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 May 2, 2014, our customer purchased a domain name for a one-year term via an online... transaction. The domain in question has renewed automatically each year since. On May 2, 2017, per our customer’s account preferences, GoDaddy automatically renewed the domain name in a good faith effort to honor its agreements with its customer.While the charge appeared to be levied on May 2, 2017. GoDaddy’s developers identified that charges during this time did not process with our payment processor. As such GoDaddy has reviewed purchases from this time period to ensure our customers were properly charged for the products in question. Notices were sent prior to the renewal of the domain name in May and after the charge was processed; no steps were taken to cancel the domain. A notice regarding the billing correction was also sent prior to the charge being processed. The charge in question was processed on July 13, 2017; our customer called in that same day to cancel the domain name. When our customer spoke with our support teams again on July 19, 2017, they were properly informed that as the domain renewed on May 3, 2017, even though we were unable to charge them until July 13, 2017 they were outside the refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was notified via email prior to renewal that the products would renew if action was not taken. GoDaddy relies on its customers to maintain their accounts and desired products.Our customer may 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
Thank you for the opportunity to address the complainant’s concernsGoDaddy’s Online Bookkeeping, formerly Outright, is an online bookkeeping toolThe complainant created the free bookkeeping account in May, and upgraded to a paid account in October, On January 4, the complainant contacted the GoDaddy Bookkeeping team to unsubscribe from the serviceThe complainant was provided proper instructions to bathe data entered into the Online Bookkeeping tool and to unsubscribe RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.The complainant has since disputed their January 12, service renewal transaction with their payment providerAs such, we are unable to provide the desired refundThank you again for the opportunity to address the concerns presented by the complainant.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 complainantWe have reviewed this matter and would like to present the following.Prior to conducting business with GoDaddy, all customers are required to acknowledge and agree to the following agreements:· GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in questionOur research, along with the complainant's statement indicate this is a dispute between third partiesShould the complainant believe they have a legal right to domain name registrations within an account they do not have access, they may wish to review and utilize the Uniform Domain Name Dispute Resolution Policy (UDRP)This policy has been adopted by GoDaddy and is based upon the best practice recommendations of the Internet Corporation for Assigned Names and Numbers (ICANN)Additional information regarding this policy may be found at the link below.http://www.godaddy.com/agreements/ShowDoc.aspx?pageid=uniform_domainAltern...⇄ the complainant can pursue this matter further through the court system.RESOLUTION:GoDaddy takes its commitment to consumer protection very seriouslyFurthermore, GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility.GoDaddy cannot become involved in this third-party dispute and hopes the complainant can resolve their concerns with the parties involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO
Thank you for the opportunity to address our customer’s additional concernsOur office has connected directly with our customer, and they have been able to cancel the products in question We have provided a full refund in accordance with our refund policy.We hope that our customer will give GoDaddy a chance to earn their future business.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
They sold my domain name, continued to bill me for hosting. Then they didn't send my partial refund because I wanted the whole refund. So, they decided to do nothing. How is that addressed in anything I signed?
Thank you for the opportunity to address our customer’s additional concernsOn November 29, our customer purchased their domain name for a one-year term via online transactionOn January 7, a validated third party, not our customer, contacted our 24/customer care teams with questions about hosting optionsThe caller’s options were reviewed and a Website Builder plan was purchased for a five year termAgain, no reference was made to the domain name previously purchased and it was made clear no additional charges would be made with regard to the Website Builder plan until its renewal date from years from date of purchaseIf our customer wishes to maintain the domain name, it will need to be renewed on or before its renewal dateThank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attentionWe have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service Agreement• Website Builder Service AgreementCopies of the latest version of these agreements may be found at: [redacted] On June 9, 2014, our customer consulted with our Support team, discussing GoDaddy’s Website Builder During the conversation, our customer asked if the product was refundable if they were not satisfied Our representative stated that if the customer canceled within days, that they could receive a refund Our representative further stated that if they canceled beyond that period, they would receive a credit that they could use towards a different service.On November 11, 2014, our customer contacted GoDaddy’s support staff to cancel and request a refund for the Website Builder At that time, in accordance with GoDaddy’s terms of service and our Refund Policy, the customer was provided an In-Store Credit for the remaining unused months.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service, providing a refund as both explained during the sales call and described in our Refund Policy However, as a gesture of good will, GoDaddy has refunded the $back to their original payment method.Education:The following GoDaddy Support article describes, in full, GoDaddy’s refund policy:Refund Policy [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards, [redacted] ***Office of the CEO – GoDaddy [redacted] ***
I am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick as." The link to this statement is found in: [redacted] . I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https:// [redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseOur customer purchased their domain name, Website Builder, and Office email starter plan all for a 1-year termAt the end of the term, the products failed to auto-renew as per our customer’s account settings as the payment method was declinedWhile our customer did manually renew their domain name, they did not renew the Website Builder or the Office planGoDaddy attempted to do so per the customer’s account preferences but the payment method was declined GoDaddy held the website content for days and after that time frame we can no longer restore our customer’s websiteOur customer may wish to visit archival sites such as http://archive.org, in an attempt to regain their contentOnce gathered, they will be able to utilize that information to rebuild their websiteAccount Management is a customer responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] On August 30, 2013 our customer purchased a Deluxe hosting plan for a 2-year term. On... July 24, 2015 our customer renewed the service for another 1-year term, extending the expiration to August 30, 2016.On August 29, 2016, our customer contacted our support team for assistance with renewing their expiring hosting plan or purchasing a new plan offered by GoDaddy. Our customer chose to downgrade their existing web hosting plan from a Deluxe plan to an Economy plan and renewed the service for a 1-year term. Contrary to our customer’s understanding, at no time was a refund or credit for services discussed during the support interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On November 14, 2016 our customer contacted our support teams and was properly informed the service was beyond refund eligibility. GoDaddy’s Refund Policy is publically available at [redacted] Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H [redacted] Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 23, 2016, our customer contacted our support team to renew an expired domain At that time our customer added a new payment method to their account but did not request to make this the primary payment method.On July 20, 2016, GoDaddy was instructed to automatically renew a Website Builder plan and attempted to do so however, the charge was denied by the issuing financial institutionGoDaddy sent renewal notices via email before and after expiration.Our customer connected with our 24/support teams on August 23, 2016, September 29, and October 16, inquiring about the state of their websiteDuring those calls GoDaddy waived a restoration fee and provided one year of free serviceWhen our customer demanded additional free time be added to other Website Builder plans and domains their request was declined.On February 18, 2017, our customer contacted our support team indicating their website was not publishedDuring this interaction our agent walked our customer through updating their DNSOur customer demanded additional compensation to offset the amount of time the website was offlineThis request was denied.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to take a proactive role in managing their payment methods and making note of expiration dates for their products and services to avoid future problemsAccount management is solely a customer responsibility and our customer has a history of failing to manage their account billing.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 October 7, 2017, our customer purchased a one-year membership for GoDaddy’s Auctions site for $ GoDaddy’s Auctions site is a service provided to facilitate the buying and selling of currently registered domain names between customers Shortly after purchasing an Auctions membership, our customer attempted to list a domain name for sale in a 7-day auction, at an additional charge of $ Both of these transactions were processed via online transaction, without GoDaddy’s assistance.As part of the Auctions Membership Agreement our customers acknowledge and agree to, they acknowledge that the domains they are listing do not infringe on intellectual property rights of others Our customer was informed that the domain name they were attempting to list for auction was not eligible, due to potential trademark concerns RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has since connected with our support teams, and has been provided a full refund as a one-time exception to our Refund Policy, found at: [redacted] Future refunds will be provided in accordance with the Refund Policy While we certainly understand that potential infringement may have not been intentional on our customer’s part, GoDaddy encourages its customers to carefully perform their own due diligence prior to registering a domain to ensure it does not infringe upon the intellectual property rights of othersThank 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 additional concerns.We stand by our previous responseOn February 21, 2016, and April 2, 2016, our customer accessed their account and manually added Private Registration to the domain names in question via online transaction.Our customer has not contacted our support center at any time indicating there was ever an issue with their Private Registration serviceGoDaddy provides its customers with full account access and the ability to cancel services or edit their account preferences at any timeAccount management is solely a customer responsibility.As previously stated, only the latest renewal of Private Registration is eligible for refundAs a reminder, if our customer wishes to receive this refund, they will need to cancel the Private Registration service no later than March 6, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn 10/13/our customer purchased a domain name registration and Website Builder plan, each for a 5-year termWebsite Builder is a proprietary, template based product to construct a website.On 11/29/our customer contacted our support team to request a refund for the Website Builder planIn accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As a one-time exception amicably resolve this matter, GoDaddy has cashed-out our customer's available In-Store Credit back to their original payment methodFuture refunds will be provided only in accordance with our Refund Policy.Education: Our customer might find the following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Kajavia R***Office of the CEO - [email protected][redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have canceled per the website - again However I have not received the confirmation email promised in the instructions Please ensure this cancellation is immediately processed and my account credited Regards, [redacted] ***
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] On April 4, 2011, March 11, and March 17, 2014, our customer purchased a domain name, Website Builder and Get Found for three-year and one-year terms respectivelyThe services have since both manually and automatically renewed.On October 24, 2016, GoDaddy contacted our customer regarding product renewalsOur customer indicated they would address renewals as they occurred, declining our agent’s offer to disable automatic renewal.On March 11, March 17, and April 5, 2017, our customer’s Website Builder, Get Found, and domain automatically renewed for two-year, one-year, and three-year terms respectively per our customer’s account preferencesGoDaddy sent renewal notices prior to expiration informing our customer the expiring items would renew in accordance with account settings unless additional action was takenOn April 17, 2017, our customer contacted our Customer Care regarding these renewals, requesting a refund for Get FoundOur customer was correctly informed the service was no longer refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 6, 2017, a chargeback was initiated against our customer’s products, withdrawing funds paid to GoDaddy, and our customer’s services were suspended from their account.On July 15, 2017, the chargeback inquiry for the Website Builder was resolved in our customer’s favor and on September 6, 2017, the chargeback inquiries for Get Found Essentials and the domain name were resolved in GoDaddy’s favorThese services were restored to their account, however are no longer refund eligible.Thank you again for the opportunity to address the concerns presented by our customer.Regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you Mr [redacted] for your response In particular, thank you for pointing me to your terms of service I was frankly surprised by your policy of not allowing customers to cancel auto renewal when contacting customer support and providing all the requested information including a photocopy of ID -- all of which I provided immediately Despite providing all of the documentation to cancel my account, the GoDaddy customer service representatives refused to immediately cancel my auto renewal They insisted that it was not in their power to do so and that the GoDaddy domain protection service would have to conduct an independent evaluation of my request to cancel the service They indicated that could take an indefinite amount of time but usually a few business days of time and that until GoDaddy determined that the domain was ok to cancel, that the auto-renewal would remain in effect I was able to cancel only by insistent and refusing to hang up the phone until the matter was resolved The customer service representative, whom I actually think did a fine job with a horrible policy, repeatedly claimed that it was I who was being unprofessional by not hanging up the phone on him once he explained the policy completely to me Since I would not hang up he eventually found a way to contact the "protected domain" personnel and canceled the account and auto-renewal policy There are several things wrong with this policy1) It is not in your terms of service under the section entitled "(A) GENERAL TERMS, INCLUDING AUTOMATIC RENEWAL TERMS" As a consumer, I expect this section of your service terms to be complete It is in fact, called "universal terms" so I assume it covers every case Nowhere in this section does it say that GoDaddy reserves the right to continue auto renewing a policy and automatically charging a credit card after the customer has requested that the service be discontinued In fact, it implies the opposite -- that you can if you cancel the service you will be credited for the time remaining on your contract.2) Customers should be able to change their form of payment anytime they wish The policy as explained to me by the support group was that once I had set up auto renew on my credit card there is no way to change it to anything else I even suggested to them that if they wanted to bill me later if it turned out that the domain protection group reject my request to cancel, they could bill me Again, this was not an option and should be.3) GoDaddy business practice of aggressively encouraging customers to sign up for auto-renewal and then putting every obstacle in place when customers want to cancel is wrong Consumers (note to BB) should be able to simply and quickly cancel services at any time Few if any will go to my lengths to fight this policy.I look forward to hearing how you plan modify the GoDaddy policy on cancelling accountsThanks for your time
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.The complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• GoDaddy Universal Terms of Service• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted] On March 14, during an online transaction the complainant purchased the Domain Names in question for a year terms.On March 15, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainantGoDaddy sent renewal notices prior to the expiration date on:• December 14, 2014• January 13, • February 12, 2015• February 27, 2015• March 9, 2015These notices indicated the Domain Names in question would be automatically renewed upon expiration unless action was taken GoDaddy provides customers with full control over the automatic renewal featureCustomers may, at any time, log into their account and modify this preference Account management is a customer responsibility On March 30, the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Names in questionWe appreciate the complainant’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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of serviceAs a onetime exception to Refund Policy GoDaddy is prepared to provide the complainant with a fifty percent refund of the most recent renewal of the Domain Names in questionThe fifty percent refund is not a reflection of GoDaddy’s profit percentage on the transactions, in fact it is well above our profit pointThis refund is contingent on the complaint’s cancellation of these Domain Names by May 1, Should the complainant wish to accept this offer they can contact this office directly.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Managing Renewals for Products and Services - [redacted] Canceling Products – [redacted] Refund Policy – [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards, [redacted] Office of the CEO - GoDaddy [redacted] ***
Dear Dispute Resolution Consultant,Thank 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 following.We stand by our previous response The GoDaddy products the complainant had purchased worked as expectedFurthermore, GoDaddy has no control whether visitors to the complainant’s website elect to email them.Should the complainant wish to repurchase GoDaddy’s Get Found product and complete the verification process that option is available to themWe also appreciate the complainant’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 and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO - GoDaddy [redacted] @GoDaddy.com [redacted] ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer We have reviewed this matter and would like to present the following.Our customer has had over one year to address any technical concerns they may have had with GoDaddy’s support teamsOur customer was also offered a refund of the most recent renewal for whichever email plan was not desiredGoDaddy will not be able to incur the cost outlined by our customer due to their not addressing the technical issues in a timely mannerAs an exception to our refund policy and gesture of goodwill, we will honor the prior offer to issue a refund of the most recent renewal for whichever email plan is canceledOnce our customer has canceled the chosen plan, they can contact our department for the offered refund at ***@godaddy.com.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 [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 May 2, 2014, our customer purchased a domain name for a one-year term via an online... transaction. The domain in question has renewed automatically each year since. On May 2, 2017, per our customer’s account preferences, GoDaddy automatically renewed the domain name in a good faith effort to honor its agreements with its customer.While the charge appeared to be levied on May 2, 2017. GoDaddy’s developers identified that charges during this time did not process with our payment processor. As such GoDaddy has reviewed purchases from this time period to ensure our customers were properly charged for the products in question. Notices were sent prior to the renewal of the domain name in May and after the charge was processed; no steps were taken to cancel the domain. A notice regarding the billing correction was also sent prior to the charge being processed. The charge in question was processed on July 13, 2017; our customer called in that same day to cancel the domain name. When our customer spoke with our support teams again on July 19, 2017, they were properly informed that as the domain renewed on May 3, 2017, even though we were unable to charge them until July 13, 2017 they were outside the refund policy.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer was notified via email prior to renewal that the products would renew if action was not taken. GoDaddy relies on its customers to maintain their accounts and desired products.Our customer may 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
Thank you for the opportunity to address the complainant’s concernsGoDaddy’s Online Bookkeeping, formerly Outright, is an online bookkeeping toolThe complainant created the free bookkeeping account in May, and upgraded to a paid account in October, On January 4, the complainant contacted the GoDaddy Bookkeeping team to unsubscribe from the serviceThe complainant was provided proper instructions to bathe data entered into the Online Bookkeeping tool and to unsubscribe RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.The complainant has since disputed their January 12, service renewal transaction with their payment providerAs such, we are unable to provide the desired refundThank you again for the opportunity to address the concerns presented by the complainant.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 complainantWe have reviewed this matter and would like to present the following.Prior to conducting business with GoDaddy, all customers are required to acknowledge and agree to the following agreements:· GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in questionOur research, along with the complainant's statement indicate this is a dispute between third partiesShould the complainant believe they have a legal right to domain name registrations within an account they do not have access, they may wish to review and utilize the Uniform Domain Name Dispute Resolution Policy (UDRP)This policy has been adopted by GoDaddy and is based upon the best practice recommendations of the Internet Corporation for Assigned Names and Numbers (ICANN)Additional information regarding this policy may be found at the link below.http://www.godaddy.com/agreements/ShowDoc.aspx?pageid=uniform_domainAltern...⇄ the complainant can pursue this matter further through the court system.RESOLUTION:GoDaddy takes its commitment to consumer protection very seriouslyFurthermore, GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility.GoDaddy cannot become involved in this third-party dispute and hopes the complainant can resolve their concerns with the parties involved.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO
Thank you for the opportunity to address our customer’s additional concernsOur office has connected directly with our customer, and they have been able to cancel the products in question We have provided a full refund in accordance with our refund policy.We hope that our customer will give GoDaddy a chance to earn their future business.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L***Office of the CEO - GoDaddy
They sold my domain name, continued to bill me for hosting. Then they didn't send my partial refund because I wanted the whole refund. So, they decided to do nothing. How is that addressed in anything I signed?
Thank you for the opportunity to address our customer’s additional concernsOn November 29, our customer purchased their domain name for a one-year term via online transactionOn January 7, a validated third party, not our customer, contacted our 24/customer care teams with questions about hosting optionsThe caller’s options were reviewed and a Website Builder plan was purchased for a five year termAgain, no reference was made to the domain name previously purchased and it was made clear no additional charges would be made with regard to the Website Builder plan until its renewal date from years from date of purchaseIf our customer wishes to maintain the domain name, it will need to be renewed on or before its renewal dateThank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Terri H***Office of the CEO - GoDaddy
Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attentionWe have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:• Universal Terms of Service Agreement• Website Builder Service AgreementCopies of the latest version of these agreements may be found at: [redacted] On June 9, 2014, our customer consulted with our Support team, discussing GoDaddy’s Website Builder During the conversation, our customer asked if the product was refundable if they were not satisfied Our representative stated that if the customer canceled within days, that they could receive a refund Our representative further stated that if they canceled beyond that period, they would receive a credit that they could use towards a different service.On November 11, 2014, our customer contacted GoDaddy’s support staff to cancel and request a refund for the Website Builder At that time, in accordance with GoDaddy’s terms of service and our Refund Policy, the customer was provided an In-Store Credit for the remaining unused months.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service, providing a refund as both explained during the sales call and described in our Refund Policy However, as a gesture of good will, GoDaddy has refunded the $back to their original payment method.Education:The following GoDaddy Support article describes, in full, GoDaddy’s refund policy:Refund Policy [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards, [redacted] ***Office of the CEO – GoDaddy [redacted] ***
I am unhappy with the response by Godaddy, Inc. As a paying customer with the corporation for years, I requested within 30 days of my hosting plan with them expiring, access to my information. I am aware that it was my responsibility to backup my data, and unfortunately this did not occur, and I am asking Godaddy, Inc. to make a good faith effort on their part to support their promise of customer service, as seen in their mission promise to "help their customer's kick a
s." The link to this statement is found in: [redacted] . I did not experience this promise. When I asked for even a 24-hr option to access my data, this was denied. I was ready to sign up again for another period of hosting with this company, yet they did not support my "small, independent venture" (see https:// [redacted] ) as they claim to, and instead insisted on an additional $150 to access my information. While this practice may be part of their common practice, I don't think it holds true to how they depict themselves as a company that cares about their customers, nor is it acceptable as an example of good customer service. This is my complaint: poor customer service, an unwillingness to work with a long-term customer who is asking for access to her account for a short period of time. Instead, this company has decided to hold my account hostage so that they can make more money off of me. This is sad, because I was a long-term committed customer for years, and was not planning on going anywhere. Again, I am not arguing their legal responsibility to me and my own responsibility in the transaction, but complaining about their lack of customer service, concern for the business relationship and their unwillingness to treat their long-term customer in a fair way.
Thank you for the opportunity to address our customer’s additional concernsWe stand by our previous responseOur customer purchased their domain name, Website Builder, and Office email starter plan all for a 1-year termAt the end of the term, the products failed to auto-renew as per our customer’s account settings as the payment method was declinedWhile our customer did manually renew their domain name, they did not renew the Website Builder or the Office planGoDaddy attempted to do so per the customer’s account preferences but the payment method was declined GoDaddy held the website content for days and after that time frame we can no longer restore our customer’s websiteOur customer may wish to visit archival sites such as http://archive.org, in an attempt to regain their contentOnce gathered, they will be able to utilize that information to rebuild their websiteAccount Management is a customer responsibility.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C [redacted] Office of the CEO - GoDaddy
Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] On August 30, 2013 our customer purchased a Deluxe hosting plan for a 2-year term. On... July 24, 2015 our customer renewed the service for another 1-year term, extending the expiration to August 30, 2016.On August 29, 2016, our customer contacted our support team for assistance with renewing their expiring hosting plan or purchasing a new plan offered by GoDaddy. Our customer chose to downgrade their existing web hosting plan from a Deluxe plan to an Economy plan and renewed the service for a 1-year term. Contrary to our customer’s understanding, at no time was a refund or credit for services discussed during the support interaction.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On November 14, 2016 our customer contacted our support teams and was properly informed the service was beyond refund eligibility. GoDaddy’s Refund Policy is publically available at [redacted] Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H [redacted] Office of the CEO – GoDaddy
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 23, 2016, our customer contacted our support team to renew an expired domain At that time our customer added a new payment method to their account but did not request to make this the primary payment method.On July 20, 2016, GoDaddy was instructed to automatically renew a Website Builder plan and attempted to do so however, the charge was denied by the issuing financial institutionGoDaddy sent renewal notices via email before and after expiration.Our customer connected with our 24/support teams on August 23, 2016, September 29, and October 16, inquiring about the state of their websiteDuring those calls GoDaddy waived a restoration fee and provided one year of free serviceWhen our customer demanded additional free time be added to other Website Builder plans and domains their request was declined.On February 18, 2017, our customer contacted our support team indicating their website was not publishedDuring this interaction our agent walked our customer through updating their DNSOur customer demanded additional compensation to offset the amount of time the website was offlineThis request was denied.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We encourage our customer to take a proactive role in managing their payment methods and making note of expiration dates for their products and services to avoid future problemsAccount management is solely a customer responsibility and our customer has a history of failing to manage their account billing.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 October 7, 2017, our customer purchased a one-year membership for GoDaddy’s Auctions site for $ GoDaddy’s Auctions site is a service provided to facilitate the buying and selling of currently registered domain names between customers Shortly after purchasing an Auctions membership, our customer attempted to list a domain name for sale in a 7-day auction, at an additional charge of $ Both of these transactions were processed via online transaction, without GoDaddy’s assistance.As part of the Auctions Membership Agreement our customers acknowledge and agree to, they acknowledge that the domains they are listing do not infringe on intellectual property rights of others Our customer was informed that the domain name they were attempting to list for auction was not eligible, due to potential trademark concerns RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has since connected with our support teams, and has been provided a full refund as a one-time exception to our Refund Policy, found at: [redacted] Future refunds will be provided in accordance with the Refund Policy While we certainly understand that potential infringement may have not been intentional on our customer’s part, GoDaddy encourages its customers to carefully perform their own due diligence prior to registering a domain to ensure it does not infringe upon the intellectual property rights of othersThank 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 additional concerns.We stand by our previous responseOn February 21, 2016, and April 2, 2016, our customer accessed their account and manually added Private Registration to the domain names in question via online transaction.Our customer has not contacted our support center at any time indicating there was ever an issue with their Private Registration serviceGoDaddy provides its customers with full account access and the ability to cancel services or edit their account preferences at any timeAccount management is solely a customer responsibility.As previously stated, only the latest renewal of Private Registration is eligible for refundAs a reminder, if our customer wishes to receive this refund, they will need to cancel the Private Registration service no later than March 6, 2018.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Johnee D [redacted] Office of the CEO – GoDaddy
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customerWe 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:• GoDaddy Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn 10/13/our customer purchased a domain name registration and Website Builder plan, each for a 5-year termWebsite Builder is a proprietary, template based product to construct a website.On 11/29/our customer contacted our support team to request a refund for the Website Builder planIn accordance with our Refund Policy; upon cancellation, the remaining time was refunded as In-Store credit, available for future purchases with GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.As a one-time exception amicably resolve this matter, GoDaddy has cashed-out our customer's available In-Store Credit back to their original payment methodFuture refunds will be provided only in accordance with our Refund Policy.Education: Our customer might find the following article helpful:Refund Policy:https://my.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,Kajavia R***Office of the CEO - [email protected][redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I have canceled per the website - again However I have not received the confirmation email promised in the instructions Please ensure this cancellation is immediately processed and my account credited Regards, [redacted] ***
Thank you for the opportunity to address our customer's concerns.Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at [redacted] On April 4, 2011, March 11, and March 17, 2014, our customer purchased a domain name, Website Builder and Get Found for three-year and one-year terms respectivelyThe services have since both manually and automatically renewed.On October 24, 2016, GoDaddy contacted our customer regarding product renewalsOur customer indicated they would address renewals as they occurred, declining our agent’s offer to disable automatic renewal.On March 11, March 17, and April 5, 2017, our customer’s Website Builder, Get Found, and domain automatically renewed for two-year, one-year, and three-year terms respectively per our customer’s account preferencesGoDaddy sent renewal notices prior to expiration informing our customer the expiring items would renew in accordance with account settings unless additional action was takenOn April 17, 2017, our customer contacted our Customer Care regarding these renewals, requesting a refund for Get FoundOur customer was correctly informed the service was no longer refund eligible.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On May 6, 2017, a chargeback was initiated against our customer’s products, withdrawing funds paid to GoDaddy, and our customer’s services were suspended from their account.On July 15, 2017, the chargeback inquiry for the Website Builder was resolved in our customer’s favor and on September 6, 2017, the chargeback inquiries for Get Found Essentials and the domain name were resolved in GoDaddy’s favorThese services were restored to their account, however are no longer refund eligible.Thank you again for the opportunity to address the concerns presented by our customer.Regards,Johnee D [redacted] Office of the CEO - GoDaddy
Thank you Mr [redacted] for your response In particular, thank you for pointing me to your terms of service I was frankly surprised by your policy of not allowing customers to cancel auto renewal when contacting customer support and providing all the requested information including a photocopy of ID -- all of which I provided immediately Despite providing all of the documentation to cancel my account, the GoDaddy customer service representatives refused to immediately cancel my auto renewal They insisted that it was not in their power to do so and that the GoDaddy domain protection service would have to conduct an independent evaluation of my request to cancel the service They indicated that could take an indefinite amount of time but usually a few business days of time and that until GoDaddy determined that the domain was ok to cancel, that the auto-renewal would remain in effect I was able to cancel only by insistent and refusing to hang up the phone until the matter was resolved The customer service representative, whom I actually think did a fine job with a horrible policy, repeatedly claimed that it was I who was being unprofessional by not hanging up the phone on him once he explained the policy completely to me Since I would not hang up he eventually found a way to contact the "protected domain" personnel and canceled the account and auto-renewal policy There are several things wrong with this policy1) It is not in your terms of service under the section entitled "(A) GENERAL TERMS, INCLUDING AUTOMATIC RENEWAL TERMS" As a consumer, I expect this section of your service terms to be complete It is in fact, called "universal terms" so I assume it covers every case Nowhere in this section does it say that GoDaddy reserves the right to continue auto renewing a policy and automatically charging a credit card after the customer has requested that the service be discontinued In fact, it implies the opposite -- that you can if you cancel the service you will be credited for the time remaining on your contract.2) Customers should be able to change their form of payment anytime they wish The policy as explained to me by the support group was that once I had set up auto renew on my credit card there is no way to change it to anything else I even suggested to them that if they wanted to bill me later if it turned out that the domain protection group reject my request to cancel, they could bill me Again, this was not an option and should be.3) GoDaddy business practice of aggressively encouraging customers to sign up for auto-renewal and then putting every obstacle in place when customers want to cancel is wrong Consumers (note to BB) should be able to simply and quickly cancel services at any time Few if any will go to my lengths to fight this policy.I look forward to hearing how you plan modify the GoDaddy policy on cancelling accountsThanks for your time
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.The complainant acknowledged and agreed to the following agreements upon conducting business with GoDaddy:• GoDaddy Universal Terms of Service• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted] On March 14, during an online transaction the complainant purchased the Domain Names in question for a year terms.On March 15, 2015, per the complainant's account preferences, GoDaddy was instructed to automatically renew the Domain Name for a two year term and did so in a good faith effort to honor its agreements with the complainantGoDaddy sent renewal notices prior to the expiration date on:• December 14, 2014• January 13, • February 12, 2015• February 27, 2015• March 9, 2015These notices indicated the Domain Names in question would be automatically renewed upon expiration unless action was taken GoDaddy provides customers with full control over the automatic renewal featureCustomers may, at any time, log into their account and modify this preference Account management is a customer responsibility On March 30, the complainant contacted our Customer Care team to request a refund of their most recent renewal of the Domain Names in questionWe appreciate the complainant’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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of serviceAs a onetime exception to Refund Policy GoDaddy is prepared to provide the complainant with a fifty percent refund of the most recent renewal of the Domain Names in questionThe fifty percent refund is not a reflection of GoDaddy’s profit percentage on the transactions, in fact it is well above our profit pointThis refund is contingent on the complaint’s cancellation of these Domain Names by May 1, Should the complainant wish to accept this offer they can contact this office directly.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Managing Renewals for Products and Services - [redacted] Canceling Products – [redacted] Refund Policy – [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards, [redacted] Office of the CEO - GoDaddy [redacted] ***
Dear Dispute Resolution Consultant,Thank 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 following.We stand by our previous response The GoDaddy products the complainant had purchased worked as expectedFurthermore, GoDaddy has no control whether visitors to the complainant’s website elect to email them.Should the complainant wish to repurchase GoDaddy’s Get Found product and complete the verification process that option is available to themWe also appreciate the complainant’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 and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO - GoDaddy [redacted] @GoDaddy.com [redacted] ***Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax
Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer We have reviewed this matter and would like to present the following.Our customer has had over one year to address any technical concerns they may have had with GoDaddy’s support teamsOur customer was also offered a refund of the most recent renewal for whichever email plan was not desiredGoDaddy will not be able to incur the cost outlined by our customer due to their not addressing the technical issues in a timely mannerAs an exception to our refund policy and gesture of goodwill, we will honor the prior offer to issue a refund of the most recent renewal for whichever email plan is canceledOnce our customer has canceled the chosen plan, they can contact our department for the offered refund at ***@godaddy.com.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 [redacted] @GoDaddy.comGoDaddy.com [redacted] ***Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax