GoDaddy.com

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 these agreements can be found at: [redacted]On May 9, 2015, our customer purchased a hosting plan via an online transaction for a one month term. This was for the period ending June 9, 2015.On June 9, 2015; per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. However, the customer's financial institution declined payment and the customer was subsequently notified of the failed transaction by email.GoDaddy provided ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on June 29, 2015 due to non-payment. Our customer did not contact our support staff regarding this matter until June 30, 2015.The customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content. Website restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up.Account management, including on time payments and data backups, is a customer responsibility.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.If the customer does not have their own backups on hand GoDaddy can attempt to restore the site for them. The cost for this service is normally $150.00, however, as a onetime exception, we will reduce this fee down to $75. The fee for this service is not punitive, but one to offset GoDaddy's labor and services cost. If the customer wishes to accept this offer, they may contact our office directly.Education:The customer might find the following articles useful.Back up Your Website[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards,Stephen J[redacted]Office of the CEO - GoDaddy[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. These agreements can be found at:...

https://www.godaddy.com/legal-agreements.aspx On March 1, 2015 our customer purchased a domain, email plan, and a Website Builder plan via online transaction, each for a 1-year term. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website.On March 1, 2016 and March 2, 2016, per our customer’s account preferences, GoDaddy was instructed to automatically renew the services in question for another 1-year term, and did so in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices on:• January 1, 2016• January 31, 2016• February 15, 2016• February 20, 2016• February 25, 2016These notices informed our customer their expiring items would be renewed in accordance with their account settings unless action was taken. GoDaddy provides customers full control of their renewal preferences. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility. On April 6, 2016 our customer canceled their services and requested refunds for the latest renewals.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The latest domain renewal transaction was refunded in full. Our customer was properly informed the email and Website Builder services were beyond the time period to receive the desired refund.    Our customer may find the following article helpful:GoDaddy Refund Policy –https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG...⇄ you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

[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.From the information provided, it appears the complainant is in dispute...

with a third party who controls the domain name in question.  GoDaddy has not entered into any agreements with the complainant. Any agreements the complainant has made with the third party would be outside of that party’s agreements with GoDaddy.  GoDaddy cannot become involved in third-party disputes.If the complainant is unable to amicably resolve the matter with the owner of the account where the domain name is located, they may request a Change of Account by filling out a 'Change Form'.  This can be found at the following link: https://supportcenter.godaddy.com/ChangeRequest/Index?ci=58841&idpXdReq=true...⇄ order for a domain to be moved using this process, specific verification information is required showing the complainant is the registrant or an authorized party for the company/organization listed on the domain.  If the complainant is not listed as the registrant but feels they have a claim to the domain's registration, they may wish to review our Uniform Domain Name Dispute Resolution Policy (UDRP) found at the link below:https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAINThank 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

I recently called Godady for a renewal and I have to say that the customer service representative was extremely rude. After speaking with him he quoted me the standard renewal price but for twelve months and after I asked him if that was the renewal price with a discount he became even more rude.

I asked to speak with a supervisor he but me on hold and then came back on the line and said the supervisor said there was nothing he could do and that there was no better pricing. I informed him that if I ask to speak to a supervisor he should have connected me to one not convey a message. He transferred me over but I got a lot of double speak. I have gotten better customer service from a call center in India then I did with Godady.

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.The response GoDaddy provided states that they will not allow release of my address so I can change company, without the provision of a full color copy scan of my driver's license including visible signature to this company for them to keep for record on their servers. This would obviously open me to identity theft and credit security risks. It is unreasonable.At no point in time did I agree to only allow domain security release with the provision of a scanned copy of my driver's license for your business to keep on file on your server, as you are reporting is required by GoDaddy. I have spoken to a representative from the [redacted] who also advised against providing a copy of my driver's license to GoDaddy for release of a website domain. This is an unreasonable requirement and designed to prevent customers from leaving GoDaddy and seeking out service with another company. My identification can be completed via the e-mail address I registered with, which has been satisfactory for all other GoDaddy transactions including adding more services to my account or the phone number I provided. This is acceptable to this company when paying for services, however is unacceptable when seeking service cessation. There are many other ways to prove my identity, including utilizing my address which you have on file, personal details, e-mail address or details about my account, history and password. Requiring that I give my driver's license is unreasonable and I never agreed to that. I have spoken to other bloggers whom were prevented from gaining access to their domain, whom also did not give a driver's license due to major personal security risk, and were forced to obtain new address from another company. GoDaddy has made this request in order to prevent customers from changing companies and in an attempt to force domain customers to purchase their services and prevent loss of sales.

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.

The resolution is not acceptable.  Expecting the average consumer to provide your Terms of Service to their lawyer for review and then red-line the document to be appropriate is unrealistic.  Nor, is it realistic to expect any consumer to read and analyze the multi-page documents that describe the automatic renewals and credit card update services.  This is very disappointing and frustrating.  After speaking with customer service (who was very condescending), they assured me they did not have proof that during the 5 year period, I did not select to disable the auto-renewal.  Given the growth in the market place for domain registration, and the millions spent on advertising, I find it hard to believe that GoDaddy.com would alienate an existing customer.  Please issue a refund.

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.  In search of our records and this complainant we were finally able to locate a screen capture provided by the complainant. In this instance, the complainant has chosen to utilize GoDaddy’s parked servers. GoDaddy customers are not required to utilize these servers.  While we do provide these servers at no charge to our customers, there is a real cost associated with the operation of the servers.As such, if the complainant chooses to utilize our parked servers a default template will be displayed that states “This Web page is parked FREE, courtesy of GoDaddy.com” and “Learn how you can get this domain”. We do not state the domain is for sale. Rather, clicking on the link associated with the wording “Learn how you can get this domain” redirects a user to our Domain Buy Service webpage. The webpage does not state the domain is for sale but offers a user the option of using our Domain Buy Service in a non-guaranteed attempt to negotiate with the registrant. Account management and domain configuration is a customer responsibility; the complainant maintains full control over their domains and where they resolve to. At any time they can point the domains away from GoDaddy’s servers to alternate servers or forward them to another destination URL.  GoDaddy provides DNS and forwarding at no charge to our customers.   We sincerely appreciate the complainant’s feedback about our support staff and will apprise our customer care managers. This will be done in an effort to address any opportunities that may exist to improve our service levels. RESOLUTION: We have upheld our agreements with the complainant and have always empowered them to resolve their domains to any destination they choose. We do not require GoDaddy customers to utilize our parked servers. Thank you for the opportunity to address the complainant’s additional comments.  Kindest Regards,[redacted]Office of the CEO – GoDaddy

A rip off. Even after requesting a cancellation they did not cancel auto renew and will now not refund the fee. The say it has to be done within 5 days of billing. When credit card companies send bills monthly how will a customer catch a 5 day refund window. Very unwilling to work with the customer and customer service team is very rude.

I ordered a website domain from godaddy about a month ago, called [redacted]com. The total was around 9 dollars and change. I got a phone call from a representative a couple days later who seemed very nice, but I am annoyed by all unsolicited calls so I wasn't too happy but I answered his string of questions, how are you? are you happy with your purchase? what are you planning to do with your site? seriously, I had other things to do so I said I was just going to park it for a while and work on it later... I have other websites I have been working on daily. Less than 24 hours later I got an email stating that my purchase was "suspicious" for possible "illegal activity use" under my new domain purchase, and that my transaction was closed and my money was returned and I no longer have that website! What?! I don't do anything illegal online and I certainly did not have any nefarious plans for this website! I am very upset about what happened and will not purchase a domain from godaddy again.

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We 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

• Domain Registration Agreement

 

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

 

GoDaddy sent multiple notices pre and post expiration to the customer. Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so in a Good Faith effort to honor its agreements with the customer however, the customer's financial institution declined payment(s).

 

On the date of expiration the customers purchased and agreed term of registration ended. After this expiration date GoDaddy (at our own expense) provided a 42 days grace period for the customer to renew or redeem their domain. Account management is a customer responsibility.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and will not be able to return the domain name to our customer.  

 

As the domain name correctly followed the normal expiration life-cycle and was acquired by another party, GoDaddy is unable to get the domain name back for the customer.  They will need to contact the current registrant directly and discuss any options for obtaining the domain name.

 

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

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I have been attempting to work with Go Daddy since November of 2014 (it is now the end of February, 2016) regarding some charges they electronically placed on my checking account from fraudulent activity. I did not authorize the charges, nor have I ever utilized Go Daddy services or products. The total charges are less than $72.00, and my bank (J.P. Morgan Chase) did a complete fraud investigation and refunded my money, with which I have provided Go Daddy with the paperwork. 15 months later, Go Daddy has STILL not deleted negative information from Certegy Check Systems or my credit file and refuses to allow me to speak with a representative from the billing / collections department. I have called Go Daddy numerous times in the last 15 months, emailed them documents from the fraud investigation my bank completed, and literally cried to them on the phone to remove the false information regarding me. I have even consulted my business attorney. I just completed a complaint with the Arizona Attorney General's office. Go Daddy has been impossible to deal with; they have horrible customer service. They don't seem to care that MY CREDIT and ability to function financially in the town where I live and practice business has been destroyed by their refusal to fix their error for over 15 months.

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.

This is my account and has been since October 2010. I have followed the process completely and they still refuse to follow through on their end. ?

Regards,

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.aspxWhen a customer sets up an account we require a four digit pin be created in order for our customer support to be able to securely validate a caller. We also allow for customers to validate an account with our support team with the last eight digits of a credit card on file for circumstances where the pin number cannot be used. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.We attempted to contact our customer by phone but were unable to connect with them. Our customer can request to update the email address on file to an active email address by filling out a claim form at https://ChangeUpdate.com.  If our customer needs assistance or has any questions about filling out the form they can call our 24/7 customer support team at 480-505-8877.We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Melanie V[redacted]Office of the CEO - GoDaddy

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.  Ownership of this account and content remains a dispute between third parties to which GoDaddy cannot become involved.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]Office of the CEO – GoDaddy[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 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

•     Hosting Agreement

•     Domain Name Transfer Agreement

•     Quick Shopping Cart Agreement

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

We sincerely appreciate our customer’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.

When our customer agreed to our terms they agreed that domain transfers can take up to 5 days to complete. The hosting terms of service our customer agreed to states that hosting migrations performed by GoDaddy are only a courtesy service. This service should not be confused with the do it yourself migration tool included with the hosting plan purchased by our customer.

Resolution:

GoDaddy's technical support staff worked vigorously to resolve all technical issues the customer experienced. From our understanding, the issues brought to us by our customer have been resolved. As a gesture of good faith, GoDaddy has issued a $49.99 In Store credit to our customer’s account which may be used on any future purchase.

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

Kindest Regards

Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the complainant’s additional concerns.
We stand by our previous response. We appreciate the complainant’s suggestions about our notifications during the failed billing process and will share this feedback with the appropriate parties internally.
As previously stated, account management, including maintaining data backups, is a customer responsibility, one the complainant agreed to upon doing business with GoDaddy.  GoDaddy sent multiple notices regarding each hosting account prior to expiration, and sent notices after expiration explaining the failed billing.   GoDaddy has no control over what happens to the email notices once they leave our system or how the customer's ISP or email client chooses to handle the email once received.  Notifications via postal mail are also not a timely or efficient manner of contacting customers regarding failed renewals.
After expiration, GoDaddy provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation.
The complainant did not call to address their renewal concerns in a timely manner, and as such, a complete data restore was not possible. Again, the reason GoDaddy charges a recovery attempt fee is not a punitive one, rather, it is to offset expense incurred by GoDaddy when our administrators must perform data recovery work to attempt to restore the deleted content.
In an additional goodwill gesture, our support teams have refunded the $80 recovery attempt fee, and we consider this matter closed.
Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.
Kindest regards,
Ken C[redacted]Office of the CEO – GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the 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• Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]The customer’s issue is one of account management. On January 18, 2013, our customer reached out to our support teams to determine why their site was down. The customer was informed at this time; their hosting had expired previously on September 27, 2012. During this interaction, the customer purchased a Website Builder package to rebuild their site.Per our customer's account preferences, GoDaddy was instructed to automatically renew the Website Builder plan in question and did so in a Good Faith effort to honor its agreements with the customer. The plan had also previously renewed on January 18 2014.Account management is a customer responsibility.Prior to the most recent expiration and renewal dates, GoDaddy sent the customer a renewal notice on January 11 2015. Additionally, on May 17, 2014, the customer’s domain name had cancelled due to auto-renew bring turned off.Our customer was not overbilled. GoDaddy followed the customer’s renewal instructions and allowed them full access over the account to modify their preferences at any time.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. Our customer has already connected with our support teams regarding the most recent renewal and a refund has already been provided.EDUCATION: The following information may be of benefit to our customer:Managing Renewals for Products and Services - [redacted]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]###-###-#### Phone###-###-#### Fax

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 am having my attorney review exact terminology in your agreement and will proceed accordingly. Go Daddy is the marketer of this toxic domain and should claim responsibility of the products they sell. In my business we do know the difference between right and wrong and always take the high road. The consumer of their products must be informed about these practices and policies. No Go Daddy, this is a bad business decision and you should do the right thing. I am not going to let this go.  

Regards,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the Go Daddy account in question to which we would like to present the following.We stand by our previous response regarding our customers account preferences. GoDaddy does not change the automatic renewal setting and account management is a customer responsibility.As previously indicated, both Online Bookkeeping accounts have been cancelled and there are no applicable refunds. Due to the time lapse there are no backups of the data. With that being said, we consider this matter resolved. If the customer would like to use Online Bookkeeping in the future we would like to offer a free one year plan as a goodwill gesture.  Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Best Regards,[redacted]Office of the CEO - GoDaddy