GoDaddy.com

Dear Dispute Resolution Consultant,Thank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and would like to present the following.Upon purchase of services, our customer acknowledged and accepted the following agreements:•...

Universal Terms of Service Agreement• Website Builder Service AgreementCopies of the latest version of these agreements may be found at:[redacted]On June 9, 2014, our customer consulted with our Support team, discussing GoDaddy’s Website Builder.  During the conversation, our customer asked if the product was refundable if they were not satisfied.  Our representative stated that if the customer canceled within 48 days, that they could receive a refund.  Our representative further stated that if they canceled beyond that period, they would receive a credit that they could use towards a different service.On November 11, 2014, our customer contacted GoDaddy’s support staff to cancel and request a refund for the Website Builder.  At that time, in accordance with GoDaddy’s terms of service and our Refund Policy, the customer was provided an In-Store Credit for the remaining unused months.Resolution:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service, providing a refund as both explained during the sales call and described in our Refund Policy.   However, as a gesture of good will, GoDaddy has refunded the $59.94 back to their original payment method.Education:The following GoDaddy Support article describes, in full, GoDaddy’s refund policy:Refund Policy[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by our valued customer.Kindest regards,[redacted]Office of the CEO – GoDaddy[redacted]

We made several phone calls to cancel to subscription and as soon as we saw it on our credit card statement we called again to cancel and then we were told we had 48 hours.NOT BEFORE.

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.GoDaddy has not entered into any agreements with the complainant....

Domains are sold on a first-come, first-served basis. The complainant claims that GoDaddy has "front run" a domain name the complainant has attempted to register.  Domain “front-running” is the act of registering domain names after a registration search is done in an attempt to profit from them.  GoDaddy does not and never has participated in domain name “front-running”. We encourage our customers to purchase any available domains they desire at the time they show as available for registration.Based on information provided by the complainant, the domain in question may be for sale through GoDaddy’s Premium Listings. Premium Listings is a service provided by GoDaddy where the Registrant of a domain name can attempt to sell the domain name for a premium price regardless of where the domain is registered.RESOLUTION:If a domain name which the complainant desires is already registered to another party, the complainant may wish to reach out to the current registrant to inquire about a possible sale and/or transfer of the domain. We sincerely hope that the complainant can either amicably resolve their concerns with the current registrant or find another, unregistered domain name that is suitable for their purposes.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]

Dear Dispute Resolution Consultant,

 

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

 

GoDaddy has upheld its agreements with our customer and honored its terms of...

service.

 

GoDaddy does not tolerate the use of its products for the sending of spam and takes appropriate actions when instances come to our attention.  All domain names our customer has brought to our attention have been suspended once we established that they were indeed engaging in activities against our terms of service.

 

We understand this is a frustrating situation and also appreciate our customer's assumptions regarding the party who is sending them spam and how easy it might appear to identify and stop them. Often spam rings (or gangs) operate internationally, illegally and move across various networks and countries. GoDaddy does not control the party (or spam gang) who may have the customer on a spam list, the location of the list or the party's past or future behavior. We do regularly work with law enforcement and will continue to address any complaints brought to our attention.

 

We also sincerely appreciate our customer's candid feedback about our service levels and will ensure any training opportunities that exist are addressed. If the customer wishes to report spam online with GoDaddy they may do so at this URL https://supportcenter.godaddy.com/AbuseReport/Index

 

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

 

Kind regards,

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 Agreement• Domain Name Registration Agreement• Microsoft Office Terms of Use• Website Builder Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: [redacted]On May 25, 2015, our customer created their account and purchased a domain name registration, email account, and Website Builder bundle via an online transaction for a one-year term.  This is for a period ending May 24, 2016.  Five minutes after their initial purchase, our customer placed a second online order, buying a Basic Managed WordPress plan for a one-month term.  This is for a period ending June 24, 2015.  Automatic renewal was enabled and active for all services.On June 24, 2015, per our customer’s account settings, GoDaddy was instructed to automatically renew our customer’s Basic Managed WordPress plan for another one-month term.  Two days later, on June 26, our customer logged into their account and turned automatic renewal off for their domain name registration.On July 24 and August 24, 2015 respectively; per our customer’s account settings, GoDaddy was instructed to automatically renew their Basic Managed WordPress plan upon expiration for another one-month term and did so to honor its agreements. At no time did our customer contact our customer support team for assistance with their purchases or with disabling automatic renewal for their services.  Account maintenance, including renewal settings, is a customer responsibility.  RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  As the customer was not using the Basic Managed WordPress account that they purchased and renewed for three months, as a gesture of good will and one-time exception to our refund policy, we have canceled the service on their behalf and refunded the service in full (a $24.96 value).  If our customer wishes to try this service, when they are ready they can purchase it anew.EDUCATION:Managing Renewals for Products and Services[redacted]

HelpOur friendly and knowledgeable customer care team is standing by to help our customers and can be reached at +1 480-505-8877 or by visiting https://www.godaddy.com/help for live chat, help articles, and more.Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - GoDaddy[redacted]

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.

Mr. [redacted] mentioned twice that privacy registration is "always" prorated to the remaining term of the domain.  The only way anyone would know that is if a representative of GoDaddy explains it during the purchase process.  The representative told me I would be purchasing the product for 1 year terms and the previously attached receipt shows the same.The receipt does not show that I purchased the domains for 1 year terms.  It shows that I purchased Private Registration Services for 1 years terms at the listed price.There is nothing about the service offerings or the resolution that I would consider "in good faith."  I will gladly transfer my domains to another registrar and cease doing business with GoDaddy.You had an opportunity to gain a social advocate for your business by providing $100 worth of product that was promised but not delivered and you squandered it.

Regards,

godaddy contacted me about other domains. Not the one in question and used a credit card that was not authorized. They have refunded me a partial refund and I accept that is at this point as fair as they can be EVEN THOUGH their website lead me to believe that I had canceled what needed to be canceled. I also felt it incredibly inconvenient and risky to have to provide them my license to cancel something so stupid. IF AT POSSIBLE, please encourage GoDaddy to make it clear before purchase what a hassle this is. ALSO, if at all at possible encourage GoDady to renew for the shortest period of time (1 year) instead of 3 years or whatever was originally purchased. If they would have renewed for only 1 year I could have lived with that much more comfortably. 

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 additional concerns.The GoDaddy products the complainant purchased as an authorized representative for the account holder worked as intended and were cancelled outside of our 30 day refund timeframe.  Therefore, the products are beyond refund eligibility.  Furthermore, we have confirmed that the complainant was made aware of, and agreed to, the refund policy at the time of purchase. Again, if our customer wishes to reactivate these products for the balance of their purchased term we are happy to provide assistance. Thank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[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.

They made NO effort to contact me letting me know the domain was gone BUT Chose to CONTIUNE charging me for a service that could not be used.  They could send me bill confirmation BUT Couldn't let me know the domain expired??? BS that is unethical and ridiculous.  they were charing me for NO service provided.  I EXPECT MY MONEY BACK. 

Regards,

Thank you for the opportunity to address the additional concerns presented by the complainant.   Our Billing team reached out to the complainant on 2/8/2016 via phone and was able to locate the charge in question using a lookup with the full credit card number. A refund was provided and the credit card was removed.   Thank you again for the opportunity to address the additional concerns presented by the complainant. Kindest regards, Mandy O[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,

Dear Dispute Resolution Consultant,Thank you for bringing the complainant’s additional comments to our attention.  GoDaddy sends customers email notification prior to renewal of their domains, after each product renewal and any failed billing issue. An example of a failed billing issue would be when the payment method is rejected by the customer’s financial institution for lack of funds. Account management, including keeping valid and up to date information on file, is a customer responsibility. RESOLUTION: We greatly appreciate the complainant’s business, and have upheld our agreements with the complainant. The Website Builder product was automatically renewed according to the complainant’s account preferences which GoDaddy honored. Previously we refunded $26.97 to the complainant as a gesture of goodwill. As a final gesture of goodwill in this matter we are refunding an additional $26.97 to the complainant.  Thank you for the opportunity to address the complainant’s additional comments.Kindest Regards,[redacted]

With all respect some of what stated in the response provided is not accurate.
- First the restore was not nearly completed as I waited over 12 business days and every other day when I call to follow up I either get the message to give another few more hours or the restore was re-initiated due to   technical problem encountered, this kept going and during which everything was locked onto the server and we cannot use it at all, for the main website and the other 2 sites as well
  - The business never offered 6 months free hosting but 1, yet both offers fall short of what we end up suffering as time waste, frustration and incurring cost
 
The mistake of empty folder was not ours to start, the restoration job was not given the appropriate support and importance. The business claim restoration at a rate of 2 GB per hour and the content was nearly 5% of that, nearly 110 MB so the hours spent were more than sufficient to address the issue long before a decision was forced to be taken to halt the process and find another solution. The business has a serious technical problem in this area which was the result of failing to restore.
I think the business should fairly accept the compensation as it does not cost them any actual money but a credit on account and at the same time live up to their slogans of up-time and class support and the spirit of the relationship not look for fine lines and text that no one would ever read to escape the responsibility.
Regards, [redacted]

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

•    Workspace Service Agreement

 

The latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspx  

 

Per our customer’s account preferences, GoDaddy was instructed to automatically renew their services upon expiration and did so in a good faith effort to honor its agreements with the customer. GoDaddy provides customers full control over the automatic renewal feature from within their account. Account management is a customer responsibility.

Additionally, multiple reminders were sent via email to our customer prior to the renewal date. These notices stated that the expiring items would be renewed automatically in accordance with their account settings.

Resolution:

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

Our customer did not contact our support staff regarding these charges until they were no longer eligible for a refund. GoDaddy’s Refund Policy is discussed in our Universal Terms of Service.

As a onetime exception, GoDaddy has issued a full refund to our customer for the renewal of their email plan. We are past the point in which the funds for the domain name can be recovered from the domain name registry. As such, GoDaddy will not be issuing a refund for the domain name.

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

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer’s correspondence and the Go Daddy account in question; and would like to present the following information.Upon purchase of services, the registrant acknowledged and...

agreed to the following:• Universal Terms of Service Agreement• Website Builder Service AgreementThe latest version of these agreements and other legal agreements may be found at:www.[redacted].com/[redacted] Our customer purchased GoDaddy’s Website Builder package on January 8 2014. During the process of building their website they encountered unexpected technical issues which our developers worked vigorously to resolve. During this issue the customer’s site continued to resolve as it had been published before the issue occurred.RESOLUTION:We reached our customer by phone regarding this complaint so that we could ensure their website was resolving and functioning in the manner they wished. All hosting providers experience unexpected service interruptions from time-to-time. As a gesture of goodwill we have provided one month of service at no cost to our customer. 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

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 http://www.godaddy.com/legal-agreements.aspx? Contrary to our customer’s statement, their first contact with GoDaddy’s 24/7 Support teams in the 2013 year  was on December 16, 2013. After this time, our customer was advised on several occasions that they would need to review their content and scripting as there were files missing from their hosting space. Our customer was also advised that GoDaddy does not offer content and scripting  support. RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. GoDaddy provided the requested hosting space and attempted to assist with website concerns. Today, we were able to speak with our customer and fully resolve their issues.Should our customer have any remaining questions in regards to the management of the domains or the Go Daddy account, our customer support teams are available 24x7 at [redacted] or via  email at [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

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 AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn July 29, 2015 the complainant contacted our support teams indicating they were unable to retrieve the authorization code for the specified domain name, necessary to transfer the domain name registration away from GoDaddy. As the problem could not be resolved immediately, it was promptly escalated for further review. As with all service providers, GoDaddy has unexpected technical issues and works quickly and vigorously to resolve them and minimize any impact to our customers.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. On July 29, 2015 the complainant was provided the authorization code and they successfully transferred the domain name away from GoDaddy.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kind 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 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 concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to the following upon conducting business with GoDaddy:• Universal Terms of Service Agreement• Domain Name Registration...

AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn January 3, 2014 our customer purchased several domain name registrations via online transaction, each for a 2-year term.On January 4, 2016; per our customer's account preferences, GoDaddy was instructed to automatically renew the domains, each for another 2-year term and did so to honor its agreements.  GoDaddy sent renewal notices prior to the expiration date on:• October 5, 2015• November 4, 2015• December 4, 2015• December 19, 2015• December 29, 2015These notices informed the customer their expiring items would be renewed in accordance with their account settings unless additional action was taken. Account management is a customer responsibility. RESOLUTION:GoDaddy upheld its agreements in good faith with our customer and honored its terms of service.Our customer did not contact GoDaddy until after the timeframe had passed to receive a refund. As GoDaddy is unable to receive a refund from the registry for the domain name renewals, we are unable to refund our customer. We encourage our customer to review and manage their account settings to prevent further unwanted renewals.Our customer may find the following GoDaddy Help articles useful:Refund Policy- https://support.godaddy.com/help/article/8849/refund-policy Managing Renewals - https://www.godaddy.com/help/managing-renewals-for-products-and-services-725 Thank you again for the opportunity to address the concerns presented by the our customer.Kindest regards,Gary 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.
As you can see by the screen captures, we created the corporation 30 frames per second, inc. on February 8th of 2006. At the time, we hired [redacted] to build a website for us as we were a video and film production company at the time – we now also develop websites. He purchased our name through Go Daddy. A tech person with Go Daddy told me that this was also purchased in February. We lived in Atascadero at the time and [redacted] was a student. I’ve tried to find him since our website went down between May 13 - 16. From my research, it appears that [redacted] went on to form a company [redacted] (screen cap attached) which is no longer in business. The phone number ###-###-#### has been disconnected. I also sent [redacted] messages when I found him on **. He had two. One in English and one in Spanish. It appears that he has left the US and moved to another country. Since my sending him messages, his English ** page is now gone and the one in Spanish is no longer visible. The last dates he posted on either was about May 8th. After talking with the tech person, I began the ChangeTheName process and uploaded a copy of my Drivers License (reluctantly) and our Articles of Incorporation. I received an e-mail with a case number Update [Incident ID: [redacted]] - [Incident ID: [redacted]] - [redacted] requesting an EIN number rather than our Articles of Incorporation. I uploaded that. (screen capture attached). I’ve not heard anything back. I sent an e-mail requesting information on when we can expect this to be resolved and have received no reply. I’ve also called. I will call again today. I created a FB page for 30 frames in 2011, but didn’t really do much with it as we had moved to Southern California and I was beginning to develop a Theatre Company. I created a new 30framespersecond, inc. website and all of my business e-mails go through [redacted].com to my [redacted]. Around May 12th someone viewed our 30 frames per second, inc. ** page and after that, my [redacted].com e-mails began bouncing. As 30 frames per second, inc. we created [redacted] for the San Luis Obispo area. By that time my husband [redacted] was building websites. This website is still up because so many people depend upon it. If you can do anything to help us get our Domain Name returned so that we can continue our business, we are so appreciative. Always, (I’m using my theatre’s e-mail as my 30 frames no longer works – but have attached a screen capture of the final days).

Regards,