GoDaddy.com

Dear Dispute Resolution Consultant,  Thank you for bringing this matter to our attention. We have reviewed the complainant's correspondence and the GoDaddy accounts in question to which we would like to present the following. The complainant initially created a GoDaddy...

account on June 12, 2012. At the time they created this account they acknowledged the following agreements.•         GoDaddy Universal Terms of Service Agreement •         GoDaddy Domain Name Registration Agreement •         GoDaddy Website Builder Service AgreementThese agreements can be found in this link: http://www.[redacted]On February 8, 2013 GoDaddy made the decision to end our business relationship with the complainant due to their history of abusive and threatening communications to our employees. At that time they were advised that if they opened new accounts with GoDaddy in the future the accounts would be locked upon discovery. Additionally, GoDaddy worked with complainant to facilitate the transfer of their products to another provider in 2013.RESOLUTION:  GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. On April 27, 2014 it came to the attention of this office that the complainant had created a new GoDaddy account, purchased products and services and was again exhibiting the same abusive and threatening communications to our employees. As the complainant had previously been advised we administratively locked this account from online access at the time of discovery. GoDaddy has an obligation to protect our employees from abusive interactions and will not unlock this account. The complainant maintains FTP access to their Hosting and IMAP access to their email. At their request we will unlock their domains and provide authorization codes for them to transfer again to another provider. These restrictions are a result of the complainants attempt to circumvent our previous decision to end our business relationship with them. We will calculate and process refunds after the complaint moves their services to another provider. We will also notify law enforcement as necessary.  Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be partially satisfactory to me. We certainly appreciate Go Daddy offering us an additional year of hosting at no cost; however, as we continue experiencing issues with the performance of our Website, we have had to call their customer service several times and it's quite discouraging that every time we call, the agent who assists us provides an explanation and/or offer a solution that is completely different than what the previous agent told us. This of course, becomes confusing and makes us think that not all the Go Daddy customer service agents are trained at the same level.In any case, we will review the information in the link they provided so that we can continue learning about the better ways to backing-up our Websites content.The last time we had to call, February 10, the agent from Go Daddy recommended not just to migrate our site once again, but also to upgrade our hosting account to the Ultimate Plan just because "he thinks that the plan we currently have is not as efficient as the new plan". That seemed to me like his intention was not other but selling us a more expensive product.If upgrading to the Ultimate Plan is the best solution for my company's needs, it would be great if Go Daddy can provide with a technical / logical explanation that allows us to fully understand the true benefits of the upgrade.I will wait until Go Daddy provides us with an explanation regarding why the new hosting plan can be more efficient and whether it is really necessary for us to upgrade in order to avoid the issues we have been experiencing during the last two weeks to consider this complaint resolved.Thanks and best 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• Domains By Proxy Domain Name Proxy Agreement• GoDaddy Workspace Service Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 25, 2012 the complainant purchased an SSL Certificate for a one year term during an online transaction. The SSL Certificate was subsequently renewed each year by the complainant via an online transaction. On June 23, 2015 after the most recent renewal of the SSL Certificate in question, the complainant contacted our Customer Care Center regarding links to their [redacted] provider’s website not showing as secured.  At that time the complainant was advised regarding how to specify a secure a link to the provider’s website. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The SSL Certificate in question functioned as specified.  The complaint has now made the recommended changes to the links associated with their [redacted] site and they show as secure. As this was not a GoDaddy issue we will not be providing the complainant with their requested adjustment. EDUCATION:The complainant might find the following GoDaddy support articles useful.Adding an SSL Certificate in Website Builderhttps://support.godaddy.com/help/article/7721/adding-an-ssl-certificate-i...⇄ vs. HTTPShttps://support.godaddy.com/help/article/5454/http-vs-https?locale=enThank 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

GoDaddy ignored the fact that it used an offer of "free" hosting as an inducement to register a domain name for two years and then to extend it to 2018. But for that inducement, neither the original registration would have been agreed to nor would the extension (solicited by GoDaddy) been agreed to. Pursuant to the inducements, GoDaddy was paid in advance for service until July 2018. Notwithstanding the company's regrets or choices, those are its concerns, not mine. GoDaddy has not acted in good faith, has indicated that it will not provide the service paid for in advance due to its inducements and has reiterated its intent to default on the terms of the contract. I have found no clause or section in the GoDaddy Terms of Service that permits it to terminate a contracted service before the full term of that service has been fulfilled and, in its response, GoDaddy has not referenced any such clause or section. The company intends to commit fraud on 30 April 2016.
Its willful intention of default is nothing at all like a company ending support of a product. In that instance, the customer still retains whatever was purchased. In the instant case, the seller, GoDaddy, intends to make the service unavailable before the term contracted for and paid for in advance has expired. That is a default that will result in damages to the purchaser. By GoDaddy's own statements, once GoDaddy defaults, I will have to hire someone to move the web site somewhere and pay additional fees to host the web site at least through the original contract term.
GoDaddy has already stated that it has the ability to move the web site and continue to provide hosting service through the original term. The only issue is that GoDaddy insists on being paid additional sums to simply fulfill the contract already paid for. There is nothing that is beyond GoDaddy's control or ability by its own statements. I insist that GoDaddy fulfill the terms of the original contract at its own cost and expense.

I reject GoDaddy's response. I was contacted just now that they did return my $80 fee - which was a good step but not enough. They need to change their practices not blame their loyal customers who have paid for years on time. Customers with a positive history should certainly be treated better. See attached screenshots/jpgs for the following section: 1) Renewal Notices: The notices are not clear. They do not indicate which websites the products are associated with. They contain conflicting information & buttons that do not function properly. They say to renew but also say renewal is not possible. The Go To My Renewals button goes to a screen that does not show that specific product that is being cancelled. 2) Renewal Page: The actual renewal page does not show cancelled items. There is no place to see a list of cancelled items or even account history to help problem solve. 3) Renewal receipts: Notice that I did in fact renew multiple domains & products in the weeks prior to the cancellation. This should have at least triggered a different response from GoDaddy rather than deletion. I have had to update my credit information many times in the past & never had sites deleted. See attached Word Document for actions needed – including: 1)    GoDaddy should send physical mail when deletion is possible. 2)    GoDaddy should have account freezes first before deletion. 3)    Notice should be 30 days past due for accnt freeze. 60 days min written by mail (USP) notice before deletion. 4)    Fees for restoration should be disclosed in Renewal Notices. 5)    GoDaddy should not oversell to their customers unneeded products. 6)    Holiday periods should be dealt with differently. 7)    Great personal distress.
See the attached word document for more detail.

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

* Hosting Agreement

 

The latest version of our Universal Terms of Service Agreement and other legal agreements may be found at[redacted]

 

Our customer violated agreed terms, specifically utilizing their hosting account as a file repository. GoDaddy attempted to proactively notify the customer in an effort to resolve this matter before removing any content. Given that no action was taken, files were removed per the initial warning and in compliance with GoDaddy's terms of service.

 

RESOLUTION:

 

Go Daddy acted in good faith to uphold agreements with our customer and ensure the proper use of our hosting environment. Our customer had been provided with a backup of the content in question which has since been restored.

 

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

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:[redacted]On August 23, 2015 our customer purchased a Basic Managed WordPress...

plan for a one year during an online transaction. On August 22, 2016, per our customer's account preferences, GoDaddy attempted to automatically renew the service upon expiration and attempted do so in good faith to honor its agreements with our customer. GoDaddy did proactively notify our customer of their failed renewal, and provided 10 days of service to our customer at no cost following expiration.  GoDaddy provided an additional ten days of service in suspended status prior cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Our customer did not take action and their service was canceled on September 12, 2016 due to non-payment. Account management is a customer responsibility.On September 19, 2016 our customer called into our customer care center and was offered the option to have our hosting teams attempt a restore of their content. RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Our customer is under no obligation to pay a restore fee to recover their website, provided they have their own independent backups of their content.  Hosting restores are not a product that GoDaddy regularly offers and may be provided in rare occasions when a customer did not maintain independent backups.  Account management, including data backups, are a customer responsibility.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,John M[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 the complainant. GoDaddy stands by its previous response.  We have attempted to work with the complainant to the best of our ability and satisfy their design needs.  The changes made directly to the site by the complainant have caused it to display incorrectly, and if the complainant wishes to have GoDaddy’s Professional Web Design team make changes to the site, allotted updated time must be utilized.  Furthermore, as the project has been completed, the complainant is not eligible for a refund, as stated in GoDaddy’s refund policy.  The complainant had numerous options to request changes to the site prior to completion.EDUCATION:The complainant may find the following article from GoDaddy’s help center informational:Refund Policy:https://www.godaddy.com/help/refund-policy-8849Thank you again for the opportunity to address and bring clarity to the additional concerns presented by the complainant.
Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

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

 Domain Name Registration AgreementThese agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn November 25, 2013, the complainant purchased the two domain names in question via online transaction, each for a one-year term.  The complainant subsequently manually renewed these domains on May 4, 2014 for an additional one-year term, extending the expiration of these domain names to November 25, 2015.On November 26 and 27, 2015, respectively, GoDaddy was instructed to automatically renew the domain names in question per the complainant’s account preferences, and did so in a good faith effort to honor its agreements with the complainant.  GoDaddy does not arbitrarily change the automatic renewal setting on our customers’ behalf; account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service.As the complainant canceled the domain names within 45 days of the renewal date, GoDaddy has provided a refund of $33.34 total to the original payment method, in accordance with our refund policy.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 the complainant.Kindest regards,Mike L[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 customer.  We have reviewed this matter and would like to present the following.The customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•  Universal Terms of Service Agreement•  Domain Registration AgreementThe latest version of these agreements may be viewed at [redacted].GoDaddy sent multiple notices pre and post expiration to the customer. Per our customer's account preferences, GoDaddy was instructed to automatically renew the domain in question and attempted to do so in a Good Faith effort to honor its agreements with the customer however, the customer's financial institution declined the payments.Account management is a customer responsibility.RESOLUTION:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.We have attempted multiple times to contact the customer directly to resolve their concerns but have been unable to connect with them. This is a time sensitive matter. As a gesture of goodwill, we are willing to waive the $80 redemption fee if the customer contacts our office while the domain is still in an eligible status. The customer can renew the domain by calling us and we will waive the fees via phone.Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Kind regards, 

[redacted]Office of the CEO - GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[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.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for the opportunity to address 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 October 9, 2016, our customer purchased a domain from an expired...

domain auction f via an online transaction.  That same day, our customer contacted our support teams to cancel and refund the purchase.  During the typical domain expiration life-cycle, a domain that has expired and has not been renewed may be placed as part of an “Expired Domain Auction” on GoDaddy’s auction site. Domains purchased in an expired domain auction require the auction bid, plus the cost of a one year domain registration renewal, to be paid after winning the auction.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Customers are expected to pay for a domain name upon auction close, and are obligated to complete the transaction. If a customer does not, they may be charged an administrative fee, or be permanently banned from utilizing GoDaddy Auctions in any manner.Our Auctions team has canceled the domain transaction in question, and have refunded our customer as a one-time courtesy.  In the future, we encourage our customer to carefully review their shopping cart prior to completing a transaction to avoid a potential ban from GoDaddy Auctions.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Thank you for the opportunity to address the additional concerns presented by our customer. GoDaddy stands by its previous response.  The verification information was not received in a timely manner.  As such the account was administratively locked, and the transaction refunded.  GoDaddy takes customer security and our commitment to preventing fraud very seriously.  If our customer has further concerns regarding this account, transaction, or wish to try to recover the domain in question, they will need to continue to correspond with our Verification Office via email at [email protected] 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.com, LLC has continued to refuse to provide a refund of monies that they illegal charged to my credit card. I have attached the cancellation letter dated June 18th, 2014 for your review. In order to resolve this complaint GoDaddy.com, LLC most refund the $69.00 that they charged to my credit card after I advised them that they no longer had my authorization to use the credit card for renewal or future charges. Please advise GoDaddy.com, LLC that they will not be able to charge this card again as I have placed a freeze/fraud alert on all incoming charges from their company.Again, the only acceptable out come to this issue is the refund of the $69.00.

Regards,[redacted]

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. The complainant’s refunds have been processed, and accepted by their payment institution. GoDaddy will not involve itself in any dispute between the complainant and that institution.They will need to work with them in order to get their funds returned to them.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed the customer’s correspondence and GoDaddy account in question to which we would like to present the following.Our customer acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Registration Agreement The latest version of these agreements may be found at: [redacted]Per our customer's account preferences, Go Daddy was instructed to automatically renew our customer's products and did so in a Good Faith effort to honor its agreements with them. GoDaddy provided the customer with full control over the automatic renewal feature at the time of purchase. The customer also had the ability to log into their account and modify this preference. Additionally, GoDaddy also sent the customer email notifications, and attempted to call the customer to inform them of the pending renewal.RESOLUTION: GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.  Our customer has since followed up with our support teams and has received a full refund for the renewal.  At this time, we consider this matter resolved. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,  [redacted]Office of the CEO - GoDaddy[redacted] Phone[redacted] Fax

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed our customer's rebuttal and would like to present the following.

We stand by our previous response regarding our customers Shared Hosting Account being in violation of our Hosting Service Agreement. Contrary to our customer’s interpretation that agreement specifically states “Our servers are not an archive”.

As of April 9, 2014 after they did not respond to multiple requests that they bring their account into compliance, we were forced to remove the content in question. The account is now eligible for reactivation and should our customer wish to do so they may email [redacted]@godaddy.com.

Our previous offer stands and should our customer desire to cancel their Shared Hosting Account we will be happy to provide a refund for the time remaining on their account. If they desire to take advantage of this offer they can contact this office directly.

Additionally our customer may also consider using GoDaddy's Online Storage product if they need a service to store files. We will be glad to provide them with one year of this service at their request.

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

Kindest regards,

Office of the CEO

[redacted]@GoDaddy.com

GoDaddy.com

###-###-#### 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 have reviewed this matter further and would like to present the following.GoDaddy’s Invalid WHOIS team reached out to the owner of the domain in question to resolve the issue. At this time, GoDaddy’s Invalid WHOIS team took action to remove the invalid information off the WHOIS for the domain name in question.The complainant can review the WHOIS information for the domain in question by looking up the domain on who.godaddy.com. GoDaddy cannot verify or control the validity of information presented on third party WHOIS sites like the one the complainant’s response. Many third party sites like the one provided can, and do, cache information presented on the WHOIS Database. 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.com14455 N. Hayden Rd. Suite 226Scottsdale, AZ 85260(480) 505-8828 Phone(480) 275-3975 Fax