EFFORT from part of the [redacted] store to obtain the info needed to configure the email. I have evidence via recording that when calling Go Daddy – GD was NOT even aware that the email needed configuration. I was NEVER told not at the beginning when I purchased the Deluxe not when I phoned numerous times to find out the reason why my password failed approximately 10 or 15 times. GD supposedly record all conversations. The facts should be with them. [redacted] [redacted] [redacted] ***Canada
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 GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxWhen a customer sets up an account we require a four digit pin be created in order for our customer support to be able to securely validate a callerWe also allow for customers to validate an account with our support team with the last eight digits of a credit card on file for circumstances where the pin number cannot be usedAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We attempted to contact our customer by phone but were unable to connect with themOur customer can request to update the email address on file to an active email address by filling out a claim form at https://ChangeUpdate.com If our customer needs assistance or has any questions about filling out the form they can call our 24/customer support team at 480-505-8877.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy 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,Melanie V [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsThe complainant is not the listed administrator of the GoDaddy account in questionNor has GoDaddy entered into any relationship or agreements with the complainant with regards to this accountOn April 17, 2017, the complainant contacted GoDaddy’s Customer Care Center to request a credit for the most recent domain renewal be applied to a domain name under their controlRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceThe complainant needs to know that a domain's term of renewal is not arbitrarily set by GoDaddyCustomers choose their initial date of registration and the term of registrationAt the time of purchase our customers have many options available to them such as recording the expiration date in their ledger or calendar Account management is a customer responsibility Co-managing accounts, such as the complainant appears to have done, is strongly discouragedGoDaddy accounts are specifically designed for a single user The complainant may wish to review GoDaddy’s Refund Policy in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=Thank you again for the opportunity to address the concerns presented by the complainantKindest regards, John M [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by our customerOur customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddyThe latest version of these agreements can be found at: [redacted] On July 4, 2016, our customer opted to migrate their Workspace Email content to a Microsoft Officeemail account After this migration completed, our customer contacted GoDaddy’s customer care indicating they believed email content was missingRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceOur office has connected directly with our customer, and is currently working diligently with them to address these concerns Thank you again for the opportunity to address the concerns presented by our customerKindest regards, Mike L [redacted] Office of the CEO - GoDaddy
When registering for the account, it did not outwardly state that I was signing up for an auto renewal account, leading me to believe it was a one time transaction, unless I decided otherwiseAlthough not illegal, I feel this is an unethical business practice, as it leads to charges that the customer may not be aware ofBecause I was unaware it was on auto-renewal, I did not check the email account on file, as I am no longer part of the business which the domain name was associated withI understand the company sent renewal emails, but if they would openly state the account was going to be set up on auto-renewal unless otherwise changed, I would have been aware from the beginning and would have been able to make necessary changes
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.Between the dates of April 17, and April 26, 2017, our customer contacted our customer support team regarding the form mail from their website not being receivedA ticket to investigate the issue was created on April 19, 2017.On May 2, 2017, our Email Operations Department received resolution from Cloudmark stating our customer’s emails were being bounced as a direct result of our customer's website and its reputation with CloudmarkCloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.GoDaddy is not responsible for the content found on our customer's website and the consequences of that content.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy's technical support staff worked diligently and vigorously to investigate all technical issues our customer experienced.An email was sent to our customer on May 2, 2017, informing them of our findingsOnce or customer has removed the malicious content and secured the vulnerabilities on their hosting plan, they may contact our customer support team with the steps taken to have their website reviewed and the email block removed.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] .On July 19, 2007, our customer purchased a domain name transfer for the domain in question for a two-year term via phone transactionBetween the dates of July 22, 2009, and September 21, 2015, our customer manually renewed the domain name for two-year terms via online, phone and auto-renew transactions.On September 21, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a good faith effort to honor its agreements with our customerPer the terms our customer agreed to, domain names which automatically renew do so for a period equivalent to the length of the original service period; two years in this case GoDaddy provides its customers with full control over renewal preferences, and customers may, at any time, log into their account and modify those preferences.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is registered or renewed, GoDaddy is buying/renewing the domain from the Registry on our customer’s behalfThe Registry decides if they will take back an order and within the timeframe they would do soIn this case, GoDaddy has already provided the money to the Registry and we are unable to recoup the funds provided.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
This GODADDY account referenced was closed in GODADDY has a record of that call we made to close the account but now says they did not "validate" that account was closed The email address that GODADDY says they sent renewals to was connected to the closed business and domain that was closed in Any emails sent would have bounced back from that closed web page There has been no use of this account for more than years It is not right the GODADDY can just ignore the cancellation request made in and just begin charging the customer for services not delivered It is also not true that there is a charge back pending on this account GODADDY has been paid for services not requested or needed for the years thru I was also told that the account will not be closed until they are paid for the next yearsWhy should we pay for more years for services that were cancelled years ago.This seems to be a bate and switch tactic being used by GODADDY They show we called to cancel the account but then say they didn't cancel the account because they didn't validate the account GODADDY has the ability to see there has been no activity on the account yet are going to charge for more years The statements presented in the response are not factual, and charging for services in the future that will not be used is not in keeping with customer protection laws
Thank you for the opportunity to address the additional concerns presented by our customerGoDaddy does not block listings from being updated by other services such as [redacted] and has no control over the content in questionWe suggest our customer continue to work with [redacted] and [redacted] to resolve their concernsThank you again for the opportunity to address the additional 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 concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On November 7, our customer purchased Website Builder for one-year term, which has subsequently renewed each yearGoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a websiteOn November 7, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the Website Builder plan in question however, our customer's financial institution declined paymentsOn November 9, 2016, our customer called in as they were unable to log into their accountOur customer was informed the domain and Website Builder had expired and if not renewed, would incur fees to recover and restore the siteOur customer was not able to follow up to renew their domain, email and hosting until November 29, and was informed what needed to be paid to restore their products and servicesIt was our customer’s understanding that the website was also being restored as well during this call but the restore did not occurRESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have followed up with our customer and discussed their concernsAs a goodwill gesture we have waived the restore fee and restored our customer’s siteAs our customer was unable to review the restored site, they will need to review it and publish it when they are able to do so using the instructions provided to them.We appreciate our customer’s candid feedback about their interactions and will ensure it is shared with our customer care managers in an effort to identify improvement opportunities.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 the complainantWe have reviewed this matter and would like to present the following.We stand by our previous response and will not be providing the complainant with access to the account in question based on the documentation they have provided GoDaddy will not (and cannot in good faith) simply allow an unauthorized party to access customer accounts and domainsThank you 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
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe have reviewed the customer’s interactions with our agent and would like to present the following.Our customer acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer called our support staff to get assistance with purchasing a domain name through our auction service During the call our customer and agent also discussed renewing all but a few of their remaining domain names for a three-year term plus the addition of a premium service called Protected Registration Our agent explained that the domains names they renew would have their registration extended through and they would be protected with our Protected Registration service (Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers This premium, aservice provides private registration and also protects against the cancellation, expiration, or transfer of a domain nameDomain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled until the Protected Registration is canceledThis is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.)The agent also explained that the customer would be receiving a 40% savings for their domain renewals The customer verbally agreed to the total price, the user agreements, and provided a new payment method to process the purchases.Our customer then reached back out to our agent post-purchase, asking them to adjust the order or just “reset” it because they later decided they did not want to renew all of the domain names they originally agreed upon renewing However, GoDaddy is unable to pull time off of domain renewals and we are only able to receive a refund for domain renewals if we cancel them within five days (i.ehours) of renewal, as described within the GoDaddy Refund PolicyResolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service GoDaddy has discussed this matter with our customer and is willing to provide a full refund for the Protected Registration service once the service has been canceled Our customer is still in the process of updating their domain contact information to complete their portion of the Protected Registration cancellation process Our office is assisting them with this at this timeWe are also willing to make a good-will exception to our Refund Policy by offering a refund for nine of the domain renewals Once the Protected Registration service has been canceled, GoDaddy will then be able to issue the refund offered per our conversation with the customer.Education:Our customer may find the following GoDaddy Support articles helpful: What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registrationhttps://support.godaddy.com/help/article/1292/canceling-protected-re...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards, [redacted] ***Office of the CEO – GoDaddy [redacted] ***Scottsdale, AZ
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On February 27, 2017, our customer registered a domain name via online transaction for a two-year-termOur customer’s transaction was randomly flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentialsOur goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s)GoDaddy takes customer security and our commitment to preventing fraud very seriously.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on March 2, Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed from the account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the additional concerns presented by the complainantWe have reviewed this matter and would like to present the followingWe stand by our previous response that GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their accountAccount management is a customer responsibility.The complainant has received multiple exceptions to our Refund Policy and no further exceptions will be providedAgain, GoDaddy cannot continually incur costs on the complainants’ behalf.Thank you 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 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.Our customer enabled Two-Factor Authentication on their GoDaddy account which provides an additional layer of security Two-Factor Authentication requires an account holder to provide a numeric code received via text message along with their validation information to access the account Two-Factor Authentication is a security feature that GoDaddy offers our customers to prevent account and domain hijacking; we provide this valuable service at no cost.On April 23, 2016, our customer contacted GoDaddy and was unable to complete the required security validation, including Two-Factor AuthenticationOur customer was provided the necessary steps to have Two-Factor Authentication removed from their accountThis process requires account holders to email their request to remove Two-Factor Authentication to GoDaddy along with proof of their identity.On February 16, 2017, our customer emailed GoDaddy for the first time to request the removal of Two-Factor Authentication.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy has removed Two-Factor Authentication from our customer’s account after receiving the required verification information from themOur customer can now reset their password and manage their account preferences without the extra layer of security they previously enabled.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J***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 March 20, 2017, per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name for a one-year term and did so in a good faith effort to honor its agreements with our customer.On June 4, 2017, GoDaddy was instructed via our customer’s account preferences to automatically renew their Windows hosting plan for a one-year term.On August 23, 2017, our customer canceled both of these products from within their customer account RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On September 11, 2017, our customer recovered the domain name in question with assistance from our Customer Care team.Upon connecting with our customer via phone on September 12, 2017, they explained they intended to cancel automatic renewal, not the domain and website We understand mistakes happen, and have provided our customer with a new Windows hosting account with an equivalent nine-month term to the hosting account deleted Our customer has indicated they have their own website data backups, and as such, no hosting restore attempt fee is needed Our customer can set up the hosting account at any time and upload their files to the new hosting account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concernsUpon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On March 15, 2017, our customer purchased an Office Business Premium plan for a 1-month term via online transactionOn March 17, 2017, our customer contacted our support teams and indicated they were having issues sending and receiving emails after sending a mass email mailingOur support teams informed them it’s possible what was being sent could be getting flagged for spam due to the content in the email and explained what he needed to do to resolve this.Our customer contacted our support teams on March 18, to report an email password issue they were encountering with OutlookOur customer felt this was a “known issue” and indicated they had moved their services to another providedAs a result, our customer requested a refund which was denied.Our support representative informed our customer there was no “known issue” and they would be able to assist with a resolution for the issueOur customer declined to troubleshoot and ended the interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been properly advised the email plan in question is not eligible for refundShould our customer wish to troubleshoot any technical problems experienced with using the email plan in question, we suggest they continue to work with our customer care teamAdditionally, our customer way wish to review our refund policy at http://x.co/refundpolicyThank 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 additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response that account management is a customer responsibility.Based on the charge-back the complainant has processed with their financial institution there are no further actions we can take at this time.Kind regards, [redacted] Office of the CEO - GoDaddy [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 July 29, 2015, our customer created a GoDaddy account and made a purchase via online transaction with no assistance from our customer care teamThe purchase consisted of an Economy Hosting plan for a three-year term, a domain name for a two-year term and another Economy Hosting plan for a one-year term.On July 29, 2015, our customer cancelled the one-year hosting plan in question but made no attempts to contact support for a refund.On August 19, 2015, our customer was contacted by a member of our customer care team to discuss their accountOur customer declined to speak with our agent at that time.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 4, 2017, our customer contacted our Customer Care Center requesting a refund for the cancelled hosting plan and was correctly informed the transaction in question was beyond refund eligibility.For our customer’s convenience, they may wish to review our refund policy located here: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_IDThan...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address the concerns presented by the complainantWe would like to present the following:We are unable to locate an account with the information provided by the complainantWithout being able to identify a customer account, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolutionIf the complainant can provide us with account specific details, we will gladly investigate their concerns further.When a hosting account is cancelled GoDaddy may retain the data for a limited timeThe content is not stored in our customers’ accounts but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposesPer our terms of service (to which all customers agree) it is our customers’ responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Mike L***Office of the CEO - GoDaddy
Hi Marie, I added the below to the document I received from BBB but I dont think that you received it. to BBB because I m not sure how to proceed in your letter of Aug 20th and I clicked the "I do NOt agree" w Go Daddy's dishonest response. I have responded here in Blue the reasons and the evidence that I have why I am Not agreeing. "The complainant contacted GoDaddy’s Customer Care Center on January 19, 20 and 24 of 2015, to request instructions to configure an email address within their cPanel Hosting plan. GoDaddy will provide instructions with the setup of email plans; however, GoDaddy will not setup an email account in a customer’s behalf. The complainant was provided instructions to complete the task they desired but did not execute the instructions provided. " FACTS; As previously explained GD did NOT at any given time that the email had to be CONFIGURED. I phoned repeatedly due to the fact that I could not get into my email due to problems with the passwords. I always record my passwords. However, there was a serious problem with it and I must have called at least 10 times. I asked for the Supervisor and he himself changed something that was created at the time of receiving the email. He changed it from C CUBE TO CPANEL OR VICEVERSE. NO ONE absolutely NO ONE told me of a ‘CONFIGURATION” This I did Not know untll one of the CEO office told the [redacted] of AZ that the email needed to be configured. My son phoned GD from Toronto Ont. and specifically he asked about this Configuration. No one in GD had idea what this Configuration was all about. He recorded the conversation. I proceeded to call GD once again, and this time I recorded the conversation, and have it ready for evidence. Once again, no one was aware that I needed to Configurate the email. I was told that I needed to create it, but Not to configure. It was then, when I had Mr [redacted] , Word press Specialist looking into it. Once he investigated the site he discovered that in fact it needed to be configure. He sent me to the Computer Simply store to do this because he is Not a [redacted] person. It took the store a fair amount of time trying to get the help needed from GD. GD was NOT cooperating and it took a lot of EFFORT from part of the [redacted] store to obtain the info needed to configure the email. I have evidence via recording that when calling Go Daddy – GD was NOT even aware that the email needed configuration. I was NEVER told not at the beginning when I purchased the Deluxe not when I phoned numerous times to find out the reason why my password failed approximately 10 or 15 times. GD supposedly record all conversations. The facts should be with them. [redacted] [redacted] [redacted] ***Canada
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 GoDaddyThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxWhen a customer sets up an account we require a four digit pin be created in order for our customer support to be able to securely validate a callerWe also allow for customers to validate an account with our support team with the last eight digits of a credit card on file for circumstances where the pin number cannot be usedAccount management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We attempted to contact our customer by phone but were unable to connect with themOur customer can request to update the email address on file to an active email address by filling out a claim form at https://ChangeUpdate.com If our customer needs assistance or has any questions about filling out the form they can call our 24/customer support team at 480-505-8877.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunitiesGoDaddy 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,Melanie V [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address the complainant’s concernsThe complainant is not the listed administrator of the GoDaddy account in questionNor has GoDaddy entered into any relationship or agreements with the complainant with regards to this accountOn April 17, 2017, the complainant contacted GoDaddy’s Customer Care Center to request a credit for the most recent domain renewal be applied to a domain name under their controlRESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of serviceThe complainant needs to know that a domain's term of renewal is not arbitrarily set by GoDaddyCustomers choose their initial date of registration and the term of registrationAt the time of purchase our customers have many options available to them such as recording the expiration date in their ledger or calendar Account management is a customer responsibility Co-managing accounts, such as the complainant appears to have done, is strongly discouragedGoDaddy accounts are specifically designed for a single user The complainant may wish to review GoDaddy’s Refund Policy in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=Thank you again for the opportunity to address the concerns presented by the complainantKindest regards, John M [redacted] Office of the CEO - GoDaddy