GoDaddy.com

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

following agreements upon conducting business with GoDaddy:• Universal Terms of Service• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn February 22, 2012 our customer purchased the domain in question with our Protected Registration service for a two year term and did so via an online transaction.  One of the features of our Protected Registration service is to protect against thecancellation/expiration of the domain name. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question on February 23, 2014 and did so in a Good Faith effort to honor its agreements with the customer.Account management is a customer responsibility.  GoDaddy sent renewal notices prior to the renewal on:• January 23, 2014• February 7, 2014 • February 17, 2014Domain names which have this service cannot be canceled 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 March 19, 2015, our customer filled out the form needed to remove the Protected Registration. Since then, our customer has completed the process of removing the Protected Registration service from their domain name.Our customer has also since set the domain to the manual renewal setting.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service. The Protected Registration service functioned as advertised, keeping the domain from being canceled without proof of identification.The customer has also requested to remove the Payment Method on file while their GoDaddy account contains an active Domain Name.GoDaddy’s Universal Terms of Service Agreement requires that, “Your Payment Method on file must be kept valid if you have any active Services in your account.” Should our customer cancel their Domain Name or transfer it to another Registrar we would be glad to assist them in deactivating any payment methods in their GoDaddy account. EDUCATION:The following GoDaddy Support articles may be helpful to our customer: Disabling Automatic Renewal for products:https://support.godaddy.com/help/article/725/managing-renewals-for-prod...⇄ Products:https://support.godaddy.com/help/article/7468/canceling-productsRefund Policy:  https://support.godaddy.com/help/article/8849/refund-policy Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Best 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Godaddy's statement that they informed me that they would trouble shoot the matter if I would provide them the original message is ridiculous.  They must not have read the chatsupport record in regard to this matter.  I have also recently provided to the company an email message header for a message that took 3 weeks in delivery.  This was a separate issue provided to Godaddy to assist them in ferreting out their problems in the email area.  The issue regarding my complaint of non-delivery of several messages has not been addressed, nor have they addressed the continued insistence on their part that I must resolve the issue with the receiving end of the messages.

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,

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·   Hosting Agreement·   Website Builder Service Agreement The latest version of these agreements can be found at: [redacted]On May 20, 2014, the customer purchased a 1 year hosting plan via their online GoDaddy account which included free email accounts. On November 10, 2014, the customer called our customer care center to cancel the hosting plan and purchase a WebSite Builder plan which did not come with free email. Our customer lost access to the previous email account and our customer care team provided options on how to re-activate their email accounts. On November 15, 2014, the customer called our customer care center to move back to our Hosting services and re-setup their email accounts. Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service.At this time, the hosting and email are functional and working properly. However if the customer no longer wishes to use the hosting account in question, they may cancel it and our office will refund the unused months from their hosting account to their payment method. Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer.Regards,[redacted]Office of the CEO – GoDaddy

Like many people (I'm sure), I had some surprise charges from GoDaddy.com a year after I purchased some of their services at incredibly low rates. The services auto-renewed and billed my account over $180.00. I called their customer service department and the representative was very understanding and credited the charges without any resistance. He also pointed out where to adjust my payment settings in my GoDaddy account for future reference in case I get another URL and do not want the services to auto-renew.

Although the billing experience was troublesome, the company made it right quickly and kindly.

GoDaddy.com has reams of privacy language and uses it to support its own practices of making it very difficult to cancel services and impossible to permanently delete an account. For 3 years, GoDaddy continued to charge my credit card by saying I had accepted the automatic renewal default even though I tried to cancel every single year. The hoops I had to jump through and the extra non-intuitive steps (such as go to payments to cancel a product) made it difficult to confirm that everything was cancelled. When I asked them to please permanently remove my name and account, they refused, saying when I signed the privacy agreement, I agreed to let them keep my information indefinitely. In years 2 and 3, my website address was inactive and when I finally was able to cancel automatic renewal in year 3 (by instigating a credit card complaint), they insisted that they only owed me for year 3 (which was recently renewed) and that year 2 I had had the web service (not true). They fought back with the company on this, sending in 3-5 pages of privacy language with circles and lines pointing out where I had failed to check boxes and that's why my cancellation didn't go through (in some of this paperwork, they indicated they did not know the account holder name!), but they did not address the fact that the web site was also not active. I finally changed all my account information to a fictitious account (I could not locate where they had stored my credit card info) so that my account will no longer match my card. It was a disaster.

I have been using Go Daddy for 3 1/2 years now and they are very good. The customer service is available 24/7, and I know because I have called them all hours of the day and several times in the wee hours of the morning. I really appreciate their availability, the quality of their products, the knowledge of their staff, and the staff's willingness to impart their knowledge to me. It's been a blessing to me since I am my business's IT department, Marketing department, Customer service department, etc. Thank you Go Daddy. :-)

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. Contrary to the complainant’s understanding, while they may have added a new payment method to the account, this payment method was neither assigned by the complainant to the domain names in question nor assigned as an Alternate Payment Method. GoDaddy does not arbitrarily charge payment methods in a customer account. Account management is a customer responsibility. Additionally, GoDaddy customers can request to be added to GoDaddy’s Do Not Call List, either through updating their contact preferences in their customer account, or by contacting GoDaddy’s Customer Care Team to request their number be added to this list.  GoDaddy customers are not added to this list by default.We understand this is a frustrating situation for the complainant, however it is unfair to ask GoDaddy to absorb the costs to re-acquire the domain in question due to a lack of action by the complainant.EDUCATION:The complainant may find the following help articles useful for managing their customer account:Managing Your Account Information:https://www.godaddy.com/help/managing-your-account-information-729De...⇄ an Alternate Payment Method:https://www.godaddy.com/help/designating-an-alternate-payment-method-724T...⇄ 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]Scottsdale, AZ 85260

Dear Dispute

Resolution Consultant,
Thank you for the opportunity to address and bring clarity to the

additional concerns presented by our customer.  We have reviewed this matter and would like to present the following.
As our Verification Office did not receive the requested

information, the fees were refunded back to the original payment methods used

per our agreements with the payment providers. The financial institution has

not rejected the funds. The complainant will need to contact them to inquire

how they handle funds returned to an account that may have been terminated or

when a pre-paid card has been discarded. Only in the event the refund request

is denied by the financial institution may GoDaddy issue the refund in the form

of a check.
Our Verification team processed a refund for the charges in

question on October 17, 2015 in the amount of $39.51. This refund was credited

to the payment method used.
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] 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 Registration AgreementThe latest version of these agreements may be viewed at [redacted].GoDaddy must rely upon its customers for information we would otherwise be unaware of, such as the use of a new email address to which our notices are sent.  Account management is also a customer responsibility, the agreed term to domain registration was provided to the customer. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have attempted multiple times to connect with the complainant directly to resolve their concerns but have been unable to reach them. This is a time sensitive matter. As a gesture of goodwill, we are willing to waive the $80 redemption fee if the complainant contacts our office while the domain is still in an eligible status. Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind regards, [redacted]Office of the CEO - GoDaddy[redacted]###-###-#### Phone ###-###-#### Fax

Thank you for the opportunity to address the additional concerns presented by our customer.Since the April 7, 2016 transactions processed online by our customer, no additional orders have been placed within the account related to this complaint. Any GoDaddy charges after this date would be associated with an account unrelated to this complaint, and our customer can contact our Billing team for assistance with questions they may have regarding that account.Regarding our customer’s request to put the site back up, the domain is currently in a status that allows them to recover it from within their account, however, the option to do so is time sensitive. As for the website content, the Website Builder has already been canceled and refunded per our original response. Our customer will need to repurchase Website Builder if their desire is to have the website active again. Should our customer choose to do so, GoDaddy support can attempt to restore the website from the canceled Website Builder plan. This option is also time sensitive, as the content would be retrieved from our disaster recovery backups, which are kept for a limited time. Typically, there is a charge for data recovery, however, GoDaddy will waive the fees in this case as a onetime exception.  Our customer will need to contact support after purchasing a new Website Builder plan to request a restore of the content.Our customer may find the following article useful in recovering their domain.Recovering Expired Domain Names – Domains[redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Stephen J[redacted]Office of the CEO - GoDaddy

This business has done nothing in an attempt to satisfy my complaints, they are merely stating policy which I feel is absurd, "which at that time was out of our refund policy"  I attempted in "good faith" to address this with them before I ever initiated the chargeback they mentioned.  The left me no choice but to initiate a chargeback, and I told them that it was my next step.  I was flatly refused any recompense by two different people at their company, one of which was supposedly a supervisor.  The main crux of my concern is that they were contacted ONE DAY "outside their auto-renewal policy."  They have stolen my money and I will never use or recommend their services again.  It angers me that they attempt to obfuscate things by claiming convenience, when auto-renewal is merely a ploy to aid in retention of accounts.  Auto-renewals are illegal in my state.

I NEVER RECEIVED ANY SUCH REPLY AND TODAY (5/16/2016) WAS THE FIRST TIME I EVER SAW IT. Go Daddy claims that they have no responsibility in this matter yet each day that I had the issue I was forced to acknowledge a pop-up screen that required me to choose as to whether or not I wanted forwarding of my emails.  In other words whatever Go Daddy attempted to use with Microsoft Outlook did not work and forced me to seek help elsewhere.  The fact is Go Daddy does not have competent personnel to assist in this matter and I’m fairly certain that other people have had the same issue. I find it disgraceful that the Revdex.com would allow a vendor to do this to anyone with some form of compensation.  Despite the fact that I spent a full day of my time to resolve the matter all I asked for was what I had to pay in cash to resolve the issue, not my time.  Yet the Revdex.com sees fit to side with a vendor.  So Much for justice.  By the way I still do not have email forwarding from my website to my personal email.  Go Daddy has NEVER resolved the root cause of the problem. Kind Regards, [redacted]  [redacted]

Dear Dispute Resolution ConsultantThank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following. We stand by our previous response that GoDaddy can no longer incur the costs associated with the complainant’s failure to manage their account. Account management is a customer responsibility.The complainant has received multiple exceptions to our Refund Policy and no further exceptions will be provided. Again, GoDaddy cannot continually incur costs on the complainants’ behalf.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 ConsultantThank you for bringing the customer's additional comments to our attention.As stated in our original response on November 7, 2014, GoDaddy is not the recipient of these funds. While we are sorry to hear that our customer is experiencing difficulty in having their concerns addressed, GoDaddy is not the billing party. As such, we are not in a position to resolve this issue for them.GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We encourage them to reach out to the Merchant Provider again for further assistance in this matter.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[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.  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 complainant's concerns. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant. On August 20, 2016 the account holder, our customer, initiated a Change of Account for the...

domain name in question.  That change was cancelled and later re-initiated on August 21, 2016. The domain name was properly moved out of the initial account and into an account designated by the account holder. Several requests to move the domain name to various accounts were made and rescinded to our Undo team. This email activity indicated a possible third party domain name dispute; a situation GoDaddy cannot become involved in. Both parties GoDaddy received emails from were provided correct information with regard to the overall matter and how to move forward.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.The complainant is the Registrant of the domain name in question.  Similar to a car's title, the person or entity/business listed as the registrant of the domain has certain rights to the domain, provided they can prove their identity with government issued documentation.  The complainant would be able to submit a request to changeupdate.com to have the domain name moved to an account of their choosing.Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Terri H[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

•     Website Builder Service Agreement

•     Quick Shopping Cart Agreement

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

On March 26, 2014 our customer contacted GoDaddy support to cancel their Website Builder and Quick Shopping Cart. Our customer was properly advised that they would receive an In-Store Credit for the balance of time remaining for both products.  This action aligned with our refund policy, which allows for refunds on annual products canceled within 45 days from the date of purchase. After 45 days, customers receive an In-Store Credit for any remaining time on an eligible product that was canceled.

Our customer care managers will also be apprised in an effort to address any service level opportunities that may exist with our support staff.

 

Resolution:

GoDaddy sincerely values our customer's business. As a onetime exception, GoDaddy has issued a refund to our customer's original payment method. Our customer should allow 5-7 business days for the refund to be posted by their financial institution.

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

 

Kindest Regards,

Office of the CEO - GoDaddy

Scottsdale, AZ 85260

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

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

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• Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxIn regards to the complainant’s concerns unwanted email messages, they registered a domain name on August 16, 2015 during an online transaction. Prior to completing the purchase, the complainant was provided the option to add private registration services to the domain name. Go Daddy offers private registration services as an add-on service for select domain names via an affiliate company, Domains by Proxy. This service masks the registration information required by ICANN and replaces it with Domains by Proxy’s information.The Internet Corporation of Assigned Names and Numbers (ICANN) requires accredited registrars like GoDaddy to publish the registrant's contact information, domain creation and expiration dates, and other information in the WHOIS listing. It appears the complainant’s information may have been gathered from the WHOIS listing for their domain name.In regards to the complainants hosting concerns, on June 26, 2009 they purchased a domain name registration for a one-year term during an online transaction. The complainant was provided a free shared hosting plan to use with their domain name registration.  From time to time a company must make the difficult decision to cease (End-of-life or EOL) a particular product or service to improve and offer next generation products for customers.  As a service provider one of GoDaddy's goals is ensuring our customers have the best platforms aligned with the latest technology to help their online ventures be successful.On May 12, 2015, an email notification was sent to the complainant advising their hosting plan would be retired. The notice included instructions they may use to migrate their website content to a new hosting plan. The notice also indicated the hosting plan that was utilized by the complainant would be suspended on July 14 2015. This suspension was the last step in the End-of-Life process of the hosting plan. Prior to the cancellation of the service, GoDaddy provided an additional twenty days after the initial suspension to allow the complainant to migrate their website content to a new hosting plan.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.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. We have connected with the complainant and provided them with a Windows Hosting plan for a one-year term at no cost. Additionally, we are working with our data recovery teams to attempt to recover the site. EDUCATION:The complainant may find the following articles from our help center useful:Migrating Windows Classic accounts: FrontPage & Access end of support: https://www.godaddy.com/help/migrating-windows-classic-accounts-frontpage-and-ac...⇄ 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 the customer’s additional comments to our attention.

To clarify our original response, on April 16, 2014, our customer registered a domain name and created an email address for that domain. During a subsequent call with GoDaddy support, it was decided that the original domain was too long and our customer was advised how to cancel it. An account credit was issued for the original domain and used to purchase a new, shorter domain name. Our customer then created a new email address. The domain they associated with the new email address, while similar to the one they registered, was in fact different. Because of this, their new email address did not work. Once our support staff realized the error, it was quickly corrected on behalf of our customer.

GoDaddy sincerely values our customer’s business and has acted in good faith to uphold our agreements with them. Our offer still stands to issue a full refund for any product our customer wishes to cancel. They may contact our office directly for assistance with the cancellation process and to receive their refund.

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

Kindest regards