GoDaddy.com

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

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant contacted GoDaddy’s online chat support teams on August 25 2015, to inquire purchasing a domain name with a discount they were presented on the GoDaddy website. The complainant was informed that the offer in question is for the first year registration at a discount with each subsequent year at normal price. The complainant is a Domain Discount Club member which automatically provides a discounted rate by paying a yearly fee.GoDaddy provides promotional offers to our customers which include an expiration date and limitations. We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly in conjunction with any existing discounts the complainant may already receive to provide them the best price possible. Additionally, some discounts have specific limitations that do not allow them to stack on top other discounts a customer may already be receiving.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. It is a standard business practice for companies to offer promotions with conditions. The complainants desire to use multiple discounts for a single purchase is not a cost that GoDaddy can absorb. However, as a goodwill gesture, we have refunded $5.25 back to the complainant for their recent domain purchase.EDUCATION:What is Discount Domain Club? - https://www.godaddy.com/help/what-is-discount-domain-club-2398Thank 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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
GoDaddy offers a domain monitoring service for which it charges a fee. For the fee, GoDaddy monitors a list of unavailable domains I submit to them. It immediately advises me via email of any changes in a domain's whois information. GoDaddy continues to collect fees from me without providing the service. For over a year - and still continuing - GoDaddy has told me it has software technicians working on the problem. Since it never got fixed - and still isn't - it can be presumed that information was false. The domain monitoring service is an integral part of my business of acquiring and selling domains. Without the service, we continually lost opportunities to acquire salable domains for our portfolio. We continued to wait because of GoDaddy's repeated assertion that the problem was being fixed. In response to our complaints, the company refers to its Terms of Service and other contractual agreements. Taking money without providing promised services is fraud. No agreement or contract can absolve a company for committing an illegal act.
We ask GoDaddy to transfer our monitored domains to another account - one in which the monitoring service is provided. We ask the initial fees for placing the domains in a new account be waived.

Regards,

Hello, after reading GoDaddy's response made me laugh and upset at sametime.  When I renewal, I was not informed about any new upgrades of website builder at all.  I never got emails about new version of website builder. Instead got spam email and phone calls about other service offers.  The other thing that makes me laugh is that they are saying I called once.  No, I talked to customer support for help on Website Builder (new version) twice and did not get the help I was looking for.  Spent good 30 minutes dealing with customer service.  Thats why on third time calling thats when I requested refund because I was barely into the one year renewal.
I understand about refund policy, but when GoDaddy lied, not informing customers of updates and no customer service help.  I feel my money was not going to good use and be waste on my part.  Thats why I ask for refund.  Which by the way, if you want to search how to get refund on GoDaddy's website.  Its very hard to find, thank you for link.
 
Honestly, I feel that I lost money on service that was not provided to me correctly and honestly.  If they stand by their customer service and the good faith of their products.  They would have helped me and adjust the program to my needs.  Instead got rude customer service and rude manager.
I understand if I am halfway through my renewal or towards my end of renewal, I will not get a refund.  But couple months into my renewal, I think there should be some kind of refund, an pro-rate refund.
 
Thats all I ask, somekind of refund because GoDaddy did not stand by their customer service and the good faith of their products.
 
Any questions or concerns, let me know.
 
Thank you [redacted]

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

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 18, 2014 during an online transaction the complainant purchased a Business Website Builder plan and Domain Name for a one year term.On April 18, 2015 per the complainant's account preferences, GoDaddy was instructed to automatically renew the Website Builder plan for a one year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date on:• January 18, 2015• February 17, 2015• March 19, 2015• April 3, 2015• April 8, 2015These notices indicated the Website Builder plan would be automatically renewed upon expiration unless action was taken.  GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference.  Account management is a customer responsibility.  Later on April 18, 2015 the complainant contacted our Customer Care team to request a refund of their most recent renewal of Website Builder plan and to cancel the scheduled renewal of the Domain Name in question.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service:  specifically, renewing the Website Builder upon expiration in accordance with their account preferences.GoDaddy cannot absorb any fees which the complainant may have incurred with their financial institution. However, GoDaddy has refunded in full the amount of the latest product renewal back to their original payment method. EDUCATION: The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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• Domain Name Registration Agreement• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn May 14, 2014, our customer purchased a Website Builder and two domain names, each for a one-year term.  This was for a period ending May 14, 2015.  On May 14, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their Website Builder service for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and date of the next renewal attempt, which was May 24, 2015.On May 15, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew their domain name registrations, each for an additional one-year term and attempted to do so in a good-faith effort to honor its agreements with our customer; however, as before, our customer’s financial institution declined payment.  Our customer was subsequently informed by email of the failed renewal attempt and the date of the next renewal attempt, which was May 26, 2015.GoDaddy sent renewal notices prior to the domains’ expiration date on:     April 14, 2015 (30 days prior to expiration)     May 9, 2015 (5 days prior to expiration)GoDaddy also sent a renewal notice prior to the Website Builder’s expiration date on:     May 4, 2015 (10 days prior to expiration)These notices informed the customer their expiring services would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.On May 24 and 26, 2015, respectively, GoDaddy successfully renewed our customer's products per their account preferences, honoring its agreements.Our customer contacted our support staff on August 13, 2015 (92 days after the expiration date of their services), requesting the cancellation and refund for the renewal.  Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date.  Our customer’s request for a refund for their domain renewals was, therefore, correctly declined.  Regarding the Website Builder, while the remaining unused months were only to be refunded as an in-store credit within the GoDaddy account, our agent made a one-time exception to the Refund Policy and returned the funds back to our customer’s payment method.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We are happy our agent issued a refund for the unused time on their Website Builder.  However, GoDaddy is unable to receive a refund for the unused time on our customer’s domain name registrations; consequently, we are unable to refund our customer.  Therefore, if our customer would like to reactivate either of the domain names they canceled, they may do so at no charge if they are reactivated before September 12, 2015.  Beyond September 12, 2015, the domain names may be either unavailable or require an additional redemption fee.  Our office or our 24-hour Customer Care team can assist our customer with reactivating the domains, if they choose to do so.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

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 am satisfied with the fact that I received my refund on my purchase.

Regards,

Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following:Based on the information provided by the complainant, GoDaddy is unable to identify an account to properly address their support interaction concerns. ...

Additionally, the phone information provided by the complainant is invalid, preventing our office from being able to reach out for clarification.GoDaddy’s Universal Terms of Service Agreement does require a valid payment method be kept on file within accounts with active services.  The latest version of GoDaddy’s agreements can be found at: https://www.godaddy.com/legal-agreements.aspx. Furthermore, GoDaddy accounts are specifically designed for a single user, and co-mingling/sharing of accounts is strongly discouraged.GoDaddy provides our customers multiple payment options, listed at https://www.godaddy.com/help/payment-methods-we-accept-for-purchases-[redacted]W...⇄ 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 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 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 Registration Agreement•    Microsoft Office Terms of Use The latest version of these agreements may be found at:http://www.[redacted]On September 19th and 20th of 2014 the complainant purchased Domain Names and related products during two separate online transactions. The complainant next contacted our Customer Care Center on October 7, 2014 t to request a refund for their Domain Names.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.This appears to be an instance of Buyer’s Remorse as we have no record of the complainant attempting to access their account or contact our Customer Care Center prior to requesting a refund. The complainant has been advised that new Domain Name Registrations are refundable if canceled and processed within five days of registration (120 hours).GoDaddy will make a goodwill exception to the complainant and issue a refund for the time remaining on their non-Domain Name products upon cancellation. If the complainant wishes to take advantage of this offer they may contact this office directly.Thank you again for the opportunity to address the concerns presented by the complainant.EDUCATION: The complainant might find this article on our Refund Policy useful.Refund Policy: https://[redacted]Kindest regards,  [redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

Thank you for bringing the customer's additional comments to our attention.

As stated in our original response, the customer violated the terms of GoDaddy's Auctions Membership Agreement. As such, GoDaddy exercised its right to terminate their Auctions Membership without further notice.

GoDaddy’s Auction Membership is available for purchase as a standalone product. The inclusion of our Auctions Membership with the purchase of a Domain Backorder does not reconstitute these services as a single product.

GoDaddy sincerely values our customer’s business and has upheld its agreements in good faith with them. As a onetime exception, we have refunded the backorder purchase to the customer.

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

Kindest regards

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

•         Workspace Service Agreement

•         Website Builder Service Agreement

On August 8, 2014, the complainant purchased the Business Website Builder and domain for a 3-year term.  As indicated on our website, the Business plan includes up to 5 email addresses with up to 500 MB total storage at no charge. We appreciate the complainant's candid feedback about our website and will ensure their concerns are fully reviewed by our website team.

RESOLUTION:

GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As indicated in the Workspace Service Agreement, which the complainant acknowledged and agreed to, free services may offer fewer features than the paid versions.  Email plans that support IMAP are paid services, and the complainant is welcome to purchase an upgrade to their email to utilize those capabilities.

If the complainant no longer wishes to continue using their Website Builder product and free emails, they are welcome to cancel within 45 days of purchase for a refund.  If the complainant chooses not to cancel the domain in question, any refund would be less the retail price of the domain's registration.

Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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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. Contrary to the complainant’s understanding, there was no error on GoDaddy’s part.  The complainant stated the transaction in question was completed by a minor in their household under the age of 18, which is a direct violation of GoDaddy’s terms of service. Because of this violation, GoDaddy refunded the transaction in full.  Ultimately, the complainant allowed their customer account and payment information to be used by a minor for an online transaction.  We would recommend they follow some of the best practice recommendations we previously sent to prevent this scenario from happening again.  To reiterate our previous response, account management is a customer responsibility. As the refund has already been processed, we consider this matter to be resolved.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

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx GoDaddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.  On May 28, 2014, May 28, 2015, and June 1, 2016, our customer’s financial institution provided GoDaddy with updated information for the payment method associated to the services in question.Per our customer's account preferences, GoDaddy was instructed to automatically renew the services in question and did so following our receipt of the updated credit card information in a good faith effort to honor its agreements with our customer.GoDaddy sent renewal notices prior to expiration for each service term, most recently on:•  April 20, 2016•  May 5, 2016•  May 15, 2016These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We have no record of our customer contacting support staff to request cancellation of services and deactivation of their account. Our customer will need to do so in order to ensure no future billing occurs within their account with us.  We also encourage our customer to review and manage their account settings to prevent further unwanted renewals. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[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 concerns to which we would like to present the following.Our customer purchased a Website Builder and a domain name with privacy through Customer Care Center...

on September 27, 2013. Prior to the purchase of products and services, our customer agreed to the following:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domains By Proxy Domain Name Proxy Agreement•    Website Builder Service AgreementThese agreements may be viewed at [redacted]Three months later they contacted our Customer Care Center to cancel their Website Builder and request a refund. At that time a partial refund of their Website Builder account was processed.RESOLUTION:Go Daddy acted in good faith to uphold its agreements with our customer. The original transaction included a domain name with privacy and a Website Builder account for a two year term. Domain names and privacy are not refundable products. We have made an adjustment to our customer’s refund of an additional $40.41 which refunds their Website Builder in full. Please allow 5 to 7 working days for the refund to process. At this time we consider this matter to be resolved. Should our customer have any remaining questions in regards to this matter or the Go Daddy account, our office is available via phone or email.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,

[redacted]Office of the CEO

Very cool. Really happy with the ease of use of their product, and the results.

I have been with godaddy over 10 years now. A lot has changed including the way godaddy sneaks in extra charges!!!! You need to unclick things like auto renew or they will keep billing you. Their website and the support that goes with it SUCKS! The new sneaky charges are the privacy ones. I called because I noticed my bill renewal was Way to much, so I saw that they added a privacy charge even though 80% of my other domains were not private. I called to get a credit back for the rest of 2016 AND ALL of 2017 and they said read the fine print, it is over 30 days. Are you kidding me, 2016 just started and 2017 renewal is OVER A year away...Calob the manager who kept me on hold for 30 minutes, chuckles and said NO REFUND PAST 30 days. You should have read the agreement.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.We are unable to locate an account that corresponds with the information provided by the complainant. Without being able to identify the...

customer account where the email plan in question is located, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolution. If the complainant can provide us with account specific details, we will gladly investigate their concerns further.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.[redacted]Office of the CEO[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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* Website Builder Agreement The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]

 Per our customer's account preferences, GoDaddy was instructed to automatically renew the products in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility. RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. Our customer has canceled the domain names and Website Builder plans in question. A refund for all services has been provided to our customer as a one-time exception.  Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,

[redacted]Office of the CEO

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 AgreementHosting Agreement The latest

version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December

3 2015, the complainant was contacted by our Network Violations Team with regards

to their hosting plan over utilizing the CPU resources within the shared

hosting environment they were on.  Specifically, the hosting plan had been

found to be set up and utilized as a file repository. The complainant

maintained full access to their hosting space to allow them to address the

matter and was informed their hosting account would be reviewed again on

December 9, 2015.  The notice informed the complainant that on that date,

if they have not brought their files per directory into compliance, their

hosting plan might be suspended.  Account management is a customer

responsibility.On December

11, 2015, due to the serious nature of this situation and lack of action from

the complainant, it was necessary to suspend their hosting account to protect

our network and its usage for other customers. FTP access remained available to

the complainant to allow them access to their files and address the matter.While the

complainant has an unlimited hosting plan, per the Hosting Agreement which the

customer agreed to at the time of purchase, they agreed that the hosting

account would not be used for the storing and archiving of files not related to

their website.RESOLUTION:GoDaddy has

upheld its agreements in good faith with the complainant and honored its terms

of service.The

complainant was provided until December 11, 2015 to remove the files in

question from the shared hosting environment.  As the complainant has requested a refund of their hosting account, we

will provide a refund of any unused, full months they may have paid in advance.

Once cancelled, the complainant can request a refund by emailing our office at

[email protected] you

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

presented by the complainant.Kindest regards,Ken C[redacted]Office of

the CEO - [email protected][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•         Hosting AgreementAs with all service providers, GoDaddy experienced unexpected technical issues and our technical support staff has been (and is) working quickly and vigorously to bring resolution and minimize any impact to our customer. We appreciate the complainant's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy 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 service.As a gesture of goodwill, we have extended our customer's hosting account for a three month term at no charge.  We sincerely appreciate their patience and understanding.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] Phone[redacted] Fax