GoDaddy.com

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1. the rude customer service was never addressed. I would like this to stay on their Revdex.com file and this company should not have a A+ rating.

2. I was waiting fir the supervisor ** to get back with me to resolve my problem. No one said at anytime I was coming close to an additional $80.00 fee

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 I need to know the total amount you are asking me to pay? I really don't like calling customer service because they are rude. I would like to talk through email. What does this club you are offering detail? I looked into my account and I didn't see anything. Also, I have two renewals coming up in June. When I tried to renew those the lowest price came up was $16.99 is that the best price I can get?  Who can you give me as a contact person at your company?

Regards,

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.As stated previously, .ASIA domains have specific residency requirements.  While the complainant has updated the contact information in their GoDaddy customer account, this does not automatically update the contact information for their .ASIA domain. The domain’s contact information has not yet been updated. Again, the complainant would need to update their CED contact information to re-activate the domain.  The CED contact is the party responsible for the domain.  This information can be updated in the complainant’s Domain Manager within their customer account. The complainant may find the following link useful:About .asia Domain Names[redacted]The complainant will want to review the section entitled “Can I update the contact information for .asia domain names?” for further information on the steps needed to update the CED contact information.Once the complainant has re-activated the domain, they would be capable of updating the domain’s nameservers to point to their chosen hosting provider.We 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 opportunities. GoDaddy 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

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.

Prior to the purchase of products and services our...

customer acknowledged the following agreements:

• Universal Terms of Service Agreement

• Get Found Service Agreement

The latest version of these agreements and other legal agreements may be found at:

[redacted] We sincerely appreciate our customer's candid feedback and will ensure their concerns regarding our Get Found product are reviewed internally.

Get Found is a tool our customers can use to publish their business information online. This in turn can positively impact the ranking of their own website with search engines, however, the timeframe for this to occur and whether a website achieves any ranking is determined solely by the search engines.

From our research the customer's website is listed in the search engines however GoDaddy has no control over how their pages may rank. As an example of this the customer can visit [redacted] and in the search box type as follows "[redacted]" (inserting the customer's actual domain name instead of domainname.com, not using quotation marks and no space between the : and the domain name) to see what pages have been indexed by Google. Again, while inclusion by being indexed will clearly show the customer's site is listed in Google it will not provide data on rankings for specific keywords or phrases.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them. We regret that Get Found did not meet our customer's expectations and will issue a full refund to them.

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest Regards

[redacted] Office of the CEO - GoDaddy

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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. The time added to the

domain names in question during their August 6, 2015 renewal, accompanied them

to their new registrar. As GoDaddy paid the registry for this time we cannot be

expected to provide a refund to the complainant.
Thank you

again for the opportunity to address and bring clarity to the concerns

presented by the complainant.Kindest

regards,[redacted]Office of

the CEO - GoDaddy[redacted]Scottsdale,

AZ 85260

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed our customer's complaint and account and would like to present the following.

 

On May 5, 2012 our customer purchased a domain name transfer adding one year to...

the registration term. Prior to purchasing their transfer our customer acknowledged the following agreements:

 

•         Universal Terms of Service Agreement

•         GoDaddy Domain Name Registration Agreement

•         Go Daddy Domain Name Transfer Agreement

The latest version of these agreements and other legal agreements may be found at:

https://www.securepaynet.net/legal-agreements.aspx

Per our customer's account preferences, Go Daddy was instructed to automatically renew our customer's products and did so in a Good Faith effort to honor its agreements with them. Account management is a customer responsibility. GoDaddy also sent multiple notices to the customer prior to the renewal date to allow the customer time to adjust their account preferences.

RESOLUTION:

Go Daddy acted in good faith to uphold its agreements with our customer; specifically, renewing the domain name upon its annual expiration in accordance with their account preferences.  

In an effort to amicably resolve this matter, our office has reached out to the customer via email to offer our assistance in canceling the domain name and processing a refund.  Our customer responded but has not canceled the domain name. If our customer cancels the domain name within 45 days of its renewal we will be happy to process a refund for the cost of the renewal.

Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.  

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

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Dear Dispute Resolution Consultant,We have reviewed our customer's additional comments and would like to present the following.GoDaddy has provided our customer with a refund of $49.96 in an effort to gain their cooperation with the cancellation of the Protected Registration service which they had purchased. Their services will remain active until the proper documentation has been received and verified by the appropriate team within our organization. Account management is a customer's agreed responsibility.  If our customer has concerns on how their information is handled, they may review our Privacy Policy located at https://www.godaddy.com/Agreements/Privacy.aspxThank you for the opportunity to address and bring clarity to the additional comments presented by our customer. Kindest regards, [redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:* Universal Terms of Service Agreement* Hosting AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On May 2, 2012, our customer purchased a Web Hosting plan for a one year term. This was for the period ending May 2, 2013.On May 2, 2013, per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. Unfortunately, the attempt to renew the service using the credit card supplied to us had failed and the customer was notified via email the same day. On May 3, 2013 GoDaddy contacted our customer by phone to determine if they wanted to keep their service active. During this interaction, our customer agreed to renew their service for another two-year term. A different credit card was provided to complete the transaction.On May 2, 2015, per our customer's account preferences, GoDaddy was again instructed to automatically renew the services in question upon expiration, using the payment method supplied to us by our customer.  GoDaddy attempted to do so in a good faith effort to honor its agreements with the customer. This attempt also failed and the customer was notified via email the same day. On May 6, 2015 GoDaddy contacted our customer by phone to determine if they wanted to keep their service. During this interaction, our customer agreed to renew their service for a two year term and used a checking account as the payment method to complete the transaction.On May 8, 2015, our customer contacted GoDaddy with a request to refund the renewal they had charged to their checking account and to apply the same fee to another payment option.  This request was fulfilled during that interaction.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.GoDaddy does not arbitrarily choose which payment method is charged for any transaction. The transaction in question was processed utilizing the checking account supplied to us, at the instruction of our customer. GoDaddy uses a third-party check processing company, [redacted], Inc. for check transactions. In a transaction such as this, [redacted] will supply the funds to GoDaddy for the services or products rendered, and then in turn collect the funds directly from the customer.The refund processed by GoDaddy on May 8, 2015 may be held by [redacted] for up to 10 days. During that time [redacted] determines if they have any outstanding claims to those funds, such as if a sale from a different company that was processed through [redacted] was still owed. If [redacted] finds they have an outstanding claim, all or part of the refund will be applied to what is owed. Otherwise, the funds typically would be released back to the customer’s financial institution by the 11th day.Should our customer provide us the appropriate email contact information from their financial institution, as a gesture of goodwill, GoDaddy’s billing department can request a waiver of the overdraft fee on their behalf, however the authority to waive the overdraft fee charged to our customer ultimately resides solely with their financial institution.Education:If our customer does not receive the funds by the 11th day after the processed refund, they will need to contact [redacted] directly. We have provided their contact information below for the customer’s convenience:[redacted] Contact Info:[redacted]

[redacted]Our customer might also find the following support article helpful in the future for managing their GoDaddy account(s):Managing Renewals for Products and Services -[redacted]Updating Payment Methods for Renewing Products -[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kindest RegardsStephen J[redacted]Office of the CEO - GoDaddy[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted].Our Domain Services team has done everything possible within our scope of support to assist the complainant with this matter.  Account management and security are the complainant’s agreed responsibility.The complainant has indicated that they know the party that has accessed the account in question, and as such, GoDaddy considers this to be a dispute between third parties in which we cannot become involved.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy takes its commitment to consumer protection very seriously.  Our goal is to reasonably ensure that the complainant is the registrant of the domain in question, and to do so, there are specific verification processes in place to confirm a customer’s identity. Again, account and domain management are a customer responsibility.EDUCATION:I???N, the Internet Corporation for Assigned Names and Numbers prohibits GoDaddy from becoming involved in domain disputes, however the complainant may wish to review the Uniform Domain Name Dispute Resolution Policy: Uniform Domain Name Dispute Resolution Policy:[redacted]GoDaddy has a long history of cooperation with the court system and law enforcement.We also recommend the complainant review our Attorney Tips page and encourage them to reach out to their personal legal counsel for further advice:Attorney Tips/Subpoena Policy:  [redacted]Finally, we understand this dispute between the complainant and another party is frustrating and sincerely hope they can both come to an amicable resolution.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,[redacted]

Dear Dispute Resolution Consultant, Thank you for bringing this matter to our attention.  We have reviewed our customer's concerns to which we would like to present the following. Prior to the original purchase of products and services, our customer agreed to the...

following agreements: * Universal Terms of Service Agreement* Workspace Service Agreement The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted] GoDaddy's support teams have worked vigorously to resolve any concerns brought to our attention by the customer. We remain open to working with them further to diagnose and resolve any issues they may be experiencing. RESOLUTION: Go Daddy acted in good faith to uphold agreements with our customer.  While our office is not a technical support channel and GoDaddy does not assign single points of contact for technical issues, we would be happy to listen to the customer's concerns in hopes of bringing resolution and scheduling a call with a technical team member. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]

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I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I never agreed to automatically renew my account.I would like to see a contract I signed stating otherwise.

Regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.We stand by our previous response. The In-Store Credit within our customer’s account, in the amount of $19.78 has been returned to the original payment method utilized in their transaction. The financial institution utilized by our customer has not rejected and returned those funds to GoDaddy.   Our customer will need to contact the appropriate institution to inquire how they handle funds returned to an account that may have been terminated.  Only in the event the funds are denied by the financial institution may GoDaddy issue the refund in the form of a check.The Search Engine Visibility product purchased by our customer functioned as intended.  Furthermore, the product was renewed upon its annual expiration in accordance with our customer’s account preferences.  The customer had setup and utilized the service for the specified [redacted] domain name that expired on February 12, 2015, followed its standard life-cycle, and released to the registry due to non-payment. That domain name is currently available for new registration. GoDaddy will provide a refund for the latest Search Engine Visibility renewal transaction in accordance with our Refund Policy once the product has been canceled.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention.  We have reviewed our customer's concerns to which we would like to present the following.

 

Prior to the original purchase of products and services, our customer...

agreed to the following agreements:

 

* Universal Terms of Service Agreement

* Domain Name Registration Agreement

* Hosting Agreements

 

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found athttp://www.godaddy.com/legal-agreements.aspx?

 

GoDaddy takes its commitment to consumer protection very seriously. The complainant provided invalid information during the creation of the account in question. As part of our verification process GoDaddy attempted to contact the complainant multiple times without success to verify if their purchase was legitimate.

 

RESOLUTION:

 

We value the complainants business and have acted in good faith, upholding our terms with them.

 

A refund was processed for the transaction. We welcome the complainant's future business and encourage them to use valid account and transactional information.  If the complainant provides the requested validation information the domain name and hosting plan may be restored to the account.

 

Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.

Kindest regards,

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Upon the registration of a domain name and adding Private Registration service...

our customer acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements and other legal agreements may be found at:[redacted]Go Daddy offers private registration services for select domain names via another company, Domains by Proxy. Customers may manage their private registration services; including the cancellation of the service, from within their respective Domains by Proxy account. Account management is a customer responsibility.  At no time did Domains by Proxy or GoDaddy require our customer to utilize the private registration service or hinder them from accessing their account to cancel the service.RESOLUTION:  GoDaddy sincerely values our customer's business and has acted in good faith to uphold its agreements with them. Our customer has since canceled the private registration service. As such, we have refunded the latest private registration renewal. Please allow 5 to 7 business days for the refund to be reflected by the customer's financial institution.Thank you again for the opportunity to address and bring clarity to the concerns presented by our valuable customer. Kindest regards,[redacted]Office of the CEO - GoDaddy

This has less to do with GoDaddy's policy as it has to do with customer service, or lack thereof in this case. Yes. Their policy is a 30 day notice and a notification via email, but they do not take into account whether or not their emails can be shunted off into a junk or spam folder, which in this case happened. It's one thing to be hardline on a policy if we were contacting them 60 days after or 90. As I pointed out in my contact with GoDaddy, most businesses will give 90 days to request a refund. On our part, when we found out about the charge, we called that day. It would seem that we acted in good faith in hopes that GoDaddy would work with a small business they purport to cater to. I find their hard line tactics at best unsettling and their 'letter of the law' approach to be quite customer unfriendly. As stated, we did not want to cancel our service for a full refund, but to reduce it so that we could better handle our expenses. I guess that policy and that extra $600 are more important to GoDaddy than to keep a customer. Regards,[redacted] IT Manager [redacted]

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at:...

[redacted]  On August 12, 2015, GoDaddy’s Customer Development team contacted our customer for an account review, and during the review suggested that the customer move from Hosted Exchange to the Office 365 email platform.  Hosted Exchange email is a product GoDaddy no longer actively offers.  On August 24, 2015, our customer contacted GoDaddy’s customer care center and purchased two Office 365 mailboxes. That same day, our customer contacted our customer care again with questions regarding his mailboxes being auto-migrated from Hosted Exchange to Office 365. Our agents informed the customer that auto-migration was not supported, and our customer canceled the Office 365 accounts.  On May 31, 2016, our customer contacted GoDaddy again wanting to migrate their email to Office 365 at no charge.  Email migration is a paid service, however, due to the previous misunderstanding our customer was offered 50% off the migration fee, which they declined.  RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We have been unable to connect with the customer by phone to discuss this matter. As a goodwill gesture, a refund has been provided for the remaining time left on both Hosted Exchange plans, totaling $152.82. Our customer can disable automatic renewal to ensure the product does not renew at expiration. Our customer may find the following instructions helpful: Turn Off Auto Renew: [redacted] Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards,KayJay R[redacted]

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention.  We have reviewed our customer's concerns and we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:•         Universal Terms of Service Agreement•         Website Builder Service AgreementThese agreements may be reviewed at https://www.godaddy.com/legal-agreements.aspx.Our customer purchased the Website Builder plan in November 2013 and first opened discussions about it with our staff this month, April 2014.  Per our policy, we can provide a full refund of a cancelled product within 45 days of the initial purchase.  As our customer did not contact us until after this timeframe, our customer care team offered to provide an in-store credit for the unused months still remaining on the plan.RESOLUTION:GoDaddy acted in good faith to uphold its agreements with our customer.As a one-time exception, we have refunded the customer's cancelled Website Builder in full for $239.76.  The customer will receive an email showing the refund has been processed. Please know it can take 7-10 business days for the refund to be reflected by the customer's bank. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.  Best 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 the complainant. After additional review by GoDaddy’s payment processing team, they have found the funds in question have not been returned to GoDaddy, as the complainant’s financial institution has not rejected these funds.  GoDaddy confirmed the payment to and provided the complainant with the ARN(s) (Acquirers Reference Number) associated with these transaction(s).When GoDaddy issues a refund to a financial institution, the receiving institution will typically hold the funds until requested by their customer (the complainant) to determine how the funds will be handled.If the funds were rejected, the financial institution should be able to provide a statement to the complainant that includes a transaction number that GoDaddy can utilize to trace these funds.   Again, only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check.   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]@GoDaddy.com[redacted]Scottsdale, AZ 85260

Thank you for the opportunity to address the additional concerns presented by our customer.   It appears that our customer is referring to a [redacted] Billing Agreement, which customers establish with GoDaddy via [redacted] when making a purchase using this payment option.  This payment method was utilized when the domains in question were automatically renewed per our customer’s account preferences.  [redacted] billing agreements are specific to the GoDaddy customer in which they are established, and do not reference other GoDaddy accounts.   A domain's expiration date is not arbitrarily set by GoDaddy. Our customer chose the initial date of registration and the term of registration.  At the time of purchase, our customer had many options available to them such as recording the expiration date in their ledger or calendar, as well as recording their account information in a secure place.  Customers may, at any time, log into their account and modify automatic renewal preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer’s account preferences.  Our customer did not disable the automatic renewal feature for the domains in question until after the transaction had been processed.  As previously stated, our customer was correctly advised by GoDaddy’s customer care team that the domain name renewal is non-refundable.     While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.   Thank you again for the opportunity to address the additional concerns presented by our customer. Kindest regards, Mandy O[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

Thank you for bringing the customer's additional comments to our attention.  We sincerely appreciate their candid feedback.

GoDaddy prominently displays pricing for both standard and bulk domain registration and renewal pricing on our landing page located at http://www.godaddy.com/bulk-domain-search.aspx?ci=8236.

Our customer may be eligible for bulk domain discounts if multiple domains are renewed in a single transaction.  If an applicable promotional code is applied to a Go Daddy shopping cart, our system will identify which discount/sale is greater and provide the appropriate pricing.

Thank you for the opportunity to address and bring clarity to the additional comments presented by our customer.

Kind regards,