GoDaddy.com

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

agreements upon conducting business with GoDaddy:•    GoDaddy Universal Terms of Service Agreement•    GoDaddy Domain Name Registration Agreement•    GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: [redacted] On April 8, 2012 the complainant purchased an Economy Shared Hosting Plan for a one year term during a call to our Customer Care Center. The Hosting Plan was subsequently renewed by the complainant on a monthly basis •    August 30, 2014•    September 29, 2014•    October 29, 2014•    December 1, 2014•    December 29, 2014The Complainant’s Hosting plan failed our attempt to bill the payment method of file on January 18, 2015 and January 28, 2015, the complainant had deactivated the auto-renewal function in their account. After these attempts notifications were sent to the email address on file. In addition after the most recent failed billing the hosting plan was suspended. Subsequently the Hosting Plan was cancelled on February 7, 2015 and their web content was deleted. Account management is a customer responsibility. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan. 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.RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a onetime exception we have provided the complainant with 3 months of an Economy Shared Hosting plan and restored their content. At this time the complainant has redirected their domain name to another hosting provider. Should the complainant desire to access the hosting plan we have provided them with they can contact our 24 Hour Customer Care Center at ###-###-####.EDUCATION:The following GoDaddy Support articles will be helpful in the future to the complainant 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

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed our customer’s concerns to which we would like to present the following.Prior to the original purchase of products and services, our customer agreed to the following...

agreements:* Universal Terms of Service Agreement* Domain Name Registration Agreement* Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]?Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer and ensure the service in question was renewed appropriately.  Our customer has canceled the hosting plan in question and an applicable refund was provided to them in accordance with our refund policy totaling $34.97 USD. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted]Office of the CEO[redacted] Phone [redacted] Fax

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy will typically offer customers discounted prices during their initial term, when they are likely to be just starting out in their business and may not be up and running yet. Upon renewal, GoDaddy asks customers to pay the fair market value for a service that gives them 24/7 customer support and helps their business be successful.Additionally, a domain's expiration date is not arbitrarily set by GoDaddy. The customer chose the initial date of registration and the term of registration.  At the time of purchase, 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 the domain's expiration date to the customer via email, GoDaddy 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 received. Account management and renewal of domains is solely a customer responsibility and our customer agreed to this when they registered domains through GoDaddy. While we make a best effort to partner in our customer's success, our customer must also be responsible for their actions or lack thereof.Furthermore, as a domain registrar, GoDaddy acquires domains from each specific registry on our customers’ behalf.  These registries have specific refund policies in place, which limit the time GoDaddy has to receive a refund on canceled domains.  As GoDaddy is unable to receive a refund from the registry for the domain name renewal in question, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[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.

GoDaddy has not provided the 3 years of certificate they had been contractually obligated to provide. They offered "Store Credit" which does not come close to being able to procure the remaining time on a SSL certificate. 

In Short, GoDaddy was vulnerable to a security exploit that reduced the reliability of system. I attempted to work with them to re-secure my system after their vulnerability. They have not issued a certificate for the remaining time on the contract. They have not issued a cash refund for their present valuation of that remaining time. They have not compensated users for the security flaw.

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...

Our customer is utilizing a free Workspace email plan. Workspace email is no longer a product GoDaddy actively offers, however it is still a supported product.  Our customer appears to have been utilizing the GoDaddy iOS app to check their email account.For several months, customers have been urged via in-app messaging to switch from the GoDaddy app to Outlook Mobile to check email on their mobile device.  Email will no longer be included on the GoDaddy iOS app, and our customer will need to either use our online Webmail login or utilize a mail application or the native email client on their device. Should our customer wish to sync their email folders they will need to upgrade to our IMAP email.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.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.At this time, our customer has been properly advised that our mobile application will no longer serve as an email interface. Should they need assistance in upgrading or setting up their email within a new third party application, our customer care is available 24/7 at ###-###-#### or via chat at [redacted].Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mandy O[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.

GoDaddy upheld its agreements in good faith with our customer and honored its

terms of service. Specifically, GoDaddy renewed the services in accordance with

our customer's account preferences.  It was not until after the renewal

transactions when our customer disabled the renewal preferences within their

account. The screen shots presented by our customer do not accurately portray

their renewal preferences at the time of the renewal. GoDaddy does not change

the automatic renewal setting on the customer's behalf; account management is a

customer responsibility.As previously stated, if our customer

no longer wishes to utilize the email and hosting plans, they can cancel these

services and receive a refund of the unused time in accordance with our Refund

Policy. The domain names are not eligible for refund at this time.Thank you for the opportunity to

address and bring clarity to the concerns presented by our customer.Kindest regards, [redacted] Office of the CEO [redacted] GoDaddy.com [redacted] Scottsdale, AZ 85260

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

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Domain Name Registration Agreement•    Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 9, 2014, the complainant purchased five domain names for a one year term each, via online transaction.  This is for the period ending November 9, 2015.During the purchase, the complainant opted to add GoDaddy’s Protected Registration service, the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names, which have this service, cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.On November 9, 2015, the complainant submitted the information required to cancel the Protected Registration, which can take up to 72 hours to be processed.On November 10, 2015, GoDaddy was instructed to automatically renew the service in question per the complainant’s account preferences and did so in a good faith effort to honor its agreements with the customer.GoDaddy sent renewal notices prior to the expiration date on:•     October 9, 2015•     October 24, 2015•     November 4, 2015These notices informed the complainant their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The Protected Registration service functioned as advertised, keeping the domain from being canceled or transferred without proof of identification.  The complainant’s Request to Cancel Protected Registration has been processed, and the Protected Registration service has been refunded to the original payment method.  If the complainant no longer wishes to continue the domain name registrations, they may cancel those within 45 days of the automatic renewal and contact GoDaddy’s customer care center for a refund.EDUCATION:The complainant may find the following articles helpful:What is Protected Registration?https://support.godaddy.com/help/article/1286/what-is-protected-reg...⇄ Protected Registration:https://support.godaddy.com/help/article/1292/canceling-protected-r...⇄ 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.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.As stated in our original response, account security is a customer responsibility. GoDaddy thoroughly reviewed the account in question and the information provided by the complainant. We are unable to verify an account compromise occurred, nor any unauthorized changes made to the account. As a registrar, we cannot become involved in any domain name dispute that may exist between third parties.Any further dispute over the registration of the domain name will need to be through an ICANN approved arbitration provider (http://www.icann.org/dndr/udrp/approved-providers.htm) or the court system.The complainant may also wish to review the Uniform Domain Name Dispute Resolution Policy (UDRP) at https://www.godaddy.com/agreements/showdoc.aspx?pageid=UNIFORM_DOMAIN.Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  GoDaddy has refunded as they agreed and they have pledged to improve their customer service.  Although they have wasted my time and money and could have even provided more service for me, I consider this complaint resolved.

Regards,

I have spoken with GoDaddy before and they have told me that they would remove my e-mail from their user list since the person who owns the business is DEAD!  Can they explain how am I suppose to update information that I have no control over and the family has disposed of all material concerning that business?
Thank you,

Disgusted to say the least - I am about to renew a domain that I have had with Godaddy since 2001, How the hell do you go from 8.99$ to $70??? Not to mention the rip off on email address rates and poor poor poor customer service, that cannot understand one simple question... Looking to take my business elsewhere IMMEDIATELY. enough is enough

Thank you for the opportunity to address the concerns presented by the 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]...

The domain in question has Protected Registration service added to it.  Our Protected Registration service is the highest level of protection for a domain name that GoDaddy offers.  This premium, add-on service provides private registration and also protects against the cancellation, expiration, or transfer of a domain name. Domain names which have this service cannot be cancelled or transferred until the Protected Registration is canceled. This is done by way of the domain's registrant submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.While we understand any frustration our customer may feel, they are not the registrant of the domain in question. In order for us to remove Protected Registration from a domain name, the request and documents required to do so must come from the domain’s registrant. Ownership changes at the customer account level do not extend to domain ownership. Our customer will need to work with the current registrant and our Domain Services team to have the Protected Registration service removed. Thank you again for the opportunity to address the concerns presented by our customer.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 our customer’s additional concerns.It appears our customer's additional comments were submitted to the Revdex.com on April 13, 2015 but not shared with GoDaddy until April 27, 2015. Our office has connected with our customer via phone on April 16, 2015 to discuss any concerns they had. Our office has also confirmed with our customer their issues were resolved.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]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution ConsultantThank 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• Domain Name Registration AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn September 19, 2013, our customer purchased a domain name for 1 year.Per our customer’s account preferences, GoDaddy was instructed to automatically renew their domain and did so on September 20, 2014, in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration date on:• June 21, 2014• July 21, 2014• August 20, 2014• September 4, 2014• September 14, 2014Our customer was also sent confirmation of the transaction on September 20, 2014.The customer did not contact GoDaddy support staff regarding the renewal of their domain until January 16, 2015.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.When a domain name is renewed, GoDaddy as a registrar must provide payment to the registry for the domain and we have a limited timeframe to be able to recover the funds. In our customer’s case, they had 45 days from September 19, 2014 to cancel the domain and request a refund. As their refund request was well outside the allowed timeframe, we are unable to absorb the cost of the domain name renewal.Should our customer still wish to cancel their GoDaddy account, they will need to ensure that all products have been canceled and payment methods are removed from within their account. Once they have done so, they may contact our 24/7 support staff to request deactivation of their account.Education:The customer might find the following articles useful.Canceling Productshttp://support.godaddy.com/help/article/7468Managing Your Email Contact & Language Preferenceshttps://support.godaddy.com/help/article/6524Managing Payment Methodshttp://support.godaddy.com/help/article/4487Thank 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

[redacted] is the current claimant # that I would like to file a rebuttal. I would like a adjustment to the total fee charged. The complaint was closed and I needed to decline their solution.
I am willing to pay a late cancellation fee but not for 2 years for something I won't be using.

Thank you for the opportunity to address the additional concerns presented by our customer.As previously stated, the product in question is outside of the term of refund eligibility.  As a goodwill gesture, GoDaddy would be willing to add a Deluxe Managed WordPress plan back to our customer’s account for the remaining term of 22 months at no cost, to allow our customer to utilize the hosting with another domain if they choose.  Again, the product is non-refundable.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

I had an account with GoDaddy for a few years and I cancelled all of my products in June 2015, turning off the auto-renew option. I tested my domain and it was deactivated at that time. In Aug. of 2016, GoDaddy erroneously auto-renewed my account. I called on 10/10/16 to resolve this. They say they would not refund 11 months worth a product due to an arbitrary 30 day cancellation period. This is unreasonable and is a low-handed way to make money. A reasonable refund would be 1/2 to 3/4 of the year.

However, a much worse scenario resulted from my dispute with them and indicates seriously unethical business practices. Somehow the DATE of the auto-renew option on my account was changed to 10/10/16 at 1:10 pm (ET). I did not change this and in fact, I had not logged into my account since June of 2015 up until the time GoDaddy requested that I reset my password and log in at approximately 2 pm ET on 10/10/16. The customer service representative at GoDaddy claimed I had changed the auto-renew setting myself at 1:10 pm when I had not! I was not even logged in at that time. Someone at GoDaddy changed the date of the auto-renew option on my account to justify their charges to me. GoDaddy can change their log files however they want to justify collecting funds from their customers. This is extremely unethical if not illegal.

I do NOT have ANY active accounts with Godaddy. I have NOT had any active accounts in over 4 years. They have kept my paypal information and made an unauthorized bill for a service and product that was NOT mine. The hosting AND domain service for "[redacted]" has been handled and paid for by [redacted] since 2008! (account email is [redacted]. cr is [redacted])   Godaddy's has decision to make an UNAUTHORIZED billing to my bank account is THEFT. Pure and simple.

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

• Website Builder Service Agreement

The latest version of these agreements and other legal agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

We sincerely appreciate our customer's candid feedback and will ensure that our customer care managers are made aware of any additional training opportunities that may exist.

GoDaddy provides tools designed to help our customers prepare, optimize and submit their sites to search engines, however, a website's ranking, and whether it is ranked at all, is determined solely by search engines.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them.

Although our products are working as advertised and designed, GoDaddy will issue a full refund to the customer once they cancel their services with us as we understand from the customer's complaint that they have moved to a new hosting and SEO provider.

We hope to earn their future business and would like to offer one year of Search Engine Visibility at no cost. Our customer may use this tool even if their website is hosted elsewhere. Should they wish to accept this offer, they may indicate so in reply.

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

Kindest Regards

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.As stated previously, GoDaddy will filter or block emails that may be potentially harmful to the health and stability of our network and servers, however GoDaddy does not “read” user email messages. If the complainant is not receiving message to their inbox, they may wish to review other folders in their email account and also review their spam filter settings.GoDaddy has not “merged” the complainant’s accounts or email addresses with any other account. If the complainant is concerned for their account and email security, we recommend they follow widely accepted best practices such as resetting their password(s), updating their PIN, and not providing their account-specific information to any other parties.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