GoDaddy.com

I was charge for a service twice that I did not receive nor request. I do not know how they gained access to my charge card.

Thank you for the opportunity to address the additional concerns presented by our customer. As previously stated, our customer was unable to validate the customer account in question on April 26, 2016.  GoDaddy does not randomly provide access to accounts without the proper security validation.Our customer did not attempt to contact GoDaddy’s customer care again until May 3, 2016, past the date of refund eligibility.  A domain's expiration date is not arbitrarily set by GoDaddy. Our customer chose the initial date of registration and the term of registration.  At the time of purchase, our customer had many options available to them such as recording the expiration date in their ledger or calendar, as well as recording their account information in a secure place.  Customers may, at any time, log into their account and modify automatic renewal preferences. GoDaddy also sent our customer email notifications of the pending renewal prior to taking renewal action as directed by our customer’s account preferences.While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]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 have reviewed this matter and would like to present the following. 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. GoDaddy is willing to provide the complainant with a refund of their most recent hosting renewal, however the hosting account must first be canceled within the next 45 days ( by April 9, 2015). If the complainant is unsure of how to cancel their products, they can refer to the following documentation or contact our 24 Customer Care Team directly at ###-###-####.
Canceling Productshttps://support.godaddy.com/help/article/7468/canceling-productsThank you again for the opportunity to address and bringclarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.  We have reviewed this matter and would like to present the following.

The complainant agreed to the following agreements...

upon conducting business with GoDaddy:

• Universal Terms of Service Agreement

• Hosting Agreement

• Domain Name Registration Agreement

The most recent version of these agreements can be found at the following URL:

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

Per the complainant's account preferences, GoDaddy was instructed automatically renew a domain name registration and hosting account upon the respective products expiration and did attempt to do so in a good faith effort to honor its agreements with the complainant.  Unfortunately, each renewal attempt was declined by the complainant’s financial institution. Account management and data backup is a customer responsibility and we did attempt to notify the complainant multiple times.

Should a customer not maintain their own backups and wish for Go Daddy to restore a web site from its own disaster recovery files, a fee of $150 is typically assessed. This restore fee is not a product that Go Daddy offers, but rather a service that Go Daddy may provide in rare occasions when a customer does not have their own backups.  Restores performed by Go Daddy are not guaranteed, may take 7 to 10 business days to be resolved, and must be requested less than 30 days prior to cancellation of the hosting.

Due to the intricacies involved with restoring a web site from these off-site backup files, Go Daddy does recommend and advise our customers to maintain their own local backups.  If a customer does maintain their own backups, a restore from Go Daddy’s recovery files would not be necessary.

RESOLUTION:

GoDaddy upheld its agreements and honored its terms of service. We have successfully connected with our customer via phone to discuss their concerns.

As discussed in the Domain Name Registration Agreement referenced above, domain name registrations which have expired or have been deleted within a customer account may be subject to additional Redemption Fees to recover. This fee is currently $80.  As a courtesy, GoDaddy had previously waived half of the Redemption fee and our customer had reactivated their domain. GoDaddy will not provide a refund for the Redemption fee.

During our phone conversation our customer had indicated they had maintained their own backup of web site files. As such, our customer would simply need to purchase a new hosting plan and upload their files.  

Thank you again 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

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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.--------One of my concerns is that their system failed, and what was worse I wasn't even able to talk to a manager when I needed an explanation, they simply wouldn't take the time to talk to me. Instead I had to go through you (the Revdex.com) to get an appropriate apology and a fair explanation.If I had a Manager talk to me that day and tell me what they wrote in the previous message, I would've thank them for the apology and the explanation:  "The Domain Name had been mistakenly listed as available as a new registration by our system and we sincerely apologize for any inconvenience this may have caused them."Almost Immediately after all this happened, the domain that I was trying to buy at $11 was not at that prize anymore, it was $400 - My future business depends on having that domain, so I had to purchase it for $400 [redacted] Please understand my suspicion when a business is selling an item at one price and when interest is shown, then its conveniently unavailable, and minutes later is available for purchase at 36 times its original value. [redacted] The fact that I purchased it at $400 only reflects the need I had for this domain. However, it doesn't reflect my satisfaction in this particular case.I have been a great customer of Godaddy.com for a long time now. As a matter of fact, this morning I purchased a domain for $2,000 the transaction in this case was successful. However, the domain in question, the one I bought for $400, [redacted], is still "transferring" to my Godaddy account. I hope they don't come back to me again saying that there was a mistake in the system.A simple apology is not enough for the time I have lost in this case and having to resort to the Revdex.com for help (because the manager wouldn't talk to me). I want a guarantee that my now purchased domain "[redacted]" will successfully transfer to my Godaddy account, I also want them to promise there won't be any more "system errors" with any of my other domains. I also would suggest, as sign of good faith from their part to offer me compensation of a significant kind. Regards,[redacted]

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.  The business has made resolution to the complaint and I have got my money and I 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, who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name...

Registration Agreement• Hosting AgreementThese agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 30, 2007, the complainant purchased a domain via online transaction for a two year term; a credit was provided for a free Windows shared hosting plan to use with the domain name.Companies must sometimes make the difficult decision to cease (“end of life”) a particular product or service for various reasons, such as offering next generation products/services, or original manufacturers no longer supporting products. A notice was sent to the contact email on May 14, 2015 advising GoDaddy was ceasing this hosting service in an end of life, indicating the hosting would be suspended on July 2, 2015 and canceled on August 4, 2015. GoDaddy provided 33 days after suspension to allow the complainant to retrieve files. The complainant did not contact GoDaddy’s customer care team until November 15, 2015. RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service.Account management, including maintaining data backups, is a customer responsibility.GoDaddy’s backups are maintained up to 30 rolling calendar days. The complainant’s hosting was canceled on August 4, 2015; no recoverable data is available. The complainant was provided a customer-specific code for a free Economy Plesk hosting plan for one year, and can contact our customer care team with any questions on redeeming this code. GoDaddy will not provide $3000 as requested.Thank you again for the opportunity to address and bring clarity to the presented concerns.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 concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:* Universal Terms of Service Agreement* Workspace Service AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer. Our supervisor did not indicate the email platform was inferior or discontinued. We appreciate the complainant’s candid feedback 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.RESOLUTION:GoDaddy acted in good faith to uphold agreements with our customer and ensure the products and services in question are working as expected. An alternate email solution was provided as an option only. EDUCATION: Our customer way wish to review GoDaddy’s alternate email options by visiting:[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[redacted]GoDaddy.com[redacted]

[redacted]###-###-#### Phone ###-###-#### Fax

Thank you for the opportunity to address the concerns presented by the complainant.The complainant acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy makes every...

attempt to register available domain names for our customers. As part of this process, we make multiple inquiries via numerous third-party systems, including the domain name registry, to check if a domain is available. If we do not receive an immediate rejection indicating the domain name is not available for registration, we will proceed with the registration request attempt. GoDaddy uses this method as registries will, from time to time, go offline for maintenance. During these maintenance periods, registration requests remain in a queue until the registry is back online. At that time, the registry will process orders in chronological order based on the date/time stamp of the request.GoDaddy did not receive an immediate rejection during the complainant’s registration attempt, and our system would have proceeded with the attempt at what was believed to be the correct price.RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.After the registration request was submitted to the registry, it was rejected as the registry has set the domain name as a premium domain name. The registry can, at their discretion, set what prices they choose to sell domains they deem are premium domain names. Any registrar is required to sell the domain name at the price the registry has set. As GoDaddy was unable to successfully register the domain, the complainant’s order has been refunded in full. GoDaddy will be unable to honor the complainant’s request to purchase the domain on their behalf.Thank you again for the opportunity to address the concerns presented by the complainant.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 would be satisfactory to me.  

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 AgreementDomain Name Registration AgreementWebsite Builder Service Agreement The most recent version of these agreements can be found at the following URL: https://www.godaddy.com/legal-agreements.aspx On April 5, 2010 the complainant purchased a two year domain name registration.  The domain in question was then manually renewed for a one year term on April 6, 2012. GoDaddy was instructed not to renew the complainant’s domain name registration after the 1 year renewal term expired in April 2013 per their account preferences.The Website Builder automatically renewed monthly per the complainant’s account preferences until January 11, 2014 when it was canceled by the complainant. GoDaddy sent notification to the complainant each time the Website Builder automatically renewed. Account management is a customer responsibility.  RESOLUTION: GoDaddy upheld its agreements in good faith and honored its terms of service. As a gesture of goodwill, the complainant has been refunded the last three renewals of the Website Builder product totaling $26.97.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards, [redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed this matter and would like to present the following.Upon the purchase of products and services with GoDaddy, our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Domain Registration AgreementThe latest version of these agreements and other legal agreements may be found at:[redacted] Our customer contacted our 24/7 Customer Support team after receiving a product renewal notification via email.  Our support staff reviewed the customer’s concerns and honored the price quoted. The customer’s feedback was also shared with our E-Commerce team in an effort to correct any issue the customer experienced with their online checkout experience.RESOLUTION:  GoDaddy upheld our agreements with our customer and had honored the discounted renewal price offered to them.  As a gesture of goodwill we have also refunded one of the customer’s recent domain renewals to them totaling $9.99. It generally takes 5 to 7 business days for the funds to be applied to the associated payment method.  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]

I am in complete disagreement that should be resolved.  I told GoDaddy that what they refunded was not acceptable but it was a verbal conversation, not by email.  I understand that they have stated all this in a contract but if I am not getting my refund, there is NO REASON to not turn the website back on.  This WRONG!!!! and highway robbery.  THIS IS NOT OVER!!! [redacted]###-###-####

Thank you for the opportunity to address the concerns presented by the complainant.The complainant 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.aspxOn November 13, 2015, the complainant registered the domain in question via online transaction for a 1-year term. On February 8, 2016 our records show a user accessed the complainant’s GoDaddy account using proper login credentials and renewed the domain for an additional 9-year term.Per the user agreements, customers agree that they are solely responsible for the activity that occurs within their account, whether authorized by them or not. Customers must keep their account information secure; including without limitation, their cr/Username and password. GoDaddy also offers Two-Factor Authentication, a no-cost security feature that may prevent unauthorized account access.  The complainant was not utilizing this service.RESOLUTION:GoDaddy upheld its agreements with the complainant in good faith and honored its terms of service.We strongly encourage the complainant to utilize best practices to secure their GoDaddy account and services within. As a one-time exception, GoDaddy has reactivated the complainant’s domain. Future refunds will only be provided in accordance with our refund policy.The complainant may find the following articles useful: Enable Two-Factor Authentication: https://www.godaddy.com/help/enable-two-factor-authentication-7502Lock Down A Compromised Account:https://www.godaddy.com/help/lock-down-a-compromised-account-6966Refund Policy: https://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address the concerns presented.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

The reason I rebutted the complaint is because I have my bank statement showing where the 2 months was paid to go daddy for my website. And they're sayin they didn't receive it but it was taken out if my account 9.99 each month. 

Thanks [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· GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]The complainant is using email through their Cpanel Hosting account and in order for us to troubleshoot the matter we needed not only the bounced message but also the original message attempting to be sent.  In working with our support teams this information was requested and we let the complainant know we could escalate it to our advanced tier teams once it was received.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our office reached out to the complainant directly to address their concerns and technical issues with email and the SSL. GoDaddy’s technical support staff worked diligently and vigorously to resolve all technical issues the complainant experienced.As a measure of goodwill we also provided the complainant with a refund of 3 month off their annual hosting plan purchase. 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. [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 and accepted the following...

agreements: • Universal Terms of Service Agreement• Domain Name Registration Agreement The latest version of these agreements may be found at: [redacted]. On December 5, 2013, our customer created a GoDaddy account and requested the purchase of eight domain names.  The purchase data contained invalid information and was reviewed as part of our payment verification process. To protect the account and credit card holder data GoDaddy locked the account and attempted contact with the customer on December 6, 2013. Our attempts went unanswered for two weeks. On December 20, 2013 the customer contacted us and we again explained the need to verify payment data.  On January 2, 2014 the customer finally complied with our request for documentation.  At this time, the account was unlocked. Resolution:GoDaddy resolved this matter with the customer the same day we received the correct documents; however, we did not receive proper follow up and documentation from the customer until several weeks after our request for verification. GoDaddy acted in good faith upholding our agreements with the customer. GoDaddy takes its obligation to protect all consumers and customers from fraud very seriously.  At this time the account has been unlocked and the services restored; therefore, we consider the matter resolved.  Thank you again for the opportunity to address the concerns presented by our valuable customer.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* Domain Name Registration AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at[redacted]://[redacted]?We sincerely appreciate our customer’s feedback and apologize for any inconvenience the customer may have experienced. Our transaction logs show that the customer placed the order twice online.RESOLUTION:Go Daddy acted in good faith to uphold our agreements with our customer.  We have issued a full refund for the second transaction as a courtesy. Should our customer have any remaining questions in regards to the management of the domains or the Go Daddy account, our customer support teams are available 24x7 at ###-###-####.Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO###-###-#### 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.We stand by our previous response and will not be providing the complainant with access to the account in question based on the documentation they have provided.  GoDaddy will not (and cannot in good faith) simply allow an unauthorized party to access customer accounts and domainsThank 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

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.

As previously stated, the complainant acknowledged and agreed to GoDaddy’s terms of service, including the Workspace Service Agreement, which states that free services may offer fewer features than the paid versions.  

As a gesture of goodwill, we will add a $25 In-Store Credit that the complainant can use towards upgrade of their email account. Again, 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 free domain received with the transaction, any refund would be less the retail price of that domain's registration.

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

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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