GoDaddy.com

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]

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On April 24, 2016 our customer purchased a Deluxe Managed WordPress hosting plan via a support representative over the phone. This hosting plan came with 1 free Microsoft Office 365 email plan.  During the setup of the email account on April 26, 2016, our customer contacted GoDaddy support teams to request the new email address be setup as a forward to an existing Verizon.net email address. The forward was setup however, the Verizon.net email address was mistyped in error. The issue was quickly resolved on April 27, 2016 and instructions for re-creating the forward sent to our customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer encountered technical issues related to Microsoft Outlook and their Verizon.net email address not related to GoDaddy. Our customer was referred to Microsoft and Verizon for a resolution. That resolution required payment from our customer to Microsoft.
Contrary to our customers understanding, neither of the mentioned support representatives refused assistance. Our agents attempted to assist our customer with the recovery of emails located within GoDaddy’s system but found the issues to be with Verizon and Microsoft Outlook. GoDaddy's technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced.
GoDaddy does not reimburse its customers for costs paid to third party vendors for assistance with non-GoDaddy products.
Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,
Terri H[redacted]Office of the CEO - GoDaddy

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.

Yes I accepted their terms of use, but they still were unethical by advertising that their [redacted] product they sold me was compatible on Androids, and it was not.  I accepted the fact it wasn't compatible, but they should not advertise false features or products that don't work. I am sure that isn't covered by their Terms of Use. What about the many hours I had invested in this frustrating situation because they didn't know about the product they sell? 

Regards,

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

[redacted] GoDaddy provides promotional offers to our customers in regards to the purchase of new products and the renewals of existing ones. These offers contain an expiration date and either text included within, or a link to information regarding the details and limitations of the offer in question.  GoDaddy has no record of an account matching the complainant’s information. Furthermore we have no record of a call to our Customer Care Center from the complainant’s phone number. RESOLUTION:GoDaddy will upheld its agreements with our customers in good faith and honor its terms of service.We will honor any valid promotional offers that our customers receive from GoDaddy. The offer must be entered prior to completing the transaction. Furthermore, GoDaddy has no control over any third party websites offering discount codes that may have already expired. If a valid offer is utilized, our cart will adjust the price accordingly.We also 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.Thank you again for the opportunity to address the concerns presented by our customer.Kindest 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...

November 12, 2015, our customer registered a domain name via online transaction for a one-year term. On November 20, 2015 our customer’s transaction was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s).  GoDaddy takes customer security and our commitment to preventing fraud very seriously.No action was taken by our customer until July 28, 2016 when the customer contacted GoDaddy support as their account was locked. Our customer was informed of what occurred and what their next steps were to address the issue.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on November 24, 2015. Additionally, the transaction was been refunded in full to the original payment method, and the domain name registration removed from the account. As the customer has since been able to address this the issue with GoDaddy’s Verification Office, the customer’s account has been unlocked and the domain has been returned to their account.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO – GoDaddy

Extremely unprofessional technical service and took my money without providing any needed service.

I had a simple SSL related problem and had to talk to 2 agents plus a supervisor to get the right solution. The first agent gave me the wrong suggestion and made me pay $15.00 for something I didn't needed. The second agent told me that the first agent was wrong and offered another suggestion. I Finally got to talk to the supervisor and he offered me a different and what seems to the right solution to my problem. That seemly right solution doesn't require any payment. I have not received any apology from any of them and there is no refund of the $15.00 offered to me either.

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 completing each of the transaction, our customer...

acknowledged the following agreements:

•             Universal Terms of Service Agreement

•             Auctions Membership Agreement

 

The latest versions of these agreements can be found at the following link: http://www.godaddy.com/Legal-Agreements.aspx

 

When a customer bids or places an offer on a domain name in auction and it is accepted, the bid/offer cannot be canceled or retracted. Our customer made an offer for the domain on February 24, 2014 for $100 which was accepted by the seller on the same day. Domain name typos are common and popular; our customers are responsible for performing their own due diligence. 

 

RESOLUTION:

 

We value our customer's business and have acted in good faith to uphold our agreements with them. We take the integrity of domain name auctions seriously, and want to make sure both buyers and sellers are protected.  Each bid submitted on GoDaddy Auctions is a binding contract.

 

Although all payments are final, the customer can put the domain up for auction and try to sell it or they can use the domain for a website, email or let it expire. 

 

In this situation, the seller of the domain does appear to be open to repurchasing it from the customer. To be clear, GoDaddy has no control over the decisions of others and cannot make a guarantee on the finality of this offer. If our customer would like to pursue this possibility, they may contact our office at ###-###-#### or by email at [redacted]@GoDaddy.com. 

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

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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

Scottsdale, AZ 85260

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

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

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following: Our customer acknowledged and agreed to GoDaddy's agreements upon...

conducting business with GoDaddy. The latest version of these agreements can be found at: [redacted] On January 2, 2014 our customer purchased a Virtual Private Server (VPS) for a month to month term. This VPS has billed monthly ever since per our customer’s account preferences. While unforeseen technical issues may arise from time to time it is a customer responsibility to manage their Virtual Private Server. In this case, our customer reported an issue on April 13, 2016 pertaining to not being able to login to their VPS. On April 14, 2016 our server support team sent an email to the customer notifying them that the issue had been resolved. On June 16, 2016 our customer contacted GoDaddy’s customer care team regarding the same issue. The customer stated that they were still unable to login to the VPS. We were able to duplicate the issue but more information was needed from the customer. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was informed via phone and email in April that more information regarding changes that were made from their end needed to be provided. Customer did not respond to the email from our server team and did not follow up with GoDaddy again for 2 months. The Virtual Private Server monthly renewal is currently non-refundable. To resolve the issue, we suggest that the customer reach out to our server support team with the initial requested information. They can be reached at [redacted] or via chat [redacted] Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, KayJay R[redacted] Office of the CEO - GoDaddy

After reading through previous complaints, I understand why Godaddy is resorting to scams and questionable practices in order to generate new business. I've been going back and forth with their agents for 2 months about a domain issue and their only solution was that it must be my host site that was the problem. I left one host site assuming they were right and low and behold, same issue. Based on a very heated discussion with the last agent I spoke to I realize that there is a scam happening and it goes like this: if you purchase a domain name with them but get a host elsewhere, they are not obligated to help with your technical problems so I wouldn't be surprised if they deliberately point your domain name to the wrong site so that you eventually get frustrated and have them host because ultimately, they control your name. I think most customers are going to come to the conclusion I've come to which is that they can keep the name. It's not worth the trouble of dealing 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:· Universal Terms of Service· Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On September 20, 2014 the complainant purchased a Website Builder plan for a 5 year term with the assistance of a Customer Care representative. On April 30, 2015 the complainant again worked with our Customer Care team to cancel the Website Builder product.At this time, the complainant was advised properly of our Refund Policy for cancelled products. If a customer cancels a product or service outside of our refund policy we do provide an In-Store Credit where applicable. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a goodwill gesture we have refunded the unused months from the cancelled Website Builder product back to the original payment method.  Please know, it can take 5-7 business days for the refund to be reflected by the banking institution.EDUCATION:The complainant may find this support article regarding our Refund Policy helpful: [redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant. Best regards,[redacted]

Dear Dispute Resolution Consultant    

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

 

We stand by our previous response regarding the complainant’s GoDaddy account and the suspension of their domain names for running Rouge Pharmacies. .

We take offenses such as Rogue Pharmacies selling unapproved drugs online and/or not requiring a prescription very seriously. As such when these domains were brought to our attention an investigation was performed and they were suspended for abuse and violation of our terms of service. With regards to our investigation we refer you to the [redacted] websites.

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

Kindest 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.

From our understanding, in 2009 the complainant allowed...

another party to use their credit card for a purchase from GoDaddy. The account holder instructed GoDaddy (by their account preferences) to automatically charge the card on file for the renewal of the service and we did so in a good faith effort to uphold our agreements with them. Account management is the responsibility of the account holder.

RESOLUTION:

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

We have contacted the complainant directly and resolved their concerns. The complainant's funds should be directly returned to them via their financial institution.

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

Kindest Regards,

Office of the CEO - GoDaddy

[redacted] 

[redacted] Phone

[redacted] 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: [redacted]On September 30, 2012, our customer purchased a domain for 2 years. This purchase was made online without the assistance of GoDaddy support staff. Following this purchase, our customer created an email address, utilizing their new domain name.On February 21, 2013, our customer purchased a domain backorder for the same domain. This purchase was made in a separate account from the one in which the domain had been previously purchased. This transaction was also completed online, without the assistance of GoDaddy support staff. Our customer was sent confirmation of this transaction to the email address they provided when setting up their account.It appears there may have been some confusion when they made this purchase, as they were already the owner of the domain. Domain Backorders is a service that helps you attempt to acquire a domain name when it becomes available for registration.On September 30, 2014, our customer’s domain expired. Prior to expiration, GoDaddy sent multiple renewal reminders to the email address provided by our customer when they setup their account. Account management, including product renewals, is a customer responsibility.In most cases, domain owners can still renew their domain following expiration, however, the timeframe to do so is limited. On November 11, 2014 the domain was canceled as it was not renewed. The email address associated with the domain was also canceled on this date.Subsequently, the backorder purchased by our customer in their other account was successful in capturing the domain name. Our customer was sent email notification and the domain was added to that account on November 11, 2014. Furthermore, as part of the Domain Backorders service, email notifications are sent when there is a change to the backordered domain’s status. Such a notification was sent to our customer on October 25, 2014.To date, our customer has been unable to provide the required security information for the account where the domain was originally registered. Without this information, we are unable to transfer the email data referenced in their complaint to their other account.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.We encourage our customer to continue working with our support staff on this time sensitive issue. The data they wish to have moved is only available for 14 days from the date the domain was canceled.Education:The customer might find the following article useful.What happens after domain names expire?[redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest Regards[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response. Our customer has been provided a full refund for the domain transfer transaction. As such there are no additional refunds available to our customer. We appreciate our customer’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. There may be times where our customer care center may experience higher than normal call or chat volume, which may lead to longer wait times for support than normal. 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 additional 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 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:

· Domain Name Registration Agreement

· Website Builder Service Agreement

The latest version of these agreements can be found at: [redacted]

We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.

In May 2014 the complainant made several calls to our support teams to discuss the options available to them, in terms of features and pricing, regarding the difference in renewing their current products or purchasing new services.  During these interactions the complainant was provided accurate information as to what each plan offered, the pricing and recommendations for new services.

Our customer care team did provide information regarding our Professional Web Design service which provides a much more robust offering then our Website Builder plans. Our Website Builder plans empower our customers, allowing them to build their sites on their own. 

On May 30, 2014 the complainant decided to purchase the Website Builder Personal plan online.

RESOLUTION:

 

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

The complainant purchased a new Personal Website Builder plan. This plan has limited features compared to our Business and Business Plus plans.  As a good faith offering, we would be glad to provide an upgrade to our Website Builder Business plan free of charge for the remaining months of the complainant’s current Website Builder plan.  If the complainant would like us to make the upgrade, they can email us with the request at [redacted] or call us at ###-###-####. Our office does not provide technical support.

Education:

1) The complainant may find this GoDaddy Training Hub page on Website Builder useful: [redacted]

2) The complainant can visit [redacted].com and search to confirm that their site is indexed/listed. We can confirm it has been indexed/listed but cannot guarantee ranking. To do this the complainant? should perform a

[redacted] search as follows by typing "site:domainname.com" replacing domainname.com with their own domain used with Website Builder, not including the quotation marks ". 

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

Best Regards,

Office of the CEO - GoDaddy

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

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

This email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

Thank you for the opportunity to address our customer’s additional concerns. We stand by our previous response. Our customer was offered a refund for the auto-renewal of the Express Email Marketing transaction that occurred on June 23, 2016. However, the customer ended their interaction with support and disputed the transaction with their financial institution.Contrary to our customer’s understanding, their Managed [redacted] failed to renew upon expiration due to the payment method being declined. GoDaddy provided a total of 20 days of service without payment before cancellation of the plan. An email receipt was sent after the auto-renewal of the Express Email Marketing plan, and email notices were sent regarding the failed billing for the Managed [redacted] Plan. No action to address the failed billing of the Managed [redacted] was taken until July 22, 2016 when our customer called in to inquire why their sites were down. At that time, they were correctly informed their Managed [redacted] plan had failed billing. Thank you again for the opportunity to address the additional concerns presented by our customer.Ken C[redacted]Office of the CEO – GoDaddy

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed this matter and would like to present the following.[redacted], with whom the customer originally registered their domain...

name, is now GoDaddy.Our customer acknowledged and agreed to the following agreements upon conducting business with [redacted]:• Universal Terms of Service Agreement• Domain Name Registration AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx.On June 18, 2014, our customer purchased their domain name for a one-year term.  On June 18, 2015, the registration term expired.  Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain name 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:    May 19, 2015    June 13, 2015These notices informed the customer their expiring domain name would be renewed in accordance with their account settings unless additional action was taken.  Account management is a customer responsibility.Our customer contacted our support staff on August 9, 2015 (53 days after the expiration date), requesting the cancellation and refund for the renewal.  Per our Refund Policy, certain domain names that automatically renew for a one-year term are only eligible for a refund if they are canceled within 45 days of their expiration date.  Our customer’s request for a refund was, therefore, correctly declined.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a one-time courtesy and gesture of good will, GoDaddy has removed the domain name from our customer’s account and has issued them a full refund.EDUCATION:Our customer may find the following GoDaddy Help articles useful:Refund Policyhttps://support.godaddy.com/help/article/8849/refund-policyManaging Renewals for Products and Serviceshttps://www.godaddy.com/help/managing-renewals-for-products-and-services...⇄ 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 the opportunity to address and bring clarity to the complainant’s additional concerns. We have reviewed this matter and would like to present the following. We apologize for any misunderstanding that may have occurred.Prior to the complainant’s registration of the domain in question, it was registered to another party and was allowed to expire. After expiration and the following the normal course of the domain life cycle, the domain returned to the public pool for registration, and the complainant then registered the domain as a new registration.Additionally, prior to the complainant’s registration of the domain, another party chose to host the domain on GoDaddy’s shared hosting servers.  While hosting and domains are separate services, expiration of a domain from a registrar such as GoDaddy does not automatically remove the domain from a shared hosting server’s configuration as the customer (or prior registrant) may have been using the domain as an alternative method if direct site navigation for their end users. It is impossible for GoDaddy, or any other service provider, to proactively anticipate every possible scenario with domains and hosting services. When a conflict does arise, a cease and desist process is in place to resolve these situations quickly.GoDaddy does not (and did not) make negatively impacting changes to a customer’s hosting accounts regardless of whether a complaint is made. We appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers. GoDaddy strives to offer the best service levels in the industry.If the complainant chooses to cancel the hosting account in question, we will provide a full refund of the hosting purchase less the retail cost of the domain included with the purchase, a refund totaling $46.88, refunded to the complainant’s original payment method.  The domain in question is past refund eligibility.  Future refunds would be provided within the scope of GoDaddy’s refund policy.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

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. GoDaddy has honored its agreements, working with the account holder and complainant to the best of our ability in an attempt to construct the website that they have specified. At times, the complainant and account holder have provided our design team with conflicting input, feedback, and decision making regarding this website. In an attempt to resolve differences between the information provided by the account holder and complainant GoDaddy has provided goodwill gestures of 5 additional hours of site revision at no cost and four additional four-months of service at no cost.  GoDaddy will not continue to absorb the costs associated with the complainant and account holders’ website development. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention.  We have reviewed the complainant's comments and would like to present the following.Based on the information provided, we have been unable to successfully identify this party as a Go Daddy...

customer. Our office has attempted to connect with the complainant using the information provided (both phone and email) unsuccessfully.  Additionally, no previous correspondence from the email address indicated can be located in our systems. We welcome the opportunity to speak with the complainant to resolve any outstanding matters and may be reached at[redacted].com.Best Regards,[redacted]Office of the CEO