GoDaddy.com

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

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: [redacted]On April 13, 2014 during an online transaction the complaint purchased GoDaddy’s Search Engine Visibility product. The complainant’s site is listed in major search engines such as Google and Yahoo. They can see this online by simply visiting Google or Yahoo and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. Google and Yahoo have both indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a onetime exception to our refund policy we will refund the complainant the cost of their Search Engine Visibility purchase. Please allow 5 to 7 days for this to reflect with their financial institution. The complaint will retain responsibility for cancelling the Search Engine Visibility product.EDUCATION:The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:Getting Familiar with Search Engine Visibility[redacted]GoDaddy’s Refund Policy[redacted]Canceling Products[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

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence as well as their interactions with our support staff and would like to present the following.Upon purchase of services, our customer acknowledged and...

accepted the following agreements:• Universal Terms of Service Agreement• Hosting AgreementCopies of the latest version of these agreements may be found at:[redacted]In August 2014, our customer purchased two years of Web Hosting.  Between August 2014 and January 2015, our customer contacted our support staff dozens of times due to issues with their plugins, configurations and latency that was discovered to be due to their coding practices.  On each occasion, our support staff helped identify problems and advised the customer to have their web site designer address the issues as GoDaddy does not provide web development or coding assistance.  Due to the amount of resource (i.e. CPU cycles, memory, etc.) being used our customer upgraded their hosting to provide extra resources.Per our Hosting Agreement, customers are responsible for their web site content, security, and development.  GoDaddy’s servers worked as intended.GoDaddy’s support staff followed GoDaddy’s Refund Policy by refunding the remaining unused months to an in-store creditResolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  As a gesture of good will and one-time exception, we have refunded the in-store credit back to our customer’s payment method used for the purchases.Education: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]

[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,[redacted]

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

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: [redacted]On June 18, 2009, the complainant purchased a transfer of the domain name in question from another registrar to GoDaddy for a one year term.  After completion of the domain transfer, an additional year of registration was added to the complainant's domain.On May 14, 2010, the complainant purchased a renewal during an interaction with GoDaddy's Customer Care Center for the domain in question.  This renewal was for a one year term, at which time the complainant also opted to add private registration to the domain.  On April 14, 2011 and May 23, 2013 respectively, the complainant purchased renewals for the domain and private registration in question via an online transaction, each purchase for a two year term.On October 16, 2013, the complainant opted to upgrade their private registration to our Protected Registration service during an interaction with GoDaddy's Customer Care Center. Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled, transferred, or have its automatic renewal disabled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department. RESOLUTION:GoDaddy has upheld its agreements with the complainant in good faith and honored its terms of service.We have connected directly with the complainant. They have since submitted all necessary information and the protected registration service has been canceled.   A full refund for the latest protected registration service renewal has been provided in accordance with our Refund Policy.  EDUCATION:The complainant may find the following articles helpful:What is Protected Registration? –[redacted]Canceling Protected Registration? –[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 - [email protected][redacted]

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 [redacted]On February 1, 2015 our customer purchased a Deluxe cPanel Hosting...

plan for a 5 year term during an online transaction. On September 15, 2016 our customer contacted GoDaddy’s customer care center regarding email associated with their hosting plan being flagged as spam.  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.Because of a delay in resolving this issue our customer has requested a refund of the time remaining on their hosting plan. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.This office has contacted our customer and provided them with a refund for the time remaining on their hosting plan. This is a onetime exception to our refund policy and our customer has expressed their satisfaction with this outcome. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 Go Daddy account in question; and would like to present the following information.Prior to the purchase of the hosting account, our customer...

acknowledged the following agreements:• Universal Terms of Service Agreement• Hosting AgreementThe latest versions of these agreements can be found at the following link:http://www.[redacted]Our customer received special introductory pricing with their purchase of hosting and contacted our billing team to discuss their renewal pricing. As many other businesses do, GoDaddy offers special pricing to attract new business from time to time. GoDaddy always does our best to ensure that customers understand this and we provide appropriate disclaimers. Often the pricing seen on our website reflects these special rates. RESOLUTION:We value our customer's business and have acted in good faith to uphold our agreements with them. As a gesture of good will, we have refunded the customer the difference in pricing. In the future, our customer's hosting will renew at the standard pricing. Additionally, we will share our customer's feedback on how we display the different prices with the appropriate parties internally. Thank you for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards, [redacted]Office of the CEO

This is simply a lie. I have 10+ screenshots showing this is not the case. Godaddy refused to even esculate my issue until I contacted them AGAIN. at this point the issue was resolved for about 4 hours. When I stated it was happening again they blamed my site even though my graph was not over my limit. I then provided to show screenshots of every SITE being down on site and was still not provided any information, or told that they were looking into the issue. The issue does not appear to be happening anymore ( Keep in mind I have made no changes to my website )  There was indeed a server outage and Godaddy refused to aknowladge it even with the MASS proof I gave them. They just ignored me or simply told me they would not even look into the issue... Even though the 503 was happening across their entire server. My site was going down every 10-15 minutes for days.. Along with everyone elses site... Yet they say its my resources.. HOW in the world was my site going down every few minutes when my resource graphs have mby peaked over my resource once or twice in the last month for minutes only.... I am not accepting one month free. I AM AN ENGINEER.. You cant lie to me about how your system works. I did all test to prove this wrong and have PROOF of it all.

Dear Dispute Resolution Consultant,

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

GoDaddy has acted in good faith, honoring all agreements with our customer. Furthermore, the hosting plan which our customer desired to be migrated to is not defective.

The customer's file structure poses a threat to the stability of the shared server on which their site resides. As per our terms of service (to which the customer agreed) GoDaddy has the right to take needed actions up to and including suspension of services. If we do not monitor and take action on these instances, other customers may be impacted by this customer's website. GoDaddy has an obligation to ensure the integrity of its shared servers for all customers.

If the customer does not take action by April 24, 2014 to bring their account into compliance, their website may be suspended.  As a gesture of goodwill we are willing to offer an Economy Virtual Private Server for a one month term at no cost to the customer. They will be responsible for the setup and management of the Server.  If the customer agrees to this they may contact us at ###-###-#### or [redacted].com.

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

Kindest regards,

Office of the CEO

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 • Hosting Agreement  The latest version of these agreements may be found at: http://www.godaddy.com/legal-agreements.aspx  In review of our customer’s account and the websites referenced within this complaint, the issue is related to the customer’s website coding, not the functionality of the GoDaddy hosting platform.   Our customer was advised to review their code as we do not offer support for custom coding.   While the customer’s website code may work on their local machine, custom code may behave differently when uploaded to a web hosting server as they are configured differently than local computers.  RESOLUTION:  GoDaddy has upheld its agreements in good faith with the customer.  GoDaddy has worked vigorously to resolve all of the technical issues our customer was experiencing within our scope of support and determined the issue is with our customer’s website code.  The customer may consider seeking help from an knowledgeable web developer to resolve their concerns that are outside of GoDaddy's scope of support. GoDaddy cannot provide compensation in this matter or absorb any related costs of hiring an independent web developer.  EDUCATION:  GoDaddy's Statement of Support:  https://support.godaddy.com/help/article/9522/godaddy-statement-of-support  Thank you again for the opportunity to address the concerns presented by our valuable customer.  Kindest regards,  [redacted] Office of the CEO - GoDaddy [redacted]@GoDaddy.com [redacted] Scottsdale, AZ 85260 ###-###-#### Phone

I use GoDaddy's online bookkeeping service, and it has been a lifesaver for me (keeping me organized). I highly recommend it for sole proprietors or small businesses.

Dear Dispute Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. 
As previously stated, contrary to our customer’s understanding, we are unable to find any phone calls placed to GoDaddy by our customer in November 2015.
GoDaddy sent our customer email notifications of the pending domain renewals prior to taking renewal action as directed by our customer via their account preferences. GoDaddy does not arbitrarily change the email address provided by the customer and must rely upon its customers for information that we would otherwise be unaware of, such as the use of a new email address. Account management is a customer responsibility.
As the domain renewals were beyond the timeframe applicable for refund, GoDaddy is unable to refund the customer.
Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.
Kindest regards,
Melanie Van K[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear belowWhile GoDaddy did refund my money, it should not be my responsibility as the customer to request a refund after I cancelled an order. Common sense would dictate that if someone canceled an order, a refund should probably be sent. As for the replies when I contacted GoDaddy, sarcasm is not tolerated by me and no customer should have to be "talked down to" or educated like we are children. Professionalism goes a long way. It is very sad that GoDaddy lacks professionalism. 

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 [redacted].Per our terms of service, customers agree they are solely responsible...

for the activity which 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.  Notifications of these changes would be sent to the email address on file for the account.On August 12, 2016, the contact email for our customer’s account was updated, and our customer was notified via email.  After this change, the domain name in question was canceled from within the account.Our customer did not contact GoDaddy’s support teams to discuss these concerns until October 13, 2016, at which time support assisted our customer with accessing the account and updating the contact information.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The domain in question is currently in the process of being dropped to the domain registry, and is not recoverable through the customer account.  As a gesture of goodwill, our office has provided our customer with a Domain Backorder for the domain in question at no charge, to allow them to attempt to re-capture the domain.  Domain backorders are not a guarantee and our customer may be unable to re-acquire the domain.The following help article may be useful to our customer: [redacted]Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx...

On February 11, 2016, our customer purchased GoDaddy’s Web Store Design for a 1-year term with assistance from GoDaddy’s customer care team. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), utilizing GoDaddy’s Quick Shopping Cart as the hosting of the site. Customers must submit information, including images and text, for the website to our Professional Web Design team before the site can be built.During this call, our customer was also informed of limitations that may be involved with the design.Our customer completed submission of content on February 24, 2016.  The site in question was completed and initially published on March 14, 2016.  On multiple occasions in March and April, our customer contacted our Professional Web Design team to make changes to their site.  On April 27, 2016 our customer contacted GoDaddy’s customer care to request a full refund of the site design purchase, indicating they had found a third party to build their site.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy has attempted to work with our customer to the best of our ability and satisfy their design needs.  Our customer was correctly informed on April 27, 2016 that this service is non-refundable, as their site build had been completed.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 dealt with GoDaady as a registrar for many years and held them in highest esteem until I decided to use them to host my site when my nightmare began. I am a software developer and an intranetwork engineer and have been in my profession for the last 26 years.

1. Security Warning

I started with a shared windows hosting ($9.99 / month) on June 16 2016 and soon realized that their .net offering was not upto date as they claimed. My apps were written in Asp.net core. I was told that they would be upgrading soon, but that never happened. After 2 weeks of waiting and realizing the limitation of the shared environment and overcoming my disappointment , I moved to purchase a Virtual Private Server account on July 6 2016. Disappointed because they refused to give any credit towards the new purchase which I had to do due to their limitations. I chose the self managed option as I am highly experienced in my field. As a rule I do a security monitoring before uploading my files when I discovered that I was a target of brute force attack. On a Windows server you can see this happening on the Event Viewer when every second a login attempt is being made with different user names. This began within 24hrs of me signing up. Let me also add here that the domain name I was using was brand new and had nothing to indicating anything special was behind it.

When I informed GoDaddy about this, they convinced me that they would have a resolution within 48 hrs. Being busy with everything else I came to realize on July 16 2016 that I was still waiting for a resolution. When I called them now they started a parrot like repetition saying that on a self managed server, it was my responsibility to prevent getting hacked and that their parent servers were their only concern. GoDaddy's solution was for me to pay them more money so they can manage. When I asked them if they would be moving my domain to a different machine, they said "NO" that was not required.

As much as I agree with protecting my assets, here are the problems with those statements.

(a) The server that I purchased exists on their physical network, the IP address is provisioned by them and to reach my server, every connection must pass through their routers & a (phantom) firewall. The attacks don't originate out of thin air as they make it seem like the machine I was given was sitting in an open field.

(b) So they can't answer what changes the security situation when my domain does not use a different machine.

I used a program called VisualRoute, 14 day free trial and realized what a poorly configured network they have. Every responsible company has a fiduciary of providing a first line of defense against Denial of Service, DDoS etc. as this also affects the performance. GoDaddy miserably fails in this aspect. Another point to note is they do not indicate their lack of protecting you anywhere on their website nor on the phone.

2. Inter-departmental Communications break

Their Customer Development Department called me as I was getting ready to ask for a full refund since I could not use their service at all due to security issues. Their promise to refund turned into a phone transfer nightmare between their accounting department & the hosting department who did not honor that and start to point out my "inability". As though it's ok for this hacking to go on.

3. No higher ups to help

When tying to get to a supervisor's supervisor, they will simply refuse to give a even an email address saying you have reached the end of the rope.

4. Billing Issues

I also realized that when I moved on to the VPS, the sales person assured me that the shared hosting is cancelled and there was nothing else I need to do. That was not true as I was charged $9.99 on July 15th. I know it's a small amount but not only this would add up eventually but it's also the principle.

5. Bottomline & Resolution

Bottom line is buyers beware and please ask the appropriate questions based on what I have written here.

By all means AVOID GoDaddy. I found a host that seems to satisfy all that I was looking for, at least so far. I had to file a Dispute with my financial institution and got a full refund as GoDaddy will trick you to wait and inform you that you went past the 48 hr mark.

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:...

https://www.godaddy.com/legal-agreements.aspx On March 19, 2016, our customer purchased 3 domain name registrations, and renewed 4 domain name registrations, each for a one-year term via online transaction.  After this purchase completed, our customer received a discount code via email to utilize for their next purchase.GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question.  We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction.After our customer received this email, they contacted GoDaddy’s Customer Consultation and Care Center to attempt to apply this discount to their previous purchase.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Discount codes are unable to be applied to orders after a transaction has completed.  As such, we are unable to provide our customer with the requested refund/discount.  The discount code our customer received is available for use on a future qualifying purchase.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.Prior to conducting business with GoDaddy, our customer acknowledged our Universal Terms of Service...

Agreement.  The latest versions of all our agreements can be found at the following link:[redacted]Per our customer's account preferences, GoDaddy was instructed to automatically renew our customer's Website Builder product upon expiration and did so to honor its agreements with them.GoDaddy promptly responded to every communication received from the customer and provided instructions on how they can cancel their services.  Account managements is a customer responsibility.Resolution:GoDaddy acted in good faith to uphold agreements with our customer to ensure their product was renewed upon expiration in accordance with their account preferences.We have refunded 3 months of the Website Builder product as a one-time exception and gesture of goodwill for the customer. As our customer has since canceled all products and services within their GoDaddy account, there will be no further renewal charges.Thank you for the opportunity to address this matter.Regards,[redacted]Office of the CEO[redacted]GoDaddy.com[redacted]###-###-#### Phone###-###-#### Fax

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:...

https://www.godaddy.com/legal-agreements.aspx On March 10, 2016 our customer initiated the process to move a domain name registration from one GoDaddy account to another utilizing our Account Change process from within their GoDaddy account.  The process is described in our support article found at https://www.godaddy.com/help/move-a-domain-to-another-godaddy-account-822RESOLUT...⇄ upheld its agreements with our customer in good faith and honored its terms of service.The changes made to the domain name were initiated and authorized by our customer.  GoDaddy is unable to return the domain name to the originating account on behalf of our customer.  If our customer is unable to amicably resolve the matter with the party they moved the domain to and the domain has a trademark, they may review the Uniform Domain Name Dispute Resolution Policy at https://www.icann.org/resources/pages/policy-2012-02-25-enThank 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 complainant. As previously stated; our Protected Registration service, which the complainant had added to their domain registration, protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or have automatic renewal disabled until the Protected Registration is canceled. The complainant has been advised of what information is required to cancel the Protected Registration Service.  As the complainant has stated they do not wish to provide a copy of their government-issued photo ID, GoDaddy will accept a notarized affidavit in lieu of their government-issued photo ID. This affidavit, which was sent to the complainant by our Domain Services team on May 20, 2015, will need to state the complainant’s name and that they are requesting that the protected registration service be cancelled on the domain name in question.  It is the complainant’s responsibility to submit the requested documentation. Once this documentation has been received and verified by our Domain Services team, the service may then be canceled.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I was shocked to find that GoDaddy.com had taken money out of my bank without my permission. I know that I had not ticked the box for auto renew. I did receive e-mails from GoDaddy saying that my account was due for renewal which I never replied to because I did not want to renew, This does not give GoDaddy permission to just go ahead and renew my account. I phoned them up the gentleman working for GoDaddy said it was my fault for not reading my e-mails ! Also had to wait on the phone don't know why as when he came back he said that's fine you will get a e-mail and refund so why was I left hanging on a phone for at 20 mins my mobile bill will be at least £10 pounds for that call.