GoDaddy.com

I am extremely dissatisfied with the level of customer support in the situation that GoDaddy has put me in. Let me start off with saying that I have been a customer for more than 10 years. I recently purchased a Deluxe 2/yr Plesk hosting plan to primarily run some Wordpress sites on. After installing Wordpress I was experiencing serious performance issues. Blank templates had page load times of 5-6 seconds and with very little content added 11-12 seconds. I spoke with tech support and they claimed the load times were faster than what I was seeing, but did verify that there was noticeable slowness, and certainly slower than it should be. They recommended I move to a Linux/cPanel plan, so I had to go through the inconvenience of purchasing a second plan and manually migrating my sites and data over to test. The performance was noticeably better on Linux (still not as fast as I'd like or they advertise) so it was worth it to stick with Linux over [redacted]. With that said, I had to sit on the phone with support a second time to get the first [redacted] plan refunded. First of all, I asked for the refund and rather than refund back to my credit card, they only issued a store credit. Second, I owed the amount for the free domain I got with the account. Even though I purchased a second account, at no fault of my own, they could not "transfer" the free domain over to my replacement account, nor could they issue any kind of credit for this. So I was stuck paying for the domain. Additionally, they acted as if they were doing me a huge favor by "allowing" me to use the credit for the first account to extend the second account further at the discount pricing available on the initial purchase. This is in no way a reprieve for my inconvenience and merely a way to upsell/convince me into purchasing additional years upfront at my benefit. If I had wanted more than 2 years upfront, I could have done that myself during my initial purchase. I asked to speak to the customer reps supervisor and he was pushy to end the call and stated that he went out of his way to help me because “I seemed cool" but that there was absolutely nothing else he could do. So long story short, I wasted several hours with support to figure out that the [redacted] hosting plan has terrible performance issues with Wordpress, only to have to waste time purchasing a new Linux plan, migrating everything, testing, and then spending more time trying to get a refund on the [redacted] plan. Terrible, terrible, customer service. Thanks for listening, [redacted]

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 1 2015, the complainant reached out to our support teams, as they were unable to remove a secondary A-Record from a domain name's DNS settings. At that time, our support teams refreshed the DNS Zone file for the domain name which was believed to resolve the issue. The complainant did not follow up with our support teams until July 14 2015, when they again indicated the DNS entry in question was still there. Our support teams were able to duplicate the issue and determined the issue was caused by the Website Accelerator hosting add-on the customer had previously been utilizing. The matter was promptly escalated to our developers for a resolution.As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to our customer. At this time, the complainant’s issue has been resolved.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. As a gesture of goodwill, we have added three months to the complainant’s hosting plan at no cost to them.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.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

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

https://www.godaddy.com/legal-agreements.aspx On January 16, 2016, GoDaddy was instructed to automatically renew the complainant’s hosting account per their account preferences and did so to honor its agreements with the complainant. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements in good faith with the complainant and honored its terms of service. Per our Refund Policy, the complainant may cancel the hosting account within 45 days of renewal to receive a full refund for the latest renewal transaction. Once canceled, the complainant may contact us directly at [email protected] to request this refund. Additionally, we appreciate the complainant’s feedback regarding email support. After serious consideration, GoDaddy discontinued email support. Due to high demand, GoDaddy instead added live chat as a support option.  The complainant may find the following articles helpful: Refund Policy-https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ Products-https://www.godaddy.com/help/cancel-products-in-your-godaddy-account-74...⇄ you again for the opportunity to address the concerns presented by the complainant. Regards, Mike L[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant,We are unable to determine if this complainant is a GoDaddy customer as we are unable to locate an account with the provided information.  We have attempted to contact the complainant multiple times without success. Without being able to...

identify a customer account, we are not able to fully understand the issues at hand or properly investigate the matter further to provide resolution or clarity. If the complainant can provide us with account specific details we will gladly investigate their concerns as they relate to their specific purchased services. Thank you in advance and we look forward to assisting with this matter.Kindest regards,  [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 our customer. We have reviewed this matter and

would like to present the following.
We stand by our previous

response. GoDaddy’s Aftermarket team communicated with our customer via email

on November 30, 2015 advising the Payee information is invalid. Our customer

replied on December 1, 2015 indicating the information was updated however, our

Accounting team was unable to verify any update on the customer side. As such

an email reply was sent to our customer again advising the Payee information is

invalid. Our customer must update the mailing address tied to the Payee and

once our team has confirmed another check will be issued.
Thank you again for the

opportunity to address and bring clarity to the concerns presented by the customer.
Kindest regards,
Mandy O'[redacted] Office of the CEO – [email protected] [redacted] Scottsdale, AZ 85260

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• Hosting AgreementThese...

agreements can be found at https://www.godaddy.com/legal-agreements.aspxOn December 24, 2015 our customer contacted GoDaddy’s customer care following cancellation of multiple hosting plans due to non-payment. After each expiration, GoDaddy notified our customer of the expired services and provided 10 days of service at no cost. GoDaddy then provided an additional 10 days of service in suspended status prior to cancellation due to non-payment. In total, GoDaddy provided 20 days of service to each expired hosting plan without payment prior to cancellation. Our customer was under no obligation to pay a restore fee to recover their site(s), provided they maintained independent backups of their sites.  Hosting restores are not a service GoDaddy regularly offers, rather one that GoDaddy may provide in rare occasions when a customer has not backed up their own content.  Content restore attempts are not guaranteed; Account management, including data backups, are a customer responsibility.RESOLUTION:GoDaddy upheld its agreements in good faith and honored its terms of service.  The restore fee charged is not punitive, rather it helps to offset the expense incurred performing data recovery work. As a goodwill gesture, this fee was reduced from $150 per hosting account to $80 total.It is best practice that customers maintain independent backups of their site data, a responsibility they agree to upon hosting sites with GoDaddy.Our customer may find the following article useful:Back Up Your Website:https://www.godaddy.com/help/back-up-your-website-8480Thank you again for the opportunity to address the concerns presented by our customer.Regards,Ken C[redacted]Office of the CEO – GoDaddy

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

conducting business with GoDaddy:GoDaddy Universal Terms of Service AgreementGoDaddy Domain Registration AgreementGoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]On February 28, 2015 the complainant was provided with a discount code for use with new non Domain Name purchases. They then purchased a Deluxe cPanel Hosting plan for a 5 year term and requested to use this discount on in addition to the promotional pricing they had already been provided with. They subsequently cancelled this Deluxe cPanel Hosting plan and were provided with a refund.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. It is a standard business practice for companies to offer promotions with conditions. The complainants desire to use multiple discounts for a single purchase is not a cost that GoDaddy can absorb.As a onetime exception and in appreciation for their time as a GoDaddy customer we have provided the complainant with a Deluxe cPanel Hosting plan for a one year term.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Best Regards,[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:• 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 June 5, 2014 the complainant purchased a membership to GoDaddy’s Discount Domain Club which provides them with the best-of-industry pricing on new domain registrations, renewals and transferring domains to us.Between June 7, 2014 and November 9, 2014 the complainant registered many .CO domain names via online transactions.  Beginning on June 7, 2015; per the complainant’s account preferences, GoDaddy was instructed to automatically renew domain names upon their respective expiration date and did so in a good faith effort to honor its agreements with the complainant.GoDaddy provides customers with full control over the automatic renewal feature at the time of purchase. The customer may also, at any time, log into their account and modify this preference. Account management is a customer responsibility. Email reminders regarding the renewal of the domain names were sent at the following increments prior to the renewal: 90 days, 60 days, 30 days, 15 days and 5 days. These notices stated the domain names would be automatically renewed upon their annual expiration unless additional action was taken.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  Furthermore, the customer has been charged the appropriate Discount Domain Club fees for their .CO domain name renewals as illustrated within the ‘Domain Prices’ section of our landing page located at https://www.godaddy.com/domains/discount-domains.aspx.The complainant’s desired refund is not applicable.  Any refunds would be processed in accordance with our Refund Policy.Education:The complainant may also find the following support articles helpful:Managing Renewals for Products and Services –https://support.godaddy.com/help/article/725/managing-renewals-for-products-a...⇄ .CO Domain Names -https://support.godaddy.com/help/article/5806/about-co-domain-namesRefund Policy -https://support.godaddy.com/help/article/8849/refund-policyThank 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

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 agreement upon...

conducting business with GoDaddy:• Universal Terms of Service AgreementThe latest version of this agreement can be found at: h[redacted]On June 28, 2013, our customer purchased a premium hosting product which included a free SSL certificate for a one-year term.On May 28, 2014, per the above agreement and in accordance with our customer’s account preferences, the certificate renewed automatically for another one-year term. As the customer made no changes to their account preferences, the certificate repeated this renewal process for another one-year term on May 28, 2015. Our customers are able to manage the renewal preferences for products and services; account management is a customer responsibility.On May 28, 2015, our customer disabled the automatic renewal preference for their certificate and other services and contacted our Social Media team via [redacted] This team subsequently canceled the unwanted certificate and refunded the most recent certificate renewal per our Refund Policy.Resolution:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As a gesture of goodwill and one-time exception to our refund policy, GoDaddy has issued an in-store credit for the May 28, 2014 renewal transaction. This credit will not expire and may be used for future purchases within the customer’s account.Education:Our customer might find the following GoDaddy support articles helpful in the future for managing their GoDaddy account:Refund Policy[redacted]Managing Renewals for Products and Services[redacted]Viewing Your In-Store Credit[redacted]Applying In-Store Credits to Purchases[redacted]Canceling Products[redacted]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]

I set my domains to NOT autorenew. Even didn't update my credit card information. I get a Failed Billing Notice for the domains that I set NOT to autorenew (they are attempting to renew without my permission). I submit a ticket, no response.

THEN..

They manage to bill me by calling my bank to get my updated credit card info. I didn't even know the bank is allowed to do that! And yup, they billed me for domains I didn't even want anymore.

They steal from you, plain and simple.

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  At the time our customer contacted our customer care teams our technical team was working diligently to resolve the technical issues our customer had experienced.  The technical issue was resolved on June 7, 2016.  As a goodwill gesture we provided our customer a one-month renewal to their hosting plan at no cost. GoDaddy will not provide any further gestures with regards to this matter.Should our customer have any further issues they may contact GoDaddy’s 24/7 customer care teams at 480-505-8877 or via chat support.godaddy.com.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 ConsultantThank 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

* Website Builder Service Agreement

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

On February 13, 2013, our customer purchased a Website Builder plan for a two-year term. This was for the period ending February 13, 2015.

On February 13, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question upon expiration and attempted to do so in a good faith effort to honor its agreements with our customer. However, the customer's financial institution declined payment and the customer was subsequently notified of the failed transaction by email.

On February 18, 2015, our customer, or another party with account access, disabled the automatic renewal feature for the Website Builder service in question.

On March 2, 2015, our customer manually renewed the service for a one-month term via an online transaction. This was for the service period ending March 13, 2015.

On March 13, 2015; per our customer's account preferences, GoDaddy was instructed to not automatically renew the service in question and honored its agreements with our customer.

GoDaddy sent notices after the product expiration on:

* March 13, 2015

* March 23, 2015

* April 2, 2015

These notices contained details regarding the failed transaction attempts. GoDaddy did attempt to proactively notify our customer of their Website Builder renewal and did provide ten days of service to our customer at no cost following expiration before the site was suspended. GoDaddy provided an additional ten days of service in a suspended status prior to the service cancellation due to nonpayment. In total, GoDaddy provided 20 days of service without payment prior to cancellation. Ultimately, our customer did not take action and their service was canceled on April 2, 2015 due to non-payment. Account management is a customer responsibility.

On June 8, 2015, our customer contacted our support staff for the first time regarding this matter. GoDaddy maintains hosting backups for 30 days after the cancellation of a hosting or Website Builder plan. As our customer’s Website Builder plan was canceled on April 2, 2015, GoDaddy will be unable to restore our customer’s website content.

Resolution:

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

GoDaddy will not be issuing a refund for the service in question, as it was in use and functioned as intended for the periods in which our customer remitted payment.

Education:

It is both a customer responsibility per our agreements and best practice to keep local backups of their site content. Our customer may want to visit archival sites such as http://archive.org to determine if any content may be recovered. They may also consider searching their local hard drive for any saved content.

The customer might find the following articles helpful:

Managing Renewals for Products and Services -

https://support.godaddy.com/help/article/725

Managing Your Account Information -

https://support.godaddy.com/help/article/729

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

14455 N. Hayden Rd. Suite 226

Scottsdale, AZ 85260

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

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

Dear Dispute Resolution ConsultantThank you for bringing this matter to our attention. We have reviewed our customer's complaint and the GoDaddy account we believe is in question to which we would like to present the following.Prior to the purchase of the hosting via an online...

transaction, our customer agreed to the following:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found in this link: [redacted]Go Daddy, like all providers, experiences unexpected, temporary technical issues from time-to-time. GoDaddy worked vigorously to resolve all of the technical issues our customer was experiencing.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 has upheld its agreements in good faith with the complainant and honored its terms of service. The technical issues which our customer had experienced were addressed in a timely manner and has since been resolved.  As a good will gesture, we have added 3 additional months to the customers shared hosting plan at no cost.Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO[redacted]

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. GoDaddy is only the registrar of record for the domain name in question, and has no other...

affiliation with the website, its content or its business practices.  GoDaddy has no control over the website content, as the site’s files are hosted elsewhere.  The complainant may want to contact the hosting provider in question, Peer 1 Dedicated Hosting, to determine if they have policies in place to address the complainant’s concerns.Additionally, if there is belief that illegal activity has occurred, or if the complainant believes their life may be in danger, we highly recommend they connect with their local law enforcement or legal counsel immediately. GoDaddy has a long history of cooperation with law enforcement and the courts from a local to international level.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 bringing this matter to our attention. We have reviewed our customer's correspondence and the Go Daddy account in question to which we would like to present the following.

 

On February 13, 2014 our customer purchased their Quick Shopping Cart through the GoDaddy website. At the time they agreed to the following agreements.

 

• Universal Terms of Service Agreement

• Go Daddy Quick Shopping Cart Agreement

 

These agreements may be reviewed at [redacted]  

GoDaddy has worked vigorously to resolve all of the technical issues our customer has experienced. We have provided proper information to the customer multiple times in an effort to resolve all outstanding issues. 

 

Our customer has also insisted on receiving nonstandard support that is outside of our agreed terms. We have made a best effort at directing them to proper resolution resources. 

 

RESOLUTION: 

 

Go Daddy has upheld its agreements in good faith with our customer and honored its terms of service. 

 

In the event that our customer wishes to move their shopping cart to another provider we will be happy to provide them with a full refund after they cancel their service. 

 

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

 

Kindest regards,

 

Thank you for the opportunity to address the additional concerns presented by our customer. Our customer contacted GoDaddy’s customer support on April 9, 2016, inquiring whether they could apply In-Store Credit to a previous purchase they had made.  Our customer was correctly informed they could not, however the In-Store Credit could be applied to future purchases.  Again, on April 19, 2016, a chargeback was initiated for the renewal transaction on March 9, 2016.  This chargeback removed the funds from GoDaddy.  If our customer did not initiate this chargeback, they will need to discuss their concerns with their financial institution.  In order to reactivate the domain in question, our customer had to pay the amount of the original domain transaction, in addition to a $50 chargeback administration fee.  The administration fee is charged as GoDaddy incurs costs to handle chargebacks, including the cost for our staff to research and address these items.Our customer was utilizing a free email credit associated with the charged back domain.  As the domain was suspended and removed from the account during the chargeback, this would cancel/remove any free credits associated with that domain.  This free email credit appears to be the email address in question that the customer is referring to.  While our customer may not have intended to cancel the email address, the chargeback initiated set into motion a number of items that needed to be addressed in a timely manner in order to restore the email address.   Our customer did not take the steps to reactivate the domain until May 18, 2016, well outside of the time frame where GoDaddy may attempt a restore of email address content.Again, our customer would need to restore emails and content from any independent backups they have maintained.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Mike L[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[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

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 regarding our Refund Policy and the renewal term selected by the complainant. GoDaddy cannot absorb costs for our customers and we have honored our agreed terms of service and policies.  As a onetime exception to our Refund Policy we have provided the complainant with refunds for most recent renewal of their unused Products. These refunds total $173.94.  Please allow 7 to 10 days for these to reflect with their financial institution. 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

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.It's hard for me to provide evidence proving my account change was unauthorized. Godaddy has NO any extra login protection measures, once invader got my ID and password, then whole account would be under control of invader. After that ALL of my account information could be changed to any without telling me the details. At this point, I can do nothing else than contacting Godaddy to get back the control of my account/domains.Godaddy should perform a complete security check on my account change.Even if Godaddy can not make sure if the account change was unauthorized, as am still the LISTED REGISTRANT for the domains, after proving necessary identification and order/payment documents, Godaddy should move the domains to my new Godaddy account at once.So far as I know, there's many Godaddy customers stating their domains stolen and cannot be solved in many different countries, Godaddy should treat this serious and do best to return domains as well as take measures to prevent such issue occur again.Finally, I can provide any necessary clarification stating the domains were stolen and I would cover all the risk/cost again future complaint/lawsuit, if Godaddy needs.

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 AgreementThe latest version of these agreements can be found at: [redacted]Per the complainant’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 complainant. However the complainant's financial institution declined payment(s).  GoDaddy proactively sent multiple notices pre- and post-expiration to the complainant.GoDaddy sent renewal notices prior to the expiration date on: • November 25, 2014• December 25, 2014• January 9, 2015• January 19, 2015 GoDaddy also sent notices after the expiration date on:• January 25, 2015• January 29, 2015• February 5, 2015 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. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.Account maintenance is a customer responsibility. GoDaddy did notify the complaint via email after PayPal declined our renewal request for their domain name. EDUCATION: The complainant might find this GoDaddy article on Managing Renewals for Products and Services useful: [redacted]Thank you again for the opportunity to address the concerns presented by the complainant.Kindest regards, [redacted]

[redacted] 

[redacted]