GoDaddy.com

The response from Mike L[redacted]s rejected because it is unacceptable for several reasons.  First, as soon as I learned that my GoDaddy products (domain name registration and web hosting) had auto-renewed I contacted GoDaddy and immediately cancelled everything on January 21, 2015.  Attached is an Email that I received from GoDaddy on 1/21/2015 acknowledging the transfer of the domain as well as another Email from GoDaddy acknowledging cancellation.  I was also given confirmation #23F8762%B4E&4449 by the GoDaddy representative as acknowledgement that ALL the products/services I had with GoDaddy were terminated.  At no time did the GoDaddy representative advise me that I also needed to cancel on-line, but instead the representative assured me that it had been taken care of.
Second, Mr. L[redacted] provides several links in his response, but those are not available by searching the GoDaddy website because there is NO search function available on the accounts page.  Attached is what my account page looks like, and it is impossible to do a word search on "cancel".  Therefore, providing links after-the-fact which cannot be found by customers is disingenuous and self-serving.  Mr. L[redacted] is attempting to make it appear that I overlooked easily accessible information, which is nowhere near the truth.  Such attempts to discredit me should be completely disregarded.  I see that Mr. L[redacted] uses this tactic in most or all of his responses.
Third, Mr. L[redacted] fails to acknowledge that the chat support is essentially nonfunctional because I have never been able to connect in writing to a GoDaddy representative using chat after numerous attempts.   A copy of the Error Message that is always received is attached hereto.   This is just a ploy so that customers can never communicate in writing with GoDaddy to prove that GoDaddy is failing to abide by instructions to cancel all services.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. To reiterate, when our customer contacted our support teams on June 18, 2015, they were properly offered a refund for the unused time remaining on the hosting plan once that plan had been canceled.  The refund would be provided as In-Store Credit, available for future GoDaddy purchases.  Our customer declined the refund and chose not to cancel the service.Account management is a customer responsibility.  Due to non-action within their account to either cancel the service or manage their product renewal preferences, the hosting plan automatically renewed upon expiration per our customer’s account preferences.   On November 30, 2015 the hosting plan was canceled and a full refund was subsequently submitted to the associated payment method for the latest renewal transaction. There are no further refunds applicable within our customer’s account. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260

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 Workspace Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 8, 2012 during an online transaction the complainant purchased the Domain Name in question and Certified Domain for a ten year term.  During that same transaction they also purchased a Deluxe Email Plan, Group Calendar and Online File Folder for a 3 year term.Emails were sent to the complainant prior to the scheduled expiration of their Deluxe Email Plan, Group Calendar and Online File Folder.  The complainant contacted GoDaddy’s Customer Care Center on March 30, 2015 and was assisted in cancelling their Deluxe Email Plan, Group Calendar and Online File Folder. As these products were at the end of their term no refunds were applied. During March 30, 2013 call the complainant made the decision to maintain ownership of the Domain Name in question and Certified Domain. These products are scheduled to auto-renew on April 8, 2022. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant is not currently eligible for any refunds per GoDaddy’s Refund Policy.The complainant has elected to maintain products within their GoDaddy account. Only accounts that do not contain active products or payment methods are eligible for deactivation. If the complainant elects to cancel their active products they can contact this office directly to request the deactivation of their GoDaddy account.EDUCATION: The complainant might find the following articles useful:Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsI don't want to get email or direct mail from you. How can I stop it?https://support.godaddy.com/help/article/2688/i-dont-want-to-get-email-or-dir...⇄ you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John McCarthyOffice of the CEO - [email protected] N. Hayden Rd. Suite 226Scottsdale, AZ 85260(480) 505-8828 Phone(480) 275-3975 Fax

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

https://www.godaddy.com/legal-agreements.aspx On October 22, 2015 our customer purchased our Website Design Service for two years, Logo Design for one year, and Private Registration Services for an existing domain name for one year. Part of the Website Design service also included a non-refundable build fee. The website and logo were built to our customers specifications and satisfaction. RESOLUTION: GoDaddy upheld its agreements in good faith with our customer and honored its terms of service. As a courtesy, our customer was provided a full refund for the Website Design Service despite it being outside our refund policy. Our Logo Design and Website Design Build Fee are not refundable. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Terri H[redacted] Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,Thank you for 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• Domain Name Registration AgreementThe latest version of these agreements and other legal agreements may be found at:http://www.[redacted]When our customer agreed to our terms they agreed that account management is a customer responsibility. When the domains in question expired, the customer’s agreed term of registration ended.GoDaddy does not arbitrarily add privacy service to a domain name registration. Adding privacy to a domain is solely a customer decision.GoDaddy maintains no control over the successful receipt of email sent to an address managed by a third party email provider. At the time our customer’s last contact with us their domains were ineligible for transfer.Resolution:GoDaddy sincerely values our customer’s business and has acted in good faith upholding our agreements with them. Our customer may manage their private registration services; including the cancellation of the service, from within their respective [redacted] account. Account management is a customer responsibility. As a onetime exception, GoDaddy will waive the associated redemption fees while the domains in question are in an eligible status. Our customer is still responsible for the cost to renew the domains in question. Should they agree to this offer, they may contact our office directly.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

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. These agreements are found at:...

https://www.godaddy.com/legal-agreements.aspxOn June 2, 2015, our customer purchased GoDaddy’s Website Design Service, including a one-time, non-refundable design fee.  The service enlists GoDaddy’s Professional Web Design team to create a custom website, and utilizes GoDaddy’s Website Builder as hosting of the site.  Our customer purchased the Website Builder hosting services for a one-month term and acknowledged responsibility for any further hosting service renewal fees.On June 19, 2015, our customer was presented a draft of their site for review. As our customer was not satisfied, our design team built a new website and provided an additional month of hosting at no cost.On June 23, 2015, GoDaddy contacted our customer with a reminder of their upcoming renewal of the site hosting; our customer disconnected this call.  GoDaddy sent additional email notices on July 29 and August 5, 2015 respectively, notifying our customer their site hosting was at risk of being canceled.  On August 8, 2015 the site hosting was canceled due to non-payment, and notification was emailed to our customer.On January 15, 2016, our customer contacted GoDaddy to publish the site, and was informed the site content was no longer available.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy has contacted our customer and agreed to build a new website.  As a one-time exception, the non-refundable design fee was waived, however our customer will still remain responsible for the associated cost of the Website Builder hosting renewal.Thank you again for the opportunity to address the concerns presented.Kindest regards,John M[redacted]Office of the CEO – GoDaddy

Dear Dispute Resolution Consultant,

 

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

 

GoDaddy honored our customer’s instructions according to their account settings. The customer's agreed and purchased term of registration ended on the day the domain expired and GoDaddy provided our customer with a 42 day grace period post expiration to renew their domain name.  GoDaddy attempted to notify the customer multiple times (pre and post expiration) but had no control over the customer's decisions in regards to the renewal of the domain. 

Thank you again for the opportunity to address the concerns presented by our valuable customer.

Kindest regards, 

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260 

###-###-#### Phone

###-###-#### Fax

Dear Dispute Resolution Consultant,

Thank you for bringing the complainant’s additional comments to our attention.  We have reviewed this matter and would like to present the following.

As previously stated, the request received by our Domain Services team on November 18, 2013 included legitimate documentation that satisfied our requirements for an account update.  The requesting party then took actions to transfer the domain in question to another registrar, [redacted].  GoDaddy has no influence over [redacted] in this matter.

The complainant has been notified that [redacted] will not return the domain name at this time, as they have determined this issue to be a dispute over proper registration.

RESOLUTION:

GoDaddy upheld its agreements in good faith and honored its terms of service.

The complainant will need to settle this matter with the party who transferred the domain to [redacted] via arbitration or the court system.

Thank you for the opportunity to address the complainant’s additional comments.  

Kindest Regards,

Office of the CEO – GoDaddy

After reviewing my website,it's said to say we spent 1137.00 to have aprofessinal do it and we have to make are own changes.I want a 500.00 refund back!

I tried to use GoDaddy to build a simple site. They lead me to believe I could use the tools they offered. Didn't work for me at all. I have two sites with another host but because of the conversion rate on the dollar I was going to move to GoDaddy. I explained to GoDaddy that they did not have what I needed and ask for a refund after 3 weeks. I was told they don't refund and do credits which are worthless to me. Now I can't even get into my account to close it and they told me if I didn't close my account more funds could be charged to me. Don't ever use them!!!!

Just a word of warning so others don't make the same mistake as me. Don't use GoDaddy for anything. I used them years ago and had no problems, but when I set up my website again last year I immediately started getting hounded with phone calls about small business loans. I asked the rep about it and he said it's for ICANN and they have to put the info on there, but for a small fee they could hide it. How nice of them. Then they sent me email after email saying my service wouldn't auto renew because my card was expired so I thought I was done with them. Then I got an email saying that they did auto renew somehow. I just got done cancelling the services with them and they didn't give me all of my refund back. They said they couldn't refund the tax because of the laws in my state. Funny that has never happened to me before in this state.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:•         Universal Terms of Service Agreement•    ...

    Domain Name Registration AgreementThese agreements are found at: [redacted]On November 14, 2012, our customer registered four domains online, each for a 3-year term.On November 15, 2015, per our customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question and did so in a good faith effort to honor its agreements.GoDaddy sent renewal notices prior to the expiration date on: •         October 15, 2015 (30-day notice) •         November 9, 2015 (5-day notice)These notices informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.Contrary to our customer’s understanding, we are unable to find any phone calls placed to GoDaddy by our customer in November 2015.RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer did not contact GoDaddy until after the timeframe had passed to receive a refund. As GoDaddy is unable to receive a refund from the registry for the domain name renewals, we are unable to refund our customer.  We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Our customer may find the following GoDaddy Help articles useful:Refund Policy[redacted] Managing Renewals - https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Th...⇄ you again for the opportunity to address and bring clarity to the concerns presented.Best regards,Melanie Van K[redacted]Office of the CEO - GoDaddy

Revdex.com Complaint # [redacted] Rejection of GoDaddy Response to Complaint # [redacted]January 21, 2015The January 8th GoDaddy response is not acceptable and, as has happened for over one-year now; it is because they have multiple people involved in a situation and no one has the whole story nor do they really take the time to find the real story or real customer need.Anything short of what was requested leaves me, a small business owner with stranded assets due to reliance on GoDaddy promise.  I have paid for programing on the Office 365 GoDaddy platform.  THEIR PROMISE:1. GoDaddy will move me to GoDaddy’s Office 365 platform; transfer my email account and activity so that I would be seamlessly transferred without additional work on my part. (REFERENCE PAGE 10 OF 14)2.   Why did they promise this?  Because I was considering leaving GoDaddy and going to [redacted] or staying with GoDaddy and using [redacted] Office [redacted] for calendaring ($99 one device installation). It was time to renew with GoDaddy or leave. I was convinced that Office365 did make more sense as I had multiple devices that needed to access my email and calendars but not in love with [redacted] vast system  and I was familiar with GoDaddy. I was promised by GoDaddy that I would have full GoDaddy Support on the Office 365 platform rather than [redacted].a.    As an encouragement to try GoDaddy’s new Office 365 platform as an early adopter Iwas promised the easy-hands off transition.b.   There was not a price difference to go with GoDaddy versus directly with [redacted].  Theonly rationale I had was the simplicity of transition with a company that I (then) trusted.DELIVERED:3.   The transition was started. Email folders backed up and new platform loaded. Things did not balance out and I could not access platform and once accessed software did not perform. [redacted] got involved and it took several months for them to locate a few glitches in their software. Then I asked GoDaddy to reload and try again.  Files still not in sync. Addresses never loaded, I could still not access platform, continued denial that the pass[redacted] was wrong. I reported issue to GoDaddy and it appears that GoDaddy was fine to just let me pay for both their GoDaddy email AND Office 365 on their platform rather than investigate the issue. ([redacted])a.    Other elements of Office 365 ([redacted], [redacted], [redacted]) did not work correctly either.  I hired an IT person to work with [redacted] (so much again for GoDaddy promise) and get the various piece-parts working (note Doug on some of the email strings with [redacted]). It was a number of software glitches. However I still had constant issues with logging in, continually needing to reset my pass[redacted] and this continued until just before Thanksgiving in November 2014.b.   Addresses and Groups have never been addressed nor moved as promised.4.   Just prior to this Office 365 fiasco with GoDaddy I had hired an IT firm to create online documents and database for a training program I run. ([redacted] where they were constantly blocked out of system due to pass[redacted] issue; they were working on my [redacted] doc/[redacted] etc..) In the first quarter 2014 they suggested use of [redacted] which then uses [redacted] and they then could create an Access Database for me in an attempt to keep my overhead low. Given I already had invested in Office 365 I had them instead use [redacted] Docs and my Office 365 platform rather than [redacted].  As they programmed I constantly had to reset the pass[redacted], it was ridiculous, and the system would tell us to wait 36 hours and 4 minutes or have the admin reset the pass[redacted].  This continued through early November, 2014.5.   In November 2014 after calling in and complaining for the 3rd or 4th time to GoDaddy about thepass[redacted] problem they relayed that not only did I need to re-set the pass[redacted], I needed to let the system generate a TEMORARY pass[redacted] or,  as it turns out [redacted] would simply eliminate the changes. REALLY? They let me struggle with that for MONTHS and didn’t inform me until I finally complained and asked for a manager?? It is an example of their lack of understanding the interface between their platform and Office 365 in which I was caught in the middle.6.   In November with this tidbit of pass[redacted] information corrected, things finally seemed to be straightening out so I asked to have my email, address book, calendar all turned up on Office365 so I could exit the GoDaddy platform email.  GoDaddy had charged me for both GoDaddy email and Office 365 all of 2014 even though the intent was to exit 12/17/13 and move to Office365 and they did NOT DO WHAT THEY PROMISED AND MADE OUT FINANCIALLY BY DOING SO.I find myself at present in the exact same loop for this second year.  They now tell me that I need to migrate and they will be glad to help.  So I did. A wonderful GoDaddy representative [redacted] spent 4 hours with me re-establishing my email into Office 365 [redacted] and the [redacted] Exchange.  (REFERENCE PAGES 8 OF 14) and we moved over to the new platform with the intent of exiting the GoDaddy Workspace no later than 12/17 when it expired. At first glance it appeared that the emails had correctly transferred to the platform, but once I began using the Office 365 [redacted] program I found the emails REALLY were not there, I could not pull them up and reply or re-use.  The intent of the seamless transfer was to keep my history intact and move forward. It has not happened to date. Additionally when I called back in on Sunday 11/23 to report missing emails and inability to pull up email & calendar on my phone, [redacted] had me walk through a process that actually lost MORE of my email – it was worse than before I called and all the progress that [redacted] had made is wiped out.7.   I was told by the GoDaddy representative that if I left GoDaddy for [redacted] I would lose mydata and programing that is on the GoDaddy platform. If I do not continue to pay for the GoDaddy Webmail Workspace, I will lose my prior email, my addresses and my groups which I use to communicate with clients and prospects. I feel trapped by GoDaddy and understand why they toss out that I “could” leave. I will gladly leave IF GoDaddy will back up all of my email, addresses, groups and my files and programs resident on their Webmail Workspace and on their Office 365 platform so that [redacted] can take it in on a stand-alone platform for me. I also require a cash refund of the money paid to GoDaddy for Office 365.Alternatively – to stay with GoDaddy I need Office 365 [redacted] and calendar fully loaded and balanced as promised and fully operational, an extension of the Office 365 platform for one-year without additional funding by me and a credit for the Workspace email paid for 2014 and todate 2015.  If the email cannot be balanced out then it is acceptable to me to have my GoDaddy Workspace remain indefinitely without charge so that I can use my history and templates to conduct my business with minimal disruption.8.   Several very good GoDaddy representatives tried to help me transition the platform in November. However the folders NEVER carried all the email content and subsequent representatives would make things worse versus better.  Great assistance was provided from: [redacted] and [redacted].  [redacted] then reversed that progress when I called to attempt to access the Office 365 email and calendar on my phone and find the missing emails.  The product is represented as the ability to work seamlessly from any device; THAT has not happened to date.9.   All of the time GoDaddy has spent on my behalf has also been spent by me ++ and then even more by persons I hired to work with [redacted]. The time to document this issue is costing me time that I should be working on MY Business. They say every defection has all you need in order to improve customer service and retain business. GoDaddy – you need to read this complaint carefully and respond as if you finally LISTENED.Sincerely, [redacted]

Thank you for the opportunity to address our customer’s additional concerns. Contrary to our customer’s understanding, GoDaddy has provided multiple gestures of goodwill.  On May 4, 2016, to resolve Revdex.com Complaint [redacted], our customer was provided 1-month of hosting services.  Furthermore, on July 18, 2016 our customer was provided a hosting plan upgrade and 1-month renewal at no cost after stating they did not have a pleasant interaction with our support team.   GoDaddy has provided our customer $54.71 CAD in goodwill gestures. GoDaddy will not continue to provide further services at no cost. Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

I did adjust my settings so the URL would renew one year at a time and they magically were reset to the original setting of 5 years...and I was charged for a 5 year renewal. What will prevent GoDaddy from changing my renewal setting to 5 years after I change it to 1 year?

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•         Direct Affiliate Program AgreementWe sincerely appreciate our customer's feedback. A review of the complainant's account showed that the payee information that they provided to us was invalid. This caused the payout to fail.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have connected with the complainant, they have updated the required information, and the funds have again been processed.  If the transaction again fails, we have requested that the complainant notify us directly, and we will issue a check for the funds per their wishes.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

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 AgreementOn August 17, 2012 the complainant purchased the domain in question for a two year term.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain in question and did so in a Good Faith effort to honor its agreements with the complainant.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant canceled the domain in question within 5 days of renewal, the transaction has been refunded to the complainant’s original payment method per our Refund Policy. The complainant may log into their customer account and remove all payment methods.  Once removed, the complainant may request the account be placed in a “deactivated” status by contacting our office directly via email.  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]

[redacted] Phone[redacted] Fax

I've been a loyal customer for years. However, I have never been mislead or deceived as badly as today by any company. Charging and preventing a transfer of a domain and turning my autoreneawl on without my permission along with not being honest upfront of charges and conditions, is obscured. You should care more about your customers,not blaming them, and be more honest with them before any purchases. What's worse is the customer service agents saying there is nothing that they can do -- even though it is your fault. Unbelievable.

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.

There was not any dispute over the ownership of the GoDaddy account as I have had this account for over 10 years. I have had multiple domains in this account over these years. The request made by the third party should have been valid for only 1 of the domains listed in my account. The third party should never have been allowed to take over my entire account - they should only have been allowed to transfer the 1 domain out of my account. The company the third party was representing was never listed as the owner of my account - they were only listed as the owner of the 1 (2) domain [redacted] and [redacted]).I still want the credit (as if September 17, 2014 this amount was ~$137.59) that was in my account transferred to my recently set up GoDaddy account and all my personal information (such as credit card number(s)) removed from the account GoDaddy made the mistake in allowing an unauthorized 3rd party to take over ownership.Perhaps GoDaddy can provide a copy of all the 3rd party's documentation that was provided by them and convinced someone at GoDaddy that they had the authority to take over the account?

Regards,

Bill Hayward

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  On March 8, 2016, during a support interaction with our Chat team, multiple options were described to our customer which they may use to attempt to re-acquire the domain name.  Those options included the purchase of a backorder, contacting the owner directly, or using our Domain Buy Service. None of these options are guaranteed to acquire the domain. As GoDaddy’s Domain Buy agents attempted to negotiate a sale from the Domain Buy Service purchased, GoDaddy is unable to provide the requested refund. Our customer may find the following article informative:GoDaddy Refund Policy –https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy