GoDaddy.com

Dear Dispute Resolution Consultant

We have reviewed our customer's rebuttal and would like to present the following.

GoDaddy

has provided the customer with $92.97 in exception refunds to date with

this matter in an effort to gain their agreed cooperation with the

cancellation of the Protected Registration service.

Additionally,

our customer has placed chargebacks against GoDaddy in this matter

which prevent us from working with them further until they are resolved

in the matter of funds paid or to be considered for additional exception

refunds.

At this time, we have not received proper business

documentation from the customer needed to cancel the service. As a

business was listed as the Organization on the domain, this supersedes

the first and last name for the domain and is required for cancellation.

Additionally, we have offered the customer to provide us with an

alternative document that states that the business was never properly

active and the customer has not provided this to us.

GoDaddy

has honored its agreements with the customer, made a best effort attempt

to resolve this matter as well as made exception refunds to them in

order to obtain the customer's agreed cooperation in cancelling the

service.

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

[redacted] Phone

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All of my databases are still not recovered.   While I understand you cover yourself in legal terms burried in your terms of service,  it still does not make this good customer service or a decent way to treat your long term customers of ten years when non payment is due to my credit card being compromised due to fraud!   And to make things worse,  the two Sites that I am most concerned with recovering,  one of which is a site I host and manage for Free for a charitable organization are still not recovered.   And I work at a tech company.   The actual 'work'  time of restoring a backup is a matter of minutes,  not this big production that requires exorbitant charges.   I currently have a ticket still open that I am still waiting to be addressed on these main two sites on one of these hosting plans.    See incident ID [redacted] for more information.   So at this point,  not only are your restore fees ridiculous,  and not only is charging them when payment wasnt received due to fraud poor customer service,  but I have not received what I've paid for.

GoDaddy.com didn't just autorenew my account but added on some bogus services that I never used. It's impossible to get help via chat so you need to find time to call and wait on hold. They added services to my account that I previously turned off and had the nerve to charge for them. This is really a SCAM! They should not be allowed to do this and should not be trusted with payment info. I canceled my account and services immediately and need to work with my credit card company to get a refund.

TERRIBLE customer service!! don't be lured in by cheap starting prices, they'll put you on auto renew, jack up the price, and if you don't contact them within 5 days they refuse to process a refund. I spent an hour on chat with customer service and then customer service supervisor, then they said, well maybe billing can help - i've been on here for an hour, why didn't you say that previously?!? I did not talk with billing, I have filed complaint with my credit card company - stay away, far far away!

They host my website. Recently the site has been down sporadically. The 3rd time I called about this they told me the server was old and that I needed to migrate my site to a new server. They told me they didn't do this and I had to do it myself. I called my webdesigner who ended up calling me at least 3 times and still cannot get my site moved because of technical issues they can't address. So, I am paying for a website that works when it wants and they could care less.

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 first cancelled auto renewal with the help of GoDaddy support staff on 6/12/2013. It was then activated again (by GoDaddy, not by me) on or before 10/8/2013. I then cancelled the auto renewal again. It was then reactivated by GoDaddy on or before 17/11/2013. None of the reactivations were done with my knowledge or consent. In addition, I spoke with [redacted] regarding this issue in May of 2013. They informed me that all merchants, including GoDaddy, must honor cancellation requests. I sent the letter as instructed by [redacted] to GoDaddy informing you to never automatically charge my [redacted] even in the case where renewal has been asked for. [redacted] assured me that this overrules any policy you may have with me because it would be in violation with the agreement you have with [redacted].I have done my reasonable best to ensure I was not fraudulently charged again, but it happened anyways. If you need to re-cancel something to process my refund then go ahead.

Regards,

Thank you for the opportunity to address our customer's concerns. Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal-agreements.aspx.On May 9, 2011, our customer purchased a domain name transfer via...

online transaction.  Domain transfers allow customers to transfer their domain’s registration to GoDaddy.  During this transaction, our customer purchased an additional 4 years of registration for the domain.On July 16, 2016, per our customer’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 our customer.GoDaddy sent renewal notices prior to the expiration date on:April 16, 2016May 16, 2016June 15, 2016June 30, 2016July 10, 2016These notices informed our customer their expiring domain would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.On September 2 and 6, 2016, our customer contacted GoDaddy’s customer care requesting a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As a domain registrar, GoDaddy pays registries when renewing or registering domain names on a customer’s behalf, and has a limited time frame in which we may be able to receive funds back from canceled domains.  The domain was renewed in a good faith effort to uphold our agreements with the customer, and is past the period of refund eligibility.  We 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,Mike L[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 would like to present the following.

Upon purchase of services, our customer acknowledged our Universal Terms of Service...

Agreement.  The latest versions of GoDaddy agreements may be found at:

http://www.[redacted].com/[redacted].aspx

Per our customer's account preferences, GoDaddy was instructed to automatically renew a service upon its annual expiration and did so in a good faith effort to honor its agreements with the customer. The service has automatically renewed twice since being purchased and remains active within their account. GoDaddy sent renewal notices prior to the renewal transactions occurring. Account management is a customer responsibility as agreed to in our terms of service.

RESOLUTION:

GoDaddy has upheld its agreements in good faith with our customer. Account management is a customer responsibility.

As one time exception we are refunding the most recent renewal of our customer's Express Email Marketing plan in the amount of $155.88.

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

[redacted]. [redacted]. [redacted]

[redacted]

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Dear Dispute Resolution ConsultantThank 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

• Website/Web Store Design AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]We appreciate the 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 any improvement opportunities that may exist. GoDaddy strives to offer the best service levels in the industry.On November 27, 2012, our customer purchased Website Design Services from GoDaddy for 1 year. Website Design is a product where GoDaddy builds a website on behalf of the customer using our proprietary software. Hosting service is also provided with every Web Design package. The agreement for this service, which our customer accepted, specifically states:“Websites and Web Stores designed by us are built on and integrated with our hosting platform, and any attempt to migrate or otherwise transfer any such website or web store to another hosting provider is a violation of this Agreement.”Upon reviewing their interactions with our support staff, we have no evidence supporting our customer’s claim that they explicitly inquired about the ability to host the website we built for them with another provider. Had they done so, our support staff would have advised them that hosting with another provider would be a violation of the Website/Web Store Design Agreement.Regarding our customer’s concern that they did not receive 30 days of service for a recent renewal, on November 27, 2014, their Website Design service expired. GoDaddy provided 10 days of service at no cost following expiration. The service was suspended following this 10 day period, as we still had not received payment. On December 9, 2014, our customer renewed their service for 1 month. When payment is made on an expired service, a portion of that payment is used to bring the account current. Renewing an expired product does not reset the service date to the date of payment. In our customer's case, the service period in question started on November 27, 2014. Their payment on December 9 would have paid for the service until December 27, 2014, at which time payment would be due for the next service period. Our research found no evidence that our customer was advised that the 30 days would begin on December 9, 2014.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.It is clear from their complaint that the customer intended to host the sight we designed with another provider. In light of the clarification presented in our response, we understand that our customer may wish to continue hosting the site we designed for them. To that end, we offer an option to downgrade the Web Design service. This option would result in lower fees for the service and our customer would be responsible for all future site edits. Should this option interest our customer, our Web Design support staff can assist them with this change.Education:The customer might find the following Website Builder resources from the GoDaddy Training Hub useful.[redacted]

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[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 Agreement·  Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 24, 2015, the complainant renewed the domain [redacted] for a 1 year term via phone with a customer care agent.  During this phone call, the complainant also consolidated the domain’s renewal date.  Domain consolidation is a different process than renewing a domain name’s registration, and does incur separate fees.  Domain consolidation allows GoDaddy customers to synchronize the renewal dates of certain domain extensions so they renew on the same date.  On February 26, 2015, the complainant canceled the domain names [redacted] and [redacted] via their customer account.  While the complainant may have not intended to do so, this set in motion a series of events that the complainant needed to take action on in a timely manner to recover both domains. The complainant called our customer care team and recovered the domain [redacted] by paying an additional redemption fee.  The domain [redacted] was not renewed in a timely manner, and followed the normal domain life cycle, eventually being returned to the domain registry.  This domain has since been acquired by another party at another domain registrar.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We 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.As the complainant canceled the domain name [redacted] within 5 days of renewal, we have refunded the renewal cost of $8.47 in accordance with our Refund Policy.  Additionally, as a goodwill gesture, we have refunded the $80 redemptionfee for [redacted].  We are unable to offer any further compensation for the domain names in question, as the complainant deleted the domain names from their own account, voluntarily ending their domains’ registration terms.  We have contacted the complainant directly, and they have accepted the offer listed above.  The complainant may need to allow 5 to 7 days for their financial institution to credit these funds to their account.  As such, we consider this matter to be closed.Education:The complainant may find the following support articles helpful for future reference:Renewing Your Domain Names:[redacted]Refund Policy:[redacted]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 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* Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at http://www.godaddy.com/legal-agreements.aspx?On November 23, 2013 our customer purchased a hosting plan for a one-year term.  This is for the period ending November 23, 2014.On November 23, 2014 our customer contacted our billing teams for assistance with the renewal of their hosting plan for another year term. GoDaddy is currently offering the purchase of new hosting plans at a discounted price.  The promotion which our customer is referencing is for the purchase of a new hosting plan.  This is also supported by the screenshots provided by our customer.All GoDaddy offers contain either text included within, or a link to information regarding the details and limitations of the offer in question. The promotion which our customer desired is not applicable to the transaction in question due to offer restrictions.Resolution:Go Daddy acted in good faith to uphold its agreements with our customer.The promotion was not applicable to the renewal transaction.  As such, we are unable to provide the desired refund.  Thank you for the opportunity to address this matter.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone

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: [redacted]...

On September 14, 2015 our customer purchased a Windows Dedicated Server with Fully Managed Services for a two-year term with assistance from GoDaddy’s customer care.  On that same date, a migration was started to move content from our customer’s current server to their newly purchased one.  This migration completed on September 17, 2015.Our customer contacted GoDaddy’s hosting support teams on multiple occasions in December 2015 to address potential missing content. GoDaddy worked vigorously to resolve the technical issues our customer was experiencing.On June 17, 2016, our customer contacted GoDaddy’s support teams due to inability to access email on their server.  Our customer’s email services were still operating from their original server, which had been suspended due to non-renewal.  GoDaddy’s support teams reactivated the original server, and performed a migration of email content to the new server.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.A supervisor from GoDaddy’s hosting support teams has connected with our customer and is working to finalize steps of the email migration and ensure all content has been successfully migrated.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,Mike L[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is only partially satisfactory to me. I commend Go Daddy (the office of the CEO) for actually calling me however, they would only credit me 23 months rather than the full 24 months which was requested. The account was renewed April 15, the first call for a cancellation and credit for Protected Registration was April 16th and is documented. Two weeks was spent trying to resolve the situation over the phone and through email. I should not have to pay for one month of service.

Regards,[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:...

h[redacted] On February 1, 2015 our customer purchased a domain name registration, an email plan, and a Website Builder plan, each for a one-year term via online transaction. GoDaddy’s Website Builder is a proprietary, do-it-yourself, template based product to construct a website.On February 2, 2016 and February 21, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew these services and did so in a good faith effort to honor its agreements with our customer. GoDaddy sent multiple renewal notices prior to the renewal transactions. These notices informed our customer their products would be renewed in accordance with their account preferences unless additional action was taken. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, use of a new email address. Account management is a customer responsibility.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On March 9, 2016 our customer connected with our billing team.  The renewal preference was disabled on their existing products and received a full refund for the latest renewal transactions was submitted to the original payment method. Our customer may find the following article helpful if they wish to immediately cancel their services:Cancel Products in your GoDaddy Account-[redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

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

Shipping charges are set by the provider (e.g. [redacted], [redacted], [redacted], etc.).  GoDaddy’s Quick Shopping Cart pulls this data unaltered from each provider’s respective API (application program interface).  In this case, GoDaddy’s Quick Shopping Cart was working correctly, but the provider had incorrect data.  As this was outside of GoDaddy’s control, we relied upon the [redacted] to fix their error and they worked vigorously to accomplish this understanding the needs of both API and end user.

In addition to GoDaddy reaching out to the [redacted], we also encouraged our customers who were using the [redacted] as a shipping method to reach out to them, as well.  GoDaddy recognized the severity of the matter and we posted the notice, both alerting our customers of the incorrect rates and encouraging them to contact the [redacted] since only the [redacted] could solve the problem.  

Again, this was not an issue with GoDaddy’s Quick Shopping Cart. However, we have generously provided the customer with three additional months of Quick Shopping Cart as a gesture of goodwill.

Thank you again for the opportunity to shed light on the concerns presented by our valued customer.

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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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.They have provided a refund. However, it is not true that I never contacted them. They failed to respond to my communications. They also intentionally make it very difficult to get in touch with them. Their business practices are shady, and their Revdex.com rating should be reduced regardless of the fact that they issued a refund.

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.GoDaddy sent renewal notices prior to the expiration date on:•November 14, 2014•December 14, 2014•January 13, 2015•January 28, 2015•February 7, 2015These notices indicated the service would be automatically renewed upon expiration unless action was taken. I do not recall seeing any information in the above emails about automatic renewal unless I cancelled. I do recall messages from GoDaddy that they were unable to charge my credit card for the renewal fee.  I would need to see these emails to verify GoDaddy's response to this complaint.Regards,

This company has been absolutely unprofessional. They charged my card to tense the numerous domains names that I have purchased through Go Daddy. However, I did not have sufficient funds in my account yet it was charged anyways. I was charged a fee from my bank is well. So I called Go Daddy and spoke to numerous supervisors to rectify some of this. NO ONE cared or even offered any suggestion to help me out and I have loyal customer for at least eight years. When I asked to speak with the manager who is the head of the supervisor she would not put me in contact with him or even give me his full name. It was very unprofessional to have an unhappy client who has been loyal to be treated this way. All the emails they have sent to me offer a promotional code for 25% off until the November 28. I never got the chance to get that because my card was charged on the 12th. So they won't even honor the discount because my account was already charged. Not blue email stated that my card was charged by November 12 if I did not manually renew my domain names. Simple as that, yet nobody in customer service really cared. In my opinion that's the least they could do considering I have an overdraft at my bank now. I just can't believe he offer you a coupon in order to use up until the 28th and not allow you to get the discount because your products expired before that date. The situation could've been easily avoided if there are emails have been clear & to the point. I am letting all of my domain names expire and moving on to a new company and I am taking other people with me that I am no use Go Daddy. Most people I know have not been happy with their service, it's not user-friendly to begin with & their customer service is absolutely awful. I highly disapprove anyone from using this site. There are so many better ones out there who actually care and help you out. I was even more upset that the supervisor said his manager was not in a position to take phone calls and would not give me his information to even leave a message. This Just puts somebody in such a frustrated situation!!!!!!! So I am filing a complaint here and I'm also filing a dispute through [redacted] and they will contact Go Daddy on my behalf. I will also be writing a letter to the company (perhaps to the mysterious manager named [redacted]) & doing what I can to prevent this from happening to other people. It's a lot of money that I lost & all this could've been solved by a very simple email clearly stating the date my products will expire, when I'd be automatic charged and if I want to use the discount I have to manually put it in. See how I just stated it in one sentence, how hard would that have been for them to put in an email?!?!? Horrible service...HORRIBLE!!!

GoDaddy has repeatedly tried to charge my credit card--even after my complaint to the Revdex.com was made.
As I noted in my complaint to the Revdex.com, I had canceled my services with GoDaddy. Unfortunately GoDaddy refuses to accept that I no longer want this service, and continues to try to charge my credit card.
Further, GoDaddy has continued to make phone calls to me since my complaint was filed.
 
I have warned GoDaddy personnel that they must STOP calling me; otherwise I will file an additional complaint against GoDaddy with the Federal Trade Commission.

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. Once the complainant initiated a Chargeback of their Domain Name Redemptions with their financial institution our hands were effectively tied. There are no further actions we can take until we are notified of a resolution by their financial institution.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax