GoDaddy.com

[redacted] Thank you for the opportunity to address the concerns presented by our customer, who acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On...

December 20, 2015, GoDaddy was instructed to automatically renew two domains upon expiration per our customer’s account preferences and attempted to do so to honor its agreements with the customer. The customer's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the customer.On January 8, 2016, our customer contacted GoDaddy support to reactivate the expired domains. When informed of the renewal fees, including the $80.00 registry redemption fee per domain, our customer chose not to renew at that time, and indicated they may allow the domains to be released for general availability to avoid redemption fees.On February 26, 2016 our customer contacted GoDaddy support via chat to renew the expired domains. A misunderstanding regarding the domains to be renewed occurred and the two domains specified in our customer’s complaint were inadvertently renewed.    RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our office has made multiple unsuccessful attempts to connect with our customer via phone.As the two expired domains were not renewed, they were released to the registry.  As a gesture of goodwill, GoDaddy registered one of the available domains for a one-year term at no cost on our customer’s behalf. The domain is currently active within their account. We have also provided our customer with a domain backorder in an attempt to capture the second expired domain, and have provided a full refund for the inadvertent domain renewal transaction. Thank you again for the opportunity to address the concerns presented.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

[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 11182112, 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,

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,

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.The self serving cookie cutter response sent by GoDaddy does not address the core issue. GoDaddy has without consent used my credit card information on file to initiate an unauthorized transaction. This predatory business practice appears at best to be unethical and the lack of engagement by GoDaddy to actively resolve the issue serves to evidence their seemingly lack of interest in consumer rights.Best Regards,[redacted]

the response by GoDaddy is misleading and would require suspension of common sense to be believed. I have the following:
I initially contacted GoDaddy on 12/31/15 with follow up emails on 1/3/16 (total of 3 which I can forward).
GoDaddy responded with Incident ID [redacted] regarding order 915287495.  GoDaddy can't find the needed information from their own order #?
GoDaddy sent an email requesting a contact number. I sent my cell, 864-237-5885, but never received a call.  I have initiated all communications whether email or phone. I made my last call this past Monday evening at about 9 pm Eastern and spoke to a Dan W who would not provide a last name or ID #. 
Dan W would not provide the account information even with the credit card information provided. How can you bill a credit card and then not be willing to provide the account information? I will be happy to provide the credit card information via phone.
Again, I would not have agreed for repeat billing of a business expense to a personal card. What is worse however is GoDaddy's failure to refund this charge even though I contacted them repeatedly and provided all requested information.

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 Direct Affiliate Program AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn December 4, 2014 the complainant had sent an inquiry to our support teams regarding outstanding commissions earned from participating in the GoDaddy Direct Affiliate Program.  The complainant was instructed to contact the proper team within our organization to properly assist, which is [redacted]@godaddy.com.On December 17, 2014 and December 18, 2014 the complainant contacted our Direct Affiliate team with their inquiry regarding commissions earned.  In order to facilitate the final payment of commissions earned in the GoDaddy Direct Affiliate Program, the complainant was instructed to update their payee account on record with us and was provided instructions to do so.  Once that process had been completed, the applicable payment may then be issued.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Our Direct Affiliate team has been in contact with the complainant.  Once the complainant updates their payee information using the instructions that had been provided to them, our Direct Affiliate team may expedite the payment of applicable commissions.   Any additional questions or concerns regarding this matter may by submitted by the complainant directly to [redacted]@godaddy.com. Education:What is the GoDaddy Direct Affiliate Program? –https://support.godaddy.com/help/article/4627Earning Commission as a GoDaddy Direct Affiliate –https://support.godaddy.com/help/article/6045Setting up Your Affiliate Account’s Payee Method –https://support.godaddy.com/help/article/6055Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.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 customer.

As previously indicated, we acted in good faith to renew the domains specifically requested by our customer. Should our customer wish to renew any further domains they can do so by contacting our 24/7 customer care team at ###-###-####.

Thank you again for the opportunity to address the concerns presented by our valuable customer.

Best Regards,

Office of the CEO - GoDaddy

[redacted]@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 AgreementThe latest version of these agreements can be found at: [redacted] On January 8, 2015 the complainant contacted our Customer Care Team regarding email being bounced back labeled as Spam.  These were a direct result of the complainant’s website and its reputation with CloudMark.  Cloudmark is a service that GoDaddy and many other email providers subscribe to that provides protection against spam, viruses, phishing, and similar threats that affect email.Once the complaint cleared the questionable content from their website GoDaddy was able to resolve these issues on the complainant’s behalf with Cloudmark.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy is not responsible for the content found on the complainant’s website and the consequences of that content.  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 have added an additional 2 months to the complainant’s Economy cPanel hosting plan.EDUCATION:The Complaint may find the following information regarding Cloudmark to be useful.Cloudmark Sender Intelligence[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

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 don't know how my card was charged. I went online to my godaddy.com account and can't find any indication that I have any ongoing business with godaddy. I canceled recurring charges and as far as I know, I no longer have an active credit card with godaddy so I have no clue how I was actually charged by a company I tried to cut off all ties with. Please confirm that godaddy no longer has my credit card information and that I don't have anything set up for recurring charges on my account. I have gone to my godaddy account and can't find any indication that I have any recurring charges with godaddy (or any business with godaddy at all). Please confirm this is in fact the case. I do not want to receive another surprise charge.

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.

Regards,

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

• Domain Name Registration Agreement

The latest version of this agreement and other legal agreements may be found at: [redacted] On October 4, 2014, our customer contacted GoDaddy support to request an update to their email address listed on the account for communications. Our records indicate there was no prior contact with support regarding this request.

Resolution:

GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.

After our customer provided the necessary security information, GoDaddy processed their request to update their email address. Our records show a request to reset the account password was made shortly after the email address was updated. Our customer should now have access to their account.

Education:

Should our customer find themselves in this situation again, they may find the following article useful.

Submitting a Change of Account/Email Update Form [redacted] Managing Your Account Information[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

I saw the post to the Revdex.com by Godaddy saying Godaddy would honor the two years for the price of one year paid for my 31 domains, but upon checking my account this morning, that change has not been made or reflected because the domains still have an expiration date of 2015, not 2016.  If the change had been made, then I would accept that Godaddy resolved the complaint and honored what their representative told me.

 

I have included the following responses directly from the business (Godaddy) in reference to complaint ID 10041778.  Ken, a representative from Godaddy, and I have traded emails.  These emails are posted below.  I'm not interested in speaking with people from Godaddy until they add the extra year to all my domain accounts as they stated they'd do to the Revdex.com.  Only then will a satisfactory resolution occur. At this point, I have no choice but to reject the business response until the extra years are credited on my account.  Honoring their word would be a just and agreeable resolution to my complaint. 

Regards,

Here is the email thread:

Regarding your recent Revdex.com complaintInboxxThe Office of The CEO GoDaddy <[redacted]>May 9 (6 days ago)to me

Dear [redacted],

Your recent Revdex.com correspondence has come to the attention of GoDaddy’s Office of the CEO.

I attempted to connect with you at the number listed on your account, but was only able to leave a message.

I am in the office today until 2PM MST and would appreciate the opportunity to speak with you. If we are unable to connect today, I will be in the office Saturday and Sunday. Typically, I am available Tuesday through Saturday from 5AM to 2PM MST. Feel free to reply with a time and number I may reach you at and I will make every effort to connect with you at the requested time.

Best Regards,

Office of the CEO - GoDaddy

[redacted]

[redacted]

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.

[redacted] <[redacted]>May 10 (5 days ago)to Office

Hi Ken,

Thank you for your call yesterday, but I was out of the office.  I am normally available Monday through Friday 8am to 5pm EST.  

I would welcome the opportunity to speak with you if you have a resolution to my complaint.  I really am not interested in anything other than GoDaddy honoring what your advertising stated and your telephone representative confirmed, which is I would receive two years for the price I paid for one year of domain transfer.  I am sure you can understand why I am not interested in purchasing more products "at a discount" when my initial purchasing experience was unsatisfactory, and a different representative, Austin, confirmed by listening to a recording that I was told by a GoDaddy representative that I would receive two years for a one year payment prior to me purchasing.  It felt like a bait and switch transaction, and I involved the Revdex.com only after attempting to resolve it with GoDaddy directly.  I welcome your efforts to make this right.

Regards,

The Office of The CEO GoDaddyMay 10 (5 days ago)to me

[redacted],

Thank you for your reply.

As you indicated your available Monday-Friday, is there a good day and time I can reach you next week? I will be in the office on Tuesday-Thursday this next week. If those days do not work for you, please let me know and I can ask one of my colleagues to reach out to you at the requested time.

I certainly understand your concerns and would appreciate the opportunity to discuss and address them with you.

I look forward to speaking with you.The Office of The CEO GoDaddy4:05 PM (19 hours ago)to [redacted], me

[redacted],

I attempted to connect with you via phone today and was only able to leave a message. I will be in the office until 2PM PDT today and will be in the office tomorrow from 5AM to 2PM PDT and will be out off the office from Friday to Wednesday.

Feel free to reply with a time and number we may reach you out. If the times I am available do not work for you please let me know. If this is the case, I will have one of my colleagues to reach out to you at the requested time.

We look forward to speaking with you

Best Regards,

Office of the CEO - GoDaddy

[redacted]

[redacted]

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 the additional concerns presented by our customer. We stand by our previous response, our customer’s Website Builder plan functioned as specified up until they allowed it to expire. After that expiration GoDaddy provided 20 additional days of service at no cost to our customer during which their site could be restored at no cost.GoDaddy provides a paid restore option to our customers beyond that 20 day timeframe as it does incur costs associated with restoring a website.  Once again there is a limited window during which GoDaddy can restore a Website Builder account and we urge our customer to make their decision quickly.Thank you again for the opportunity to address the concerns presented by our customer.  Kind regards,John M[redacted]Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by the complainant.We stand by our previous response. GoDaddy has no record of the referenced transaction in the complainant’s name.   If the complaint provides the requested identifying information, we are happy to assist them.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,John M[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 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

• Hosting Agreement

?The latest version of this agreement and other legal agreements may be found at: [redacted]

 

On August 30, 2014, our customer purchased a Virtual Private Server. Customers who purchase this product are responsible for setting up the service to host their content. We sincerely apologize for any misunderstanding that may have occurred with the purchase.

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.

Resolution:

GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.

The customer cancelled the service and has been refunded in full. We sincerely hope to earn their future business.

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

Kindest regards,

Office of the CEO

GoDaddy.com

[redacted], AZ [redacted]

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

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

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns of the complainant. However, we are unable to locate an account with the information provided by the complainant. Without being able to identify a customer account, we are not able to fully...

understand the issues at hand or properly investigate the matter to provide clarity or possible resolution. If the complainant can provide us with account specific details we will gladly investigate their concerns further.We look forward to speaking with and addressing the concerns presented by the complainant.Kindest regards,[redacted] Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer. As a one-time exception to our Refund Policy, GoDaddy has submitted a refund in the amount of $11.98 to the original payment method for the transaction in question.  Further refunds will be provided in accordance with our Refund Policy.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

Dear Dispute Resolution Consultant,Thank you for the opportunity to address the concerns presented by our customer; who acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Website Builder Service...

Agreement These agreements are found at: https://www.godaddy.com/legal-agreements.aspxOn April 27, 2015, our customer purchased a Website Builder plan online and setup the plan with a misspelling of the domain name.On December 23 and 24, 2015 our customer contacted GoDaddy support for assistance with publishing the Website Builder. Our support staff attempted to assist but did not catch the misspelling error during these interactions.On December 30, 2015 our customer again contacted support and spoke to a supervisor who advised of the misspelling and had it corrected. Any changes made to the domain name or IP address for a website can take 24-48 hours to update. This is known as propagation. RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.Once the Website Builder was updated to reflect the correct domain name, the site was live within 4 hours, well within the 24-48 hour propagation timeframe. During propagation our customer’s website may have shown the default construction page before fully showing the live site.As a goodwill gesture for support not catching the misspelling upon first contact, we would like to offer to add one month of service to the Website Builder plan. If our customer would like us to add this time they can reply to [email protected] and we will do so.EDUCATION:Our customer may find the following article helpful:DNS Propagation: https://www.godaddy.com/help/what-factors-affect-dns-propagation-time-1746Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Best regards,Melanie V[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:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On March 13, 2015 the complainant initiated a Change of Account for the Domain Name in question to another GoDaddy Account (another customer). The Change of Account was completed the same day. GoDaddy does not charge for this service. Independent of the Change of Account the complainant cancelled the Managed WordPress plan associated with that Domain Name on March 19, 2015. Later that same day the complaint contacted GoDaddy’s Customer Care Center to request assistance in recovering the content that had been associated with the cancelled Managed WordPress plan.  At that time the complainant was charged for the purchase a new Managed WordPress plan for a one month term and the attempted restoration of their cancelled content. The Hosting Restore was completed on March 20, 2015.The hosting content was indeed deleted from the complainant’s account. When a hosting account is cancelled GoDaddy may retain the data for a limited time. The content is not stored in the complainant’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 complainant agreed) it is the complainant’s responsibility to maintain independent backup copies of data uploaded to their GoDaddy hosting account. The reason we charge a recovery attempt fee is not a punitive reason, rather, our administrators must perform data recovery work to see if the deleted content can be restored.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy was not a party to the complainant’s decision to cancel their Managed WordPress plan. Once the complaint elected to cancel their Managed WordPress plan manual intervention on GoDaddy’s part was required to recover their content as it appears they did not maintain archival copies of their site as agreed in our terms of service. As a onetime exception in appreciation for the complainant’s time as a GoDaddy customer we have refunded the cost of their Managed WordPress Hosting Restore. Please allow 5 to 7 days for this to reflect with their financial institution.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.EDUCATION:The complainant might find the following articles useful for managing their GoDaddy account in the future.Managed WordPress Manual Migration[redacted]Restoring Your Managed WordPress Site[redacted]Backing up Your Shared Hosting Account[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 again for the opportunity to address and bring clarity to the concerns presented by the complainant. We have reviewed the additional details that have been provided and would like to present the following.We have attempted to connect with the complainant via email with a request to speak with them directly as the information we would require to locate the account in question is too sensitive for email. We have not received a response at this time. Once we are able to contact them by phone, we will work with them to identify the account and address their billing inquiry referenced in their complaint. 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax