GoDaddy.com

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response that account management is a customer responsibility.Based on the charge-back the complainant has processed with their financial institution there are no further actions we can take at this time.Kind regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260 Phone: ###-###-#### Fax: ###-###-####

Dear Dispute Resolution Consultant,Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. We have reviewed the additional details that have been provided and would like to present the following.On the day the hosting service expired, in this case June 9, 2015, the customer's agreed and purchased term of hosting ended.As stated in our original response, GoDaddy provided 20 days of service without payment. Our customer did not take action to bring their account current and their hosting service was canceled on June 29, 2015.The daily backup feature referenced by the customer is in fact available for accounts where payment is late and the service has been suspended, but not canceled. In order to access the backup feature, as well as all other included features, payment must be made first to bring the account current.When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the customer’s account but rather on other servers that GoDaddy uses for disaster recovery, not for customer archival purposes. Per our terms of service (to which the customer agreed) it is the customer’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account.The reason we charge a recovery attempt fee is our administrators must perform data recovery work to see if the deleted content can be restored. GoDaddy takes weekly full backups and nightly incremental backups of our server environments. A GoDaddy server administrator would need to provision a new and different server, restore the weekly full backup and then the nightly backups incrementally to the time of requested restoration. Once the server has been restored to the correct point in time, our server administrator would then access the server and make copies of the customer’s website files. They would then upload these copies to our customer’s current hosting account. This process is costly in both time and manual effort.We understand our customer may not have reviewed the terms they agreed to, however, it is their responsibility to do so.Resolution:Our offer to reduce the cost of our labor still stands, however, GoDaddy will not fully absorb this cost, as this situation is the direct result of our customer’s inaction.Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.Kindest Regards,Stephen J[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 upon this condition ; and if it complies to what I am am responding herewith. "" I will wait until for the business to perform
this action and, if it does, will
consider this complaint resolved; if:
In summary; I will receive ; as exposed; in the Resolution:"  an In Store credit for any unused time remaining on my plan upon cancellation"; which ammounts to what specific sum of______? ( This ammount $  has not been determined by this one sided resolution)..
 
And my acceptance will be conditioned to the disclosure of  the ammount of money offered by the business.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  However, I would like to clarify GoDaddy's response, "The complainant is not a GoDaddy customer and has not entered into any agreements with GoDaddy." While this is true on the surface, the reality is the person we were actively communicating with (ie, requested by the customer - not spam) is a customer of GoDaddy and expects legitimate communications to him to be delivered to him in a timely manner. Also as a part of the WWW community, GoDaddy entered into an agreement to facilitate the maintenance and usability of the system in such ways as their business affects.

Regards,

The reason for not contacting godaddy.com the day after I was charged was because the money was taken from Paypal, which then I finally got a response 2 weeks later from them telling me they couldn't refund me due to the process of godaddy.com saying I had to contact them first. I hadn't realized I needed to contact godaddy itself, otherwise I would have done that the first time around. I did make the effort to contact paypal, obviously I didn't want to rewnew something I"m not even using and it's pretty sneaky that a company says if you "Buy a domain" you have 30 days to get your money back, but if you "rewnew" the domain, which is actually 'buying' the domain again in essence, I was informed you only have 5 days to get a refund. I'm not sure why there would be a vast difference, in case an issue like this would happen in which a customer didn't want to renew. It's not as if I just didn't want to have the service after waiting a few weeks and didn't like it, I made the effort to actually try to get a refund, but just didn't realize that I had to contact godaddy.com directly as opposed to paypal. In the past, If I ever had an issue with a money transaction, it was always resolved through paypal, which is why it's really not very fair to say "oops sorry buddy, you cant' get a refund now because you didn't contact our website directly first" when paypal is the one taking the money from my account. I would think a company to keep future customers would have good faith to actually return the money to someone that used their services for over 3 years and didn't want to renew, as opposed to make someone unhappy.

Thank you to have forwarded Godaddy's response to me. I am afraid the person responding to this complaint has not understood it. This has noting to do with an hosting account. I had been hosting web sites with Godaddy since 2009. Lately, they have been problems with one "Reps" or "support staff?". As a result,  I have decided to keep only one hosting account with Godaddy but I was surprised to see my 4 domains on sale then, when I was ready to reactivate it.I you decide to take sites down - when the time their hosting had been paid for is over - this is your right. But this was another issue and the reason I decided to stop the hosting for the other 3 domains.This is about advertising the sale of domains that have not expired and without my authorization.  My web sites were first from a passion, I enjoy building them. I do not have the will or the time to engage in time consuming and sometimes rude communications as it happened before.This complaint is about finding a better way to communicate. I am seeking anything else from them than to stop advertising the sale of a domain I still owe. They are denying it while I have provided a screenshot for the one I am complaining about. I would like for them to address the real issue and to ask whomever has been doing it to just stop. Thank you foryour willingness to transmit this message.Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  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 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 Name Registration Agreement•GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 2, 2012 the complainant registered the Domain Name in question for a 2 year term during an online transaction.  They subsequently renewed this domain name for an additional year on December 2, 2014. The domain is currently in an expired status.  On October 1, 2015 the complainant’s activated a free credit for a Windows Hosting Plan that was provided with the domain name purchase.  These credits have since been discontinued. On December 3, 2015 the complainant contacted GoDaddy’s Customer Care Center and afterwards cancelled the free Windows Hosting Plan in question. They now wish to have that plan restored and support 5 websites. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Contrary to the complainants understanding the free Windows Hosting plan they previously received did not support multiple websites.  Furthermore as a onetime consideration GoDaddy provided the complainant with an Economy Plesk Hosting Plan for a one year term.  This plan supports a single website as did the free hosting plan they previously made use of. The complainant is responsible for the cost of all future renewals. Should the complainant require assistance in migrating their website content they can contact GoDaddy’s 24 Hour Customer Care Center at (480) 505-8877.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,John M[redacted]Office of the CEO - [email protected][redacted]

Last month this Company attempted to charge me $8.99, which is the annual fee. I did not Affirmatively Enable this action, in fact I requested an immediate termination of account # [redacted]. I immediately called my Credit Card security, which replaced my card with a new one. This month, Godaddy.com attempted the exact same thing. I called their CS dept. again & they refused my oral request to terminate my account. I explained that the CC number they have on file is inactive. Ideas?

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 do not agree with GoDaddy's decision to send my refund to a CLOSED BUSINESS credit card that is no longer open. I closed my [redacted] account over five years ago and now they want me to chase down my refund that's going to a credit card company that hasn't done business with me in five years. I want a check as this is the only fair and reasonable refund procedure. Again, this account was CLOSED (meaning no new # was issued) so I'm now stuck with no refund. 

I phoned [redacted] this evening and they indicated that [redacted] (of GoDaddy Executive Relations) is wrong. They do NOT issue refund checks for people who are no longer customers and that do not have an active relationship with [redacted]. If you pick up the phone and actually called them, they would indicate the same.

Regards,

[redacted] 

Regards,

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

agreements upon conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Auctions Membership Agreement• GoDaddy Domain Buy Service AgreementThe latest version of these agreements can be found at: [redacted]On January 6, 2012 the complainant purchased a backorder and Certified Domain for the domain name in question during an online transaction, they did not purchase the Domain Name itself. The Certified Domain subsequently renewed on January 6, 2013; January 6, 2014 and January 6, 2015. The Domain Name in question is not and never has been registered through GoDaddy. 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 in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.As a onetime exception we are providing the complainant with a refund of $19.96 for the purchase and subsequent renewals of their Certified Domain. Please allow 5 to 7 days for this to reflect with your financial institution. EDUCATION: The complainant might find this article regarding GoDaddy’s Refund Policy Useful:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Kindest regards,

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 did buy a new domain last week from godaddy but the sales person never shared anything about legal-agreements. They never mentioned about not receiving a refund. If they take the time to inform the customers or remind customer me we have this legal agreement document that is helpful. I would never have thought of asking for a refund.  I have not heard the sales person saying anything about this agreement when I asked for a refund.  Now I know about this legal agreement document exists:-).

Apple or any app company or software product companies they mention about the agreement and we know what to expect.  This is not a good business practice and someone should correct this practice.  Godaddy or any company should say upfront about this agreement when we buy a domain. Then we the customer will not have to go through this trouble.  When we ask for a refund you mention about an agreement.  This is not good!  When we ask for a refund you show us the agreement that show their intention. I am disappointed by this business practice...  The reason I did take this step is to protect other customers. They or any domain sales company should be clear.  

Regards,

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. Contrary to our customer’s statement, there was no requirement for renewal at the time the domain name was renewed on December 21, 2015. The domain in question was transferred out of our system the same day it was moved into our customers account, December 21, 2015. The renewal time of 1-year year moved with the domain name to the customer's new registrar. That time is not refundable. Thank you for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards, Terri H[redacted] Office of the CEO [redacted] GoDaddy.com [redacted] Scottsdale, AZ 85260

They advertise their Premium Online Ecommerce store as $24 per month. But you can't get it for $24 per month, only $300 for the year. Which, yes, works out to $24 per month. But you have no option for 24$ monthly, only a year up front. Not a big deal, just shady. As a customer with them for 5 years, they have steadily grown more purposefully misleading. So watch out for these guys. I no longer do any new business with them.

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 Website Builder Agreement• GoDaddy Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]On December February 17, 2013 during an online transaction the complainant purchased the Domain Names in question for a two year term.  The Domain Names subsequently expired on February 18, 2015. A domain's expiration date is not arbitrarily set by GoDaddy. The complainant chose the initial date of registration, the term of registration ((and/or consolidation or renewal). At the time of purchase (and/or consolidation or renewal) the customer had many options available to them such as recording the expiration date in their ledger or calendar. While GoDaddy sent expiration notices before and after the domain's expiration date to the customer via email GoDaddy simply has no control over what happens to the email notice after it leaves our system or how the customer's ISP or email client chooses to handle the email once they receive it. If the customer changes their email address we simply have no way of knowing what their new one is unless they inform us by updating their account. Account management and renewal of domains is solely a customer responsibility and the complainant agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success they must also be responsible for their actions or lack thereof. GoDaddy sent renewal notices prior to the expiration date on:• November 19, 2014• January 18, 2018• February 12, 2015 GoDaddy also sent notices after the expiration date on:• February 18, 2015• February 22, 2015• March 1, 2015On the day a domain name expires, in this case February 18, 2015 the complainants agreed and purchased term of domain registration ended. The complainant only registered the domain until this date. After the complainant's agreed and purchased term of domain registration ended GoDaddy (at our own cost) provided the customer with a 42 day grace period to renew or redeem the name.The complainant now wishes to redeem their expired Domain Names.RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.This is a time sensitive matter. As a onetime exception, we are willing to waive the $80 redemption fees for the Domain Names in question if the complainant contacts our office while they are still in an eligible status.EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing products and services:What happens after domain names expire?[redacted]Can I renew my domain name after it expires?[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

Thank you for the opportunity to address the additional concerns presented by our customer. As previously stated, due to an error, our customer was overpaid by GoDaddy in the amount of $424.00 USD in conjunction with the two domain names sold via GoDaddy Auctions. As part of the Auctions Membership Agreement our customer acknowledged and agreed to, our customers who utilize GoDaddy Auctions to sell domain names authorize GoDaddy to post credits or debits to the Deposit account in question to reverse erroneous payments.  GoDaddy has not automatically debited our customer’s Deposit account as a courtesy.Again, to return the excess funds paid to them, our customer may process the $424.00 USD Miscellaneous Charge transaction currently within their shopping cart.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Gary H[redacted]Office of the CEO – GoDaddy

godaddy has mislead me about my domain name, my legal property that I owned before godaddy. I was taken for a ride by a web designer I hired. This person left me hanging high & dry. I was talked into dropping my annual payment for my domain name by their c/s department and found that I could not log onto my website that was designed for me. My domain name is now up for auction and if I want it back I now have to bid on it, starting price $250.00 I would like to see domain brokering legislated, regulated and monitored. godaddy does not understand that they average person is normally not familiar with the in's & out's of website building and maintaining, hence why most hire someone to do it for you like I did and I did not expect for the person I hired to drop me unexpectedly either. I have explained the whole story to godaddy c/s and they do not seem to give a damn and told me I can file a complaint with ICANN, they were of no help either. I want my property back, my domain name & all TLD's!

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.We have as of yet to receive a call from Godaddy addressing our MANY complaints. Our complaints were expressed on [redacted] and their social media customer service promptly removed and blocked our public correspondence. We believe this to be due to the high responses that we received from potential businesses which viewed the comments and asked for details i.e. our recorded calls, emails, and other posts made to Godaddy. We have 3 employees that communicated to them via [redacted] because direct emails to multiple supervisors went UNANSWERED. These emails are available and will be posted, along with the social media screenshots that were deleted, if we proceed in posting our public complaint website. We manage over 113 individual Godaddy business accounts and because of GoDaddy's blatant disregard to us as customers and the amount of money and time it has cost us in trying to resolve this matter, we will move forward publicly as we best know how in advising other companies from using them. Their response here claiming their inability to research this matter is just another way in which they try to get customers to conform or drop their quest in receiving the service that has been contracted. Since this response is supposed to be coming from the CEO's office, I can only imagine, and hope that they can very easily pull our account up by our email domain name, my name number, etc. (their [redacted] rep finally admitted that publicly and was able to do so and he was not representing the corporate office, but since I am going to provide them with every tool they need - except getting bounced around their call center that chooses not to provide proper management assistance and which we have to spend 20 minutes explaining ourselves each time - since they do not seem to keep accurate notes) I will humor the response and provide our account number [redacted]

Regards,

I wanted to speak with a supervisor because your representative couldn't help me and he said no because he didn't know if I had an account with go daddy or not. I asked him 3 times to transfer me and he was a complete [redacted], rude, and disrespectful. His name is Joao and he was unprofessional and really didn't know know what he was talking about. I am livid and pissed the [redacted] off because anytime a customer wants to speak with a supervisor they should be able to no matter what.

Dear Dispute Resolution Consultant,

Thank you for the opportunity to address and clarify the complainant’s additional concerns.

We appreciate the complainant’s feedback regarding our service.  GoDaddy respects all opinions, even critical ones, and we will ensure the feedback is provided to the proper parties.

Again, GoDaddy worked vigorously to resolve the technical issues the complainant was experiencing, and have refunded their most recent email plan renewal as a gesture of goodwill.

While we regret that the complainant wishes to move their services to another provider, our office can attempt to assist the complainant as they move to the provider of their choosing.

Thank you again for the opportunity to address and clarify the additional concerns of the complainant.

Kindest Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

[redacted] N. [redacted] Rd. Suite [redacted]

Scottsdale, AZ 85260

###-###-#### Phone

###-###-#### Fax