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:* Universal Terms of Service Agreement* Workspace Service Agreement* Marketing Applications Agreement* Website Builder Service Agreement* Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 7, 2012 the complainant purchased several products for various term lengths via an online transaction.  On March 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew an SSL Certificate service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant. GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 5, 2014February 20, 2014These notices indicated the service would be automatically renewed upon expiration unless action was taken. GoDaddy provides customers with full control over the automatic renewal feature. Customers may, at any time, log into their account and modify this preference. Account management is a customer responsibility.  On April 6, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew a Standard Search Engine Visibility service for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014On April 7, 2014, per the complainant's account preferences, GoDaddy was instructed to automatically renew several more of the complainant's services for another 2-year term and did so in a good faith effort to honor its agreements with the complainant.GoDaddy sent renewal notices prior to the expiration date and subsequent renewal on:February 6, 2014March 8, 2014The complainant did not contact GoDaddy's 24/7 Customer Care teams regarding the renewal of their services until January 4, 2015. The complainant was offered applicable refunds to In-Store Credit, available for future purchases with GoDaddy, in accordance with our Refund Policy once services were canceled.  The complainant declined the applicable refunds.On Januray 25, 2015 the complainant canceled their services and contacted our Customer Care teams. The complainant was again offered applicable refunds to In-Store Credit in accordance with our Refund Policy and declined the offer.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The complainant may contact our 24/7 Customer Care teams at their convenience to receive any applicable In-Store Credit.   The following GoDaddy Support articles may be helpful for future management of products and services:Managing Renewals for Products and Services -https://support.godaddy.com/help/article/725/managing-renewals-for-products-and...⇄ Products –https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy –https://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.[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have used Go Daddy for many years for domains and more recently Outlook 365 service for my business email. The program crashed last week and I spent numerous hours trying to get help from them to fix it. After having to uninstall it, do a fix and re-install it I find that all of my business folders with important information are missing. Go Daddy tech support will take no responsibility and, in fact, continued to tell me it is all my fault. I am not a tech person, I am a financial services professional. I hire companies like Go Daddy to do the tech support and if there was something I needed to know about how to save my files, they needed to tell me BEFORE this happened and now take responsibility to help me recover the lost files. Instead, they just tell me it's my fault. Bad Business practices!

Good afternoon,
 
I find it very surprising that GoDaddy.com only tells you the part in wich they say it's in the terms and contracts but as I stated in the beginning of my dispute, we have had previous problems like this with them, in which we have told them and they have given us back and refunded the money. In this particular case, they say we changed this "auto renew" policy in August but it's not even true. As I have said before, there are at least 3 places I have now found where you need to check "off" in case you do not wish to continue with the auto-renew. Since the first minute we ordered the products, we checked "off" the only one we saw in "settings". How is a client supposed to know there are two other places you need to check off in case you don't want it? Once should be enough to understand for them, you do not wish to continue the service unless you want to, not just auto-renew it. 
I am attaching the Screen Shot #1 in which you can see where the “autorenovación / auto renewal” is not checked. That has been like that since day 1. I am also attaching Screen Shot #2 where you can find that every time you buy a domain or any product from them, they tell you up front you are buying for a 2 year period but it’s not true, because every year they send you an email telling you that your product service is expired and you need to renew. If you don’t renew you will loose your product, instead, they immediately auto renew your product. If they where legit, they would tell you in their email, “your product is about to go into auto renewal” nothing about expiring because it’s not true.When you buy a product service with them, you can see as I am showing you in the Screen Shot #3 that from the beginning, even before you can switch off the “auto renewal” they already consider it a “auto renewal” product (shown with the words “recurrente” which mean “recurring).Unfortunatly this isn’t the first time we have gone through this process with GoDaddy.com. They have made this a habit for them. I am attaching an Reimbursement Email that we already claimed to them directly in which you can see that they told us that they would reimburse us for that payment and it’s the same case, we didn’t ask for a renewal and they did it directly.In the second Reimbursement Email I am attaching you, you can see how they tell us in their answer that if we do not want the products we can get a credit for them. So please, explain to me how the tell us that in their contracts they say they will not reimburse us for anything when in May 27th, 2015, after a year of buying the products they tell us they will?I am completely disgusted with the way GoDaddy.com is managing their product, services, and their customer claims. I can assure you we tried contacting them directly in this last time and got no answer, so really it isn’t as easy as they make it look like in the information they sent you.Please, make note that we do not wish at all to keep working with this company. The last time, this happened in May I erased every trace of the credit card so that they could not do “autorenewal” also, and even there, they still have done it. What other ways do I have for them to understand I do not want to keep their service?Thank you very much for your understanding and ongoing process on this matter.

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,

Beyond the fact I was immediately locked out of my GoDaddy customer account when I canceled although I had NO failed login attempts (and thus can not access the store credit), I don't WANT store credit. 
To use store credit, I'd have to be willing to entrust the company with my domain name registrations, hosting or other services. I am not.
I didn't pay in STORE CREDIT. I paid in CASH. A refund in CASH for the unused time is the only solution I find acceptable.

[redacted] Revdex.com

I am writing to complain about the lack of full disclosure which I encountered with GoDaddy.com. I have had a web site with them for 3 years. That web site had an instant page which was free. That is one of the reasons I decided to use them, because of the ease of management of that system which I desired for a very simple web page. On March 1, 2014, GoDaddy.com renewed my subscription for my domain for 3 years. They did not inform me that instant pages would be discontinued and I would have to pay for a web builder. At the end of April, I received a notice that I would have to pay for a web builder and that instant pages would no longer be usable as of some time in June. I called billing for GoDaddy.com and they informed me that I paid for the domain. Instant pages had just been a free service they offered. It had nothing to do with the cost of the domain. I tried to explain that the free web builder was the reason for me having this particular domain with GoDaddy.com. Also, that I was not informed of the discontinuing of the instant pages when they automatically renewed my service although I was sent an e-mail that it was automatically renewed for 3 years at a cost of 39.03. Had I known about the discontinuing of the free service of instant pages, I would not have renewed. I was told by billing that I only could discontinue the web site within 5 days of renewal.
I believe that this is poor business practice since they were aware of the change and did not notify me knowing it would cost me more for a web builder.
Respectfully,

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the complainant’s concerns and the GoDaddy account in question to which we would like to present the following.The complainant had reached out to GoDaddy's Domain Services team...

stating a domain name registered at GoDaddy is incorrectly displaying some of their personal contact information in the public Whois directory.Per GoDaddy's Domain Name Registration Agreement which all customers that register domain names with GoDaddy must acknowledge, domain name contact information must be kept in a current and accurate status. The latest version of GoDaddy's Domain Name Registration Agreement and all agreements may be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy takes its commitment to consumer protection very seriously and the appropriate teams are working to resolve the complainant’s concerns. Specifically, GoDaddy’s Domain Services team has reached out to the registrant and requested they update the information present on the Whois directory. If the registrant fails to do so, GoDaddy will take further action.RESOLUTION:Go Daddy has acted in good faith to address and resolve the complainant’s concerns. Upon further review, we have found no indication of the use of the complainant’s information with any other transactions.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards, [redacted] Office of the CEO [redacted]@GoDaddy.com GoDaddy.com [redacted] Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the customer’s additional concerns.GoDaddy stands by our previous response. Our customer has experienced multiple technical issues with their two [redacted] and when our customer notified GoDaddy we acted immediately. 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 Hosting Support teams have offered to upgrade the servers however our customer declined. GoDaddy offers multiple server options that our  customer should consider which would reduce the possibility of running out of resources.  We appreciate the customer’s candid feedback regarding our service levels and rest assured the continued issues are actively being investigated by our Hosting Operations Teams. Should our customer have any further problems we ask that they respond to  the most recent escalation with GoDaddy and include all details on how to duplicate the problem.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer. 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 our customer. We have reviewed this matter and would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn October 26, 2015, our customer contacted our support staff for help with their hosting service, speaking with multiple support agents. During one of these conversations, our customer agreed to upgrade their shared hosting service to our Ultimate plan. The plan they upgraded from was a free version of our Deluxe level plan.After learning that all resources are not unlimited for the Ultimate plan, our customer contacted support staff on November 1, 2015 and expressed their desire to switch back to their previous plan. A service ticket was generated to fulfill their request.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.We appreciate the customer’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Working with the customer, GoDaddy has restored their content to the Deluxe plan currently active within their account. The Ultimate plan has been canceled and a full refund has been issued for the transaction to upgrade to the Ultimate plan.Education:The customer might find the following articles useful.RESOURCE LIMITShttps://www.godaddy.com/help/resource-limits-12001HOW DO EACH OF CPANEL'S RESOURCES AFFECT MY SITE?https://www.godaddy.com/help/how-do-each-of-cpanels-resources-affect-my-sit...⇄ 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]Scottsdale, AZ 85260

Thank you for the opportunity to address the complainant’s additional concerns. On July 21, 2016, GoDaddy’s Domain Services team sent an email to the complainant with several options to demonstrate their contact information should not be associated with the domain name. On August 22, 2016, the complainant sent an email to our Domain Services team explaining why their email address should not be associated with the domain name in question. On August 22, 2016, the domain’s contact information was updated to no longer reflect the complainant’s email address. The complainant should no longer receive notifications intended for the domain’s registrant. Thank you again for the opportunity to address the additional concerns presented by the complainant.Kindest regards,Stephen J[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...

creating a customer account with GoDaddy:•    Universal Terms of Service AgreementThe latest version of these agreements can be found at: [redacted]GoDaddy takes the prevention of unwanted email and spam very seriously, and does not tolerate the use of its products for the sending of spam.  GoDaddy’s Domain Name Abuse Department received reports indicating the domain in question was sending unwanted email to addresses that had not opted in to receive communications from the sender, a violation of GoDaddy’s user agreements that the complainant acknowledged and agreed to when they created their customer account.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a service provider, GoDaddy takes any reports of abuse seriously and will investigate and take appropriate action when instances are brought to our attention.  Our Domain Name Abuse Department has corresponded with the complainant per our standard protocols, and provided the complainant with options to move forward.We encourage the complainant to continue to work with our Domain Name Abuse Department to resolve these concerns.EDUCATION:  If a website utilizing GoDaddy’s services is identified hosting any abusive content (knowingly or not), such as distributing malware, hosting phishing sites or sending Spam, we urge that it be reported it to us at our Abuse Report Center, which can be reached through the following link: [redacted]Thank 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]

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•    Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On April 19, 2014 the complainant purchased the Website Builder in question for a one year term.  This was for the service period ending April 19, 2015.  Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so in a good faith effort to honor its agreements with the customer however, the customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.GoDaddy sent a renewal notice prior to the expiration date on April 9, 2015.GoDaddy also sent notices on and after the expiration date on:•    April 19, 2015•    April 29, 2015•    May 9, 2015On the day the Website Builder expired, in this case April 19, 2015, the complainant’s agreed and purchased term of hosting ended. After the complainant's agreed and purchased term ended, GoDaddy provided 10 days of live site service without receiving payment from the complainant. When this 10 day period ended, the site was suspended for nonpayment.  GoDaddy then held the website data for an additional 10 days before the site content was deleted.   In total GoDaddy provided 20 days of service without payment prior to cancellation.The complainant is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content.  Website restores are not a product that GoDaddy regularly offers, but rather a service that GoDaddy may provide in rare occasions when a customer does not have their own content independently backed up.  Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.If the complainant purchases a new Website Builder plan, our office will waive the restore fee as a one-time exception.  The complainant can contact GoDaddy’s 24/7 Customer Care Center directly to purchase the new Website Builder plan, and request their restore.EDUCATION:The following GoDaddy Support article will be helpful in the future to the customer regarding managing product renewals.Managing Renewals for Products and Services:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[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.  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 additional concerns presented by our customer. We stand by our previous response.  Our customer was repeatedly advised that migrating their website content was their responsibility.  Furthermore, during our review of our customer’s interactions they acknowledged having been advised of this.In addition the refund they have requested is outside of our refund policy. That policy can be viewed in the following link: https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID...⇄ you again for the opportunity to address the additional 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 find that this resolution would be satisfactory to me.  The business was fast to resolve this situation and take care of the problem so I consider this complaint resolved.

Regards,

Kings of upsale. They refuse to stop sending emails. I even closed my account and yet still they send me emails about expiring domains that are about to expire. They are forever on my spam list.

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,

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. At no time since its registration on November 28, 2000 has the domain name in question been registered through GoDaddy.  Furthermore GoDaddy has not altered any documentation as the complainant alleges. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260

and the Today's Point of Contact Supersvior (from Notre Dame) at GODADDY said, "I am sorry Sir, it is past 3 months since Sept and we cannot do anything about it". I am still comtemplating is it really 3 months from Spetember?(Today's date is Nov 6). When asked where does it mention that I have only 5 days from the renewal date to ask for cancellation of a service, I was made aware that I SHOULD READ SERVICE AGREEMENT, and GoDaddy does not have an obligation to specify it unless asked specifically upfront.

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

[redacted] On April 26, 2016, our customer purchased an Online Bookkeeping plan for a five-year term via Chat with a support representatives. Our customer indicated they were familiar with the software as they had used this product previously. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.GoDaddy Online Bookkeeping is, in fact, designed to be used by small businesses of all types. Our customer indicated they had a working knowledge of the product and did not reach out with any questions or concerns. Our Supports teams were not contacted until July 10, 2016, at which time the Online Bookkeeping plan was outside of GoDaddy's refund policy.  GoDaddy’s refund policy is publically located at the link below:[redacted]As a good faith gesture, we are willing to provide a partial refund in the amount of $345.31 USD, equivalent to 4 years of service. If this is acceptable to our customer they may reach out to us at [email protected] to obtain this refund. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy