GoDaddy.com

Dear Revdex.com Representative(s):I am appreciative of your assistance in this matter. I have received the response from the GoDaddy representative. I have also received an “refund request” that was not authorized from GoDaddy, which will be forwarded to the Revdex.com shortly and further communications should be provided through the Revdex.com. I would like to formally reject the offer of $205.59, as this amount does not accurately reflect the amount that is owed for “ALL services” that were requested to be cancelled on or about May 30, 2015. The services that were requested cancelled included domain registration and hosting, and email/Microsoft related services (the cancellation for all services was made at the end of the online chat with [redacted]). These services have not been used by myself or my law firm beyond on or about May 30, 2015 and GoDaddy has not provided such services beyond such date. It would seem that once services are requested cancelled that a service provider is no longer providing such services and would not be entitled to keep money that was paid for such services that are no longer provided to a consumer. This is not something that I would have knowingly agreed to related to the services that were supposed to be provided by GoDaddy. As previously stated, a GoDaddy sales representative (who contacted me) represented to me that purchased services could be cancelled at anytime and refunded if cancelled prior to the ended of the contracted term. That would be November 20, 2015 for domain registration and hosting and November 20, 2016 for the email/Microsoft services. I specifically asked about this multiple times and was assured that was the case. If the “refund” requirements and/or terms were in fact different, then the sales person misrepresented such requirements and/or terms and did not provide a specific reference to such written requirements and/or terms. At this time, I will agree to a settlement in the amount of $220.20, which represents that money that is owed for all services that were requested cancelled on or about May 30, 2015. As stated before, I do not intend to use services from GoDaddy and remedy other the return of the money owed would not be feasible or practical. Therefore, I would like to settle this matter amicably for the amount requested by me. Thank you,[redacted]

Thank you for the opportunity to address and bring clarity to the additional concerns presented.
We stand by our previous response. GoDaddy does not arbitrarily update auto-renewal settings for our customer’s products. This was either changed by our customer or by an authorized party with access to the account. GoDaddy provided 10 days of service without payment after expiration, and held the data in a suspended status for 10 days before the content was deleted on November 17, 2016. GoDaddy provided 20 total days of service without payment prior to cancellation. GoDaddy proactively sent expiration notices pre- and post-expiration to our customer. Account management is a customer responsibility.
Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.
Kindest regards,
Ken C[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 below.I have only received one phone call from Godaddy about this matter. I was left a voicemail and instructed to reissue the original chargeback and they would accept the chargeback this time. My credit card company will not allow me to do this, either because it's been too long, or it was already closed. I choose not to speak to Godaddy on the phone, because anything said in a phonecall is "he-said she-said". Only messages via the Revdex.com secure board can be reviewed and held true. They make a lot of promises on the phone that all of a sudden change once we get here. Regards,[redacted]

I am not satisfied with the rude Customer Service nor the quality of the products that GoDaddy offers. In addition,  I'm constantly receiving annoying emails. I will like a refund of my online website service. GoDaddy is a ripoff.

Thanks for your reply and restoring the windows hosting plan for the remaining months. I just wanted to reiterate that I was not advised of no refund if cancelled. Why would anyone want to cancel, if not, for the prorated refund?
 
Anyway, Godaddy is not what I used to be. I will not be a part of it anymore after the windows hosting plan that I paid for expires.

TERMS OF SERVICE NOT PROVIDED AT TIME OF PURCHASE GoDaddy refers to an agreement w/o pointing out which portion of the agreement they’re referencing. When asked reps couldn’t comply. I was not informed of important rules until after the fact. PROVIDED WITH EMAIL SUPPORT BUT CUSTOMER SERVICE REP DIDN’T FOLLOW THROUGH From the rep’s email I thought that my account had been extended one month (as it should) to make up for the fact that the migration failed for the 2nd time. (see attachment) From rep’s email I thought email constituted communication regarding my account. MISLED REGARDING PRODUCT PURCHASE We were encouraged to switch to “Managed Wordpress” and were told the process was easy because I expressed concerns that I don’t have time to babysit this website. Frankly this whole process is absurd and from the customer perspective unnecessarily confusing and difficult. We were not informed at the time of purchase that if there was a problem with migrating the site that couldn’t be resolved – we only had x-amount of time (30 days?) to switch back to our existing hosting service. THERE SHOULD NOT HAVE BEEN A THIRD PARTY The third party “with access” was the result of an oversight on GoDaddys part during tech support call on 10/24/16 where I requested to be walked through eliminating old contacts. Items explained on Nov 17th were not explained in email correspondence nor during the October 26th phone call at which point we should have been advised of relevant deadlines and ramifications. RESTORATION PROCESS UNSATISFACTORY The restoration process has failed to return the website to the post 09/06/16 version. It will take at least 5-8 hours to rebuild it at $75/hour. CANNOT DOWNLOAD/ARCHIVE FILES It is impossible to download/archive files – I attempted it again yesterday 12/20/16 using tech support and that failed as well.

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 7, 2015 our customer purchased a Website Builder (WSB)...

business bundle which included Office 365 (O365) and Search Engine Visibility (SEV) for a one year term.On May 7, 2016, the O365 plan failed billing per our customers request to disable auto renew during a previous interaction. On May 17, 2016, our customer manually renewed their O365 plan via an online transaction.Our customer contacted us in June and September to discuss moving their O365 email to a free plan, but was informed they would need to migrate their email first. During the September interaction, our customer chose to continue using O365 until it’s expiration in 2017. Our customer did request auto renew for SEV be disabled, but did not disable auto-renewal on the WSB at that time.On October 4, 2016 we emailed our customer a renewal notice regarding SEV and WSB. SEV automatically renewed on October 13, 2016, and WSB automatically renewed on October 14, 2016 both for one year terms, per our customer’s account preferences. Receipts were sent informing our customer of these renewals.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer contacted our billing department on December 14, 2016, requesting a refund for the above mentioned products. After reviewing our customer’s interactions, we issued a refund for unused time on SEV. Because our customer did previously request we disable auto renew for SEV, we have issued a refund for the remaining amount.While WSB is not refund eligible, we have issued a refund as a one-time courtesy and as a gesture of goodwill.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Johnee D[redacted]Office of the CEO - GoDaddy

There was no notification received that my website would deleted. I am taking this to small claims for the full amount of damages received when the easy thing would have been to refund what I have been billed.

Thank you for the opportunity to address the complainant’s concerns. Blue Razor has not entered into any agreements with the complainant for the domain in question. While this sounds like an unfortunate incident, it appears that this complaint was not intended for Blue Razor, and as such,...

the complainant may need to file a complaint with the appropriate company. Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Stephen J[redacted]Office of the CEO - Blue Razor

[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] PS: To Godaddy support. I sent the Revdex.com an email last night stating that that the transfer had been successfully completed, the Revdex.com case had been resolved satisfactorily & that I wished to close the Revdex.com complaint. To what extant (if any) the Revdex.com's lateness in closing the case at my request (since Godaddy & I resolved the issue yesterday afternoon) necessitated your response today I sincerely apologize. Thanks again to "Lynn" from Godaddy Live Chat, Mandy O'Conner from the Office of the CEO, and last but certainly not least the Review60 Team for their help in getting this issue quickly resolved in about 40 hours instead of the 60 days I was totally dreading!!!!

First and foremost, GoDaddy's refusal to refund me for the automatic renewal in April 2016 of my website's hosting, a site whose domain name expired in 2015, is truly beyond my ability to understand.  Why would I pay $191 for absolutely NOTHING, meaning not being able to use the product?  It is plainly obvious that I was not aware the automatic renewal had never been cancelled by the GoDaddy rep I spoke to in 2014.  
Secondly, I went searching in my e-mail about this manual renewal for my domain name that I would have done in June 2014, and I found an e-mail confirmation about it (file attached).   Anyway, whether or not I manually renewed my domain name in June 2014, has nothing to do with the fact that GoDaddy automatically renewed the web hosting, when it should have been cancelled; not to mention that my domain name had expired months before the time of the automatic renewal.
Thirdly, I searched in my e-mail for an order confirmation about this automatic renewal in April 2016, I have found nothing, not even a reminder.  The last order confirmation I received from GoDaddy, besides the domain name in June 2014, was the automatic renewal for the web hosting in April 2014, and the amount was $102,96 ( file attached).  In April 2016, they charged me $191 for the same product as in April 2014.  
Lastly, I have been a good customer since 2008, purchasing more products at first.  In the last couple of years, I have had a number of personal problems, and I have not been able to keep up with my internet presence.  This is why I had cancelled the automatic renewal in 2014, knowing full well I would not have the funds nor the internet access.  Why can't GoDaddy understand this?  And why doesn't GoDaddy believe that I DID CANCEL the automatic renewal on the phone with a rep in their Scottsdale office? Does GoDaddy have that many customers who purchase their products, not to use them?                      

Thank you for the response. However the product renewal setting was not set to automatically renew on this account. Why would some of the products renew before others if the original start dates are the same? No email was sent to notify that the ssl certificate would renew. As far as the refund of course it is past the policy allowed time now but it wasn't when godaddy was notified of the intent to settle the issue. Access denied through shady customer service tactics and rudely so at that. Terrible way to run business and even with millions of customers, near a thousand complaints is to many. Thanks again for the reply.

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 December 28, 2016, the domain name in question was moved from one...

GoDaddy account to another via an Account Change. During this process, our customer changed the registrant contact information associated with the domain, initiating a 60-day transfer lock (“Transfer Prohibition Period”). GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customers from such thefts.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer has been in contact with our Domain Services team.  On January 5, 2016, the transfer lock was removed from the associated domains as a goodwill gesture. Our customer may transfer the domains provided they remain in accordance with the agreements they had acknowledged.Our customer may find the following information useful:Transferring Domain Names to Another Registrar: https://www.godaddy.com/help/transferring-domain-names-to-another-registrar-3560 Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

the service which I purchased is not been received by me and have no access to said service and still to date not received a refund.

Thank you for the opportunity to address the concerns presented by the complainant. We would like to present the following: 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.aspx On January 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. Per our Refund Policy, the complainant may cancel the hosting account within 45 days of renewal to receive a full refund for the latest renewal transaction. Once canceled, the complainant may contact us directly at [email protected] to request this refund. Additionally, we appreciate the complainant’s feedback regarding email support. After serious consideration, GoDaddy discontinued email support. Due to high demand, GoDaddy instead added live chat as a support option.  The complainant may find the following articles helpful: Refund Policy-https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ Products-https://www.godaddy.com/help/cancel-products-in-your-godaddy-account-74...⇄ you again for the opportunity to address the concerns presented by the complainant. Regards, Mike L[redacted]Office of the CEO - GoDaddy

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 September 12, 2016 our customer initiated a free one month trial of...

GoDaddy’s Premium Online Store during call to our customer care center. During the course of this call our customer requested a quote for annual pricing of this product and was advised regarding GoDaddy’s Refund Policy. On September 13, 2016 our customer again contacted our customer care center to discuss available discounts to renew their Online Store for a one year term. A renewal was not processed at that time. On October 1, 2016 our customer contacted our customer care center and renewed their Online Store for an additional year. They received a 30% discount on this transaction.On November 3, 2016 our customer contacted our customer care center to request a refund for the renewal of their online store. Resolution:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The Online Store plan our customer purchased was eligible for a refund if canceled within thirty days of renewal. Our customer was correctly advised they were no longer eligible for a refund.  Our Refund Policy can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963Thank you again for the opportunity to address the concerns presented by our customer.Kind regards,John M[redacted]Office of the CEO- GoDaddy

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 September 25, 2016, our customer purchased a domain name transfer...

via an online transaction. The transfer order was for a domain they were purchasing from a third party via GoDaddy’s auction platform. The funds paid to GoDaddy were for the transfer of the domain, not the domain itself.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy will refund the fees paid for the domain transfer, though we will need our customer to cancel the transfer order first. Our support staff can assist them with this process and issue a refund once the transfer is canceled within their account. As for the fees referenced in their complaint, GoDaddy is unable to address their concerns, as these fees are neither charged by nor paid to GoDaddy.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response.Contrary to our customer’s understanding GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf; account management is a customer responsibility.   SSL certificates are auto-renewed one month prior to their expiration to allow customers time to update them. Furthermore during the interaction our customer referenced they declined to validate their account and specific account details could not be discussed by our agent. Their next communication was through the Revdex.com and outside the time frame of our Refund Policy. 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,John M[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 below.

1. the rude customer service was never addressed. I would like this to stay on their Revdex.com file and this company should not have a A+ rating.

2. I was waiting fir the supervisor ** to get back with me to resolve my problem. No one said at anytime I was coming close to an additional $80.00 fee

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 28, 2016, our customer registered the domain in question via online transaction.On October 6, 2016, our customer contacted GoDaddy to request a refund for the domain. In accordance with our Refund Policy, their request was denied as it was made well past the time in which the domain was eligible for a refund.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.When a domain name is registered or renewed, GoDaddy acts like a broker in the sense that we are taking an order from the customer (registrant) and buying or renewing the domain(s) from the Registry on behalf of the customer.  It is then up to the Registry to decide if they will take back an order and the time frame in which they would do so. In this case, GoDaddy has already provided the money to the Registry and we are unable to recoup these funds. The transfer of a domain's remaining registration term to a different domain is not permitted.Per the terms our customer agreed to, it is a customer responsibility to ensure domains they register do not infringe the legal rights of any third party. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy