GoDaddy.com

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:

white none repeat scroll 0% 0%; margin-bottom: 0.0001pt;">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.as
Between February 10, 2016 and February 17, 2016 our customer contacted our customer support teams regarding their concern that GoDaddy was arbitrarily making changes to their website they built in GoDaddy’s Website Builder program, and did so without the customer’s knowledge. Our customer was informed that no one at GoDaddy was logged into their Website Builder plan. GoDaddy will not make changes to a customer’s Website Builder plan without their approval. 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. Account management, including security of customer accounts, is the responsibility of our customers. RESOLUTION: GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. Account management, including the protection of login credentials, is a customer responsibility. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,
  Ken C[redacted]Office of the CEO

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.We stand by our previous response. The complaint created a website that featured a function to generate emails to a specific address. The complainant neglected to create and configure this email address properly and now wishes to recover those emails sent to it and/or receive compensation. The complainant was provided with multiple options for configuring the email address in question and did not do so until after initiating their complaint. The creation and configuration of an email using GoDaddy products is not the same as configuring a device to receive email. GoDaddy will not provide the complainant with compensation to cover the expense they may have incurred to hire a third-party outside consultant and cannot recover the emails in question.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]Scottsdale, AZ 85260

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.

Your

statement: "customer's account preferences instructed GoDaddy to not

automatically renew their domain. We honored this instruction and we also sent

proper notifications." is false. I worked with staff and they submitted

billing again and the payment went through. It was the adjustment to higher

charges with no warning of such which is the real issue.

Your

reply is too generic to be related to my complaint. My request is to have an

invoice which can alert me on specific fee increases. There is no statement of

such.

Also

there was no discount on service, I paid an extra $40 on a penalty which was

not my fault. Payment would have gone through if there was not an increase of

over 10%. I will  need the return of my

paid over the top of $40.

 

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.aspx...

On March 27, 2012 our customer purchased an email plan for a 3-year term. The email plan included a free Personal Calendar and Mini Online Storage for the initial purchase term.  On March 27, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the email, calendar, and online storage services for another 3-year term in question and did so in a good faith effort to honor its agreements with our customer.GoDaddy sent a renewal notice prior to the expiration date on March 17, 2015. This notice informed our customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.Our customer contacted our support team on March 27, 2015 after the transaction and requested the cancellation and refund of the personal calendar service. A refund for the latest calendar service renewal was processed per our customer’s request.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the customer’s email and online storage renewal transaction in question is beyond refund eligibility. We encourage our customer to take an active role in reviewing and managing their account settings to prevent further unwanted renewals.Our customer may find the following articles helpful:Refund Policy –https://www.godaddy.com/help/request-a-refund-19985Turn off auto renew –https://www.godaddy.com/help/turn-off-auto-renew-20008Thank 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 bringing this matter to our attention. We have reviewed our customer's rebuttal and would like to present the following.

 

We stand by our previous response regarding following our customers account preferences. Go Daddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility.

The product specified in their original complaint that was automatically renewed then subsequently cancelled and refunded was a hosting account. Our customers attached screen shot disputing our response is for a domain name that was not renewed.

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

Kindest regards,

Office of the CEO

GoDaddy.com

Scottsdale, AZ 85260

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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

•         Hosting Agreement

On April 27, 2014 the complainant purchased GoDaddy’s Deluxe tier cPanel shared hosting for a one year term.  The complainant then canceled the hosting account and was refunded to In-Store Credit, a portion of which was used to upgrade the complainant’s existing hosting account later that same day.  On May 24, 2014 our customer requested the balance of their In-Store Credit be refunded via check. A check was mailed to the complainant on May 27, 2014 however the complainant indicated the check was not received on July 8, 2014 and the check was then canceled.  GoDaddy’s billing and accounting teams worked with the complainant to provide these funds to the complainant’s payee account.  The complainant confirmed these funds were received on August 29, 2014.

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. GoDaddy strives to offer the best service levels in the industry. GoDaddy will not provide compensation in this matter.

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

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260

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As seen in the above attachment, pricing does not reflect advertised pricing, nor does any of the advertised pricing mention an increased price due to term selected.  Price advertised is simple stated as $9.99/mo with no restriction until check out.

Thank you for your response and for disabling the automatic renewal. I had expressed to both Janice and Ray at godaddy that I had had computer issues and was unable to access my account during some of the period the renewal emails were sent and couldn't respond. I continue to believe that the default should not be to automatically renew customers' account as I understand that is the policy of godaddy. Although I more than likely agreed to terms when I set up the account a year ago, I did not recall a 30-day refund policy or automatic renewal. I still feel that since I called as soon as I received my credit card statement, which was just a few days past the 30-day refund period, the refund should be granted.#

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,

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.aspxOur customer originally purchased their hosting on March 4, 2016, for a six-month term via online transaction. On March 7, 2016, our customer canceled this product, and was refunded to In-Store Credit, available for future purchases with GoDaddy.  Later the same day, our customer utilized the In-Store Credit to purchase 4 additional domains, private registration, and a certified domain add-on service.Additionally, GoDaddy has been unable to locate the interaction in question, and all purchases within this account have been completed online, without the assistance of our support teams, utilizing payment methods chosen by our customer.  As our customer's account preferences indicate they do not wish to have their products automatically renewed, no additional automatic payments have been attempted by GoDaddy.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.All applicable refunds have been refunded to the customer.  Any overdraft fees our customer may have incurred are ultimately out of GoDaddy's direct control, and our customer will need to work with their financial institution for further assistance.   Our customer may find the following help articles useful:Refund Policy - https://my.godaddy.com/help/refund-policy-8849Find your GoDaddy receipts - https://www.godaddy.com/help/find-your-godaddy-receipts-4885Thank you again for the opportunity to address the concerns presented by our customer.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 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• Domains By Proxy Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On February 1, 2008 the complainant purchased the Domain Name in question during an online transaction for a one year term.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the service in question on year to year basis.  The Domain Name has subsequently been renewed on the following dates:• March 9, 2009 for a two year term by the complainant.• February 4, 2011 for a one year term by the complainant.• January 1, 2012 for a one year term by the complainant.• February 2, 2013 for a one year term by GoDaddy per the complainant’s account settings.• January 7, 2014 for a one year term by the complainant.• February 2, 2015 for a one year term-by GoDaddy per the complainant’s account settings.Prior to the most recent renewal of the Domain Name in question  GoDaddy sent multiple notices pre- and post-renewal to the complainant. GoDaddy must rely upon its customers for information that we would otherwise be unaware of, such as closing of their business or use of a new email address. Account management is a customer responsibility.The complaint contacted our Customer Care Center on April 4, 2015 regarding the most recent renewal of the Domain name in question to request a refund. 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 have provided the complainant with a refund of $21.40. Please allow 5 to 7 days for this to reflect with your financial institution. The complaint will maintain the responsibility to cancel the Domain Name in questionEDUCATION:The complainant might find the following support articles helpful in the future for managing their GoDaddy account:Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ Your Account Information:https://support.godaddy.com/help/article/729/managing-your-account-i...⇄ Policyhttps://support.godaddy.com/help/article/8849/refund-policyThank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260

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 January 22, 2016 our customer renewed a Website Builder plan and a domain registration, each for another one-year term, via online transaction.  Website Builder is a proprietary, do-it-yourself, template based product to construct a website. Our customer contacted our support team on April 28, 2016 to request a refund for their latest Website Builder renewal transaction. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customer’s understanding, the services in question were not automatically renewed by GoDaddy. Our customer had manually renewed the services from within their GoDaddy account, choosing the products to be renewed, duration of the renewal period, and transaction amount. Furthermore, extensive review of our customer’s customer care interactions do not support their statement of not receiving proper assistance. Our customer was properly informed the services were no longer refundable per our Refund Policy. Our customer may find the following article helpful:Refund Policy –https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

I was contacted by my bank reguarding GoDaddy and was told that they tried to remove $1,200 worth of charges on top of this. I want an explanation

wwill I did receive several calls from Arizona but u guys never left a message . call again!

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 February 13, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domain names and did so in a good faith effort to honor its agreements with the customer. Contrary to our customer’s understanding, GoDaddy does not arbitrarily change the automatic renewal setting on the customer's behalf; account management is a customer responsibility.When our customer had contacted our support teams with their refund request, the domains were in a status that did not allow cancellation and subsequent refund. As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them.  The matter was resolved on February 13, 2016.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has attempted to connect with our customer via phone to discuss their concerns and have been unsuccessful. The renewal transaction in question is eligible for a full refund, provided the domain names are canceled within 45-days of their expiration. Our customer may contact our 24 hour Customer Care Center at [redacted] for assistance with canceling the services and receiving the desired refund. 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,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 our customer. We stand by our previous response. Contrary to our customer’s understanding, we are unable to find any phone calls placed to GoDaddy by our customer before the domains renewed. 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. Account management is a customer responsibility. Our customer had full access to their account and the domains could have been cancelled at any time prior to the renewal date. As the domain renewals were beyond the timeframe applicable for refund, GoDaddy stands by our Refund Policy and is unable to provide the requested refund. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer. KayJay R[redacted]Office of the CEO- GoDaddy

I mange a small family business, transferred two domains and a bunch of emails spent a lot of money with go daddy . So everything went great with the first domain and emails. The second one not so much. After spending the hole day on the phone they finally admitted they messed up!! We lost email for a week, that's a very big blow for a small family business!! asked the manger for a refund he said no problem! Few weeks later called them no refund? manager called me back sorry sir all we can do is give you 54.00 or you can cancel your email!! The sad part is they voice recorded very thing and still this is how I get treated. they are so big they don't care!!!

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.The 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 may be viewed at https://www.[redacted]Per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's hosting to the assigned payment method and did so in a good-faith effort to honor its agreements with the customer. The customer purchased the hosting plan on June 9 2014 and there were only a total of four renewal charges for the hosting plan. RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer. On September 29 2014, the customer connected with our support teams who assisted with the cancellation process and refunded the customer in full for the hosting plan as a goodwill gesture.EDUCATION:It is a customer’s responsibility to manager their renewals for their products and services. More information on managing products and services can be found at the link below:Managing Renewals for Products and Services - https://[redacted]Additionally, all future purchases will be held to our refund policy. More information regarding the refund policy can be found at the link below.Refund Policy - https://[redacted]Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards, [redacted]Office of the CEO - GoDaddy

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

[redacted] On April 9, 2014 our customer purchased the domain name in question for a term of 2 years online through their customer account. Per our customers account settings, this domain name was automatically renewed for an additional 2 years on April 10, 2016. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customers’ understanding no call was made to our Customer Care Centers on March 29, 2016. Management of an account is a customer responsibility; the automatic renewal setting could have been disabled at any time by our customer. Per GoDaddy’s refund policy and Registry restrictions with regard to multi-year domain name renewals, the domain name in question is not eligible for a refund. At this time the automatic renewal function has been disabled and no further billing will take place on our customers account. If our customer would like to attempt to resell the domain name, they may find the following article helpful. Which domains can I sell on the auction site?[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We have reviewed our customer's correspondence and the GoDaddy account in question to which we would like to present the following.

 

Prior to the purchase of products and...

services our customer acknowledged the following agreements:

 

• Universal Terms of Service Agreement

• Auctions Membership Agreement

• Domain Name Registration Agreement

 

The latest version of this agreement and other legal agreements may be found at:http://www.godaddy.com/legal-agreements.aspx

 

The customer violated agreed terms, specifically GoDaddy's Auctions Membership Agreement. As such, their Auctions Membership was cancelled.

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.

GoDaddy will not be issuing a refund for the Auctions Membership? as it was provided to the customer at no charge. We also will not provide or compensation to the customer. The back order service is active within the customer's account and working as intended.

 

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

Scottsdale, AZ 85260

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