GoDaddy.com

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 [redacted].On September 8 and 15, 2016, respectively, our customer’s web hosting...

plans expired. Per their account preferences, GoDaddy did not automatically renew the services upon expiration in an effort to honor agreements with our customer.  GoDaddy sent multiple notices informing our customer of the risk of cancellation without additional action.  Account management is a customer responsibility. After our customer's hosting terms ended, GoDaddy provided 10 days of live site service without payment. When this period ended, the site(s) were held in suspended status for another 10 days before content was deleted.  GoDaddy provided 20 total days of service per hosting plan without payment prior to cancellation.GoDaddy charges a $150 fee per website to restore data when a customer has not backed up their own content. Restore fees help offset expense incurred performing data recovery work. Customers are not obligated to pay this fee if they maintained independent backups; a responsibility agreed to upon hosting sites with GoDaddy. Restores are not a service GoDaddy normally offers and are not guaranteed.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.On October 10, 2016, our customer purchased a hosting plan and GoDaddy’s support teams waived the restore fee for one website as a goodwill gesture, however this attempt was not able to restore content.Our customer can utilize any backups they may have to restore the site(s), such as on their local hard drive, or may want to visit archival sites such as [redacted] for any potential content.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Gary 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 would like to present the following.

Upon purchase of services, our customer acknowledged and accepted the following...

agreements:

• Universal Terms of Service Agreement

• Workspace Service Agreement

 

The latest version of these agreements may be found at:

 

Per our customer's account preferences, GoDaddy was instructed to automatically renew the customer's services and did so in a good-faith effort to honor its agreements with the customer.  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 for each of their products and services.   Account management is a customer responsibility.  

 

It appears that while the customer disabled automatic renewal for their website and domain, they left automatic renewal enabled for their email and calendar.

 

On June 12, 2014, our customer called our Billing Department and had their services canceled and refunded in full.  GoDaddy issues refunds at the time of receipt.  While the expected time for a refund to be credited back to a customer’s account is 5 to 7 days, each banking institution has their own policies and practices on when they apply the refund credit.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer; we rely on our customers to update their account settings per their intentions.  At this time, our customer has no further services within the account in question and will no longer be charged for additional services.

 

We recommend that they contact their financial institution to inquire on when they will be credited for their refund.

 

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted] 

[redacted] Phone

[redacted] 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.I am rejecting this because it isn't an offer or a resolution. It's merely one more in a seemly endless repetition of GoDaddy's original demand that I must give up sensitive information in order to obtain even a partial refund.Additionally there are several erroneous statements in GoDaddy's response. #1 my "account preferences" as set by me are always for manual renewal. PERIOD! I'll specifically address this as follows:             A. 4/2/2012 through 5/15/2012 - Yes we've had this argument before. I wanted to cancel the business registration when I renewed manually on 4/2/12, but was not allowed to remove the automatically applied auto renew for the business registration. Note however that apparently due to the numerous complaints I am sure that GoDaddy received regarding this issue the forced autorenew was removed before the next due date as they show and my records confirm that I was allowed to manually renew on this domain in May of 2013 and again in May of 2014.             B. May 15, 2015 - I never ordered a certified domain. There is no reference to an original order for it in GoDaddy's response or in my history of purchases at GoDaddy. The automatic "renewal" for this just appears out of nowhere. This begs the question... How can one set their account preferences to allow for autorenewal of items never purchased? Obviously GoDaddy "pushed" this "service" on my account and now claims I "authorized" them to do so.             C. May 17, 2015 - as in B above I never authorized an automatic renewal on this account. This autorenewal was forced on me as had been done before. The major difference is where previously they were forcing minimal charges (less than $10) this time they are charging more than $75 above the expected value.             D. May 17, 2015 part 2 - I did contact GoDaddy's "support" line to dispute the additional year that was charged for both domain renewal and the unwanted "protected registration". After more than a half hour of dealing with uncooperative support persons, including an alleged "supervisor" and being told that there was no higher authority that I could speak with (yet another lie) I finally succumbed to the abusive, belittling and arrogance of "[redacted]" and I delivered an invective laced response to his lack of assistance. If I had truly made a "physical" threat (which means I would have to take a physical action which is rather difficult over the phone) then GoDaddy would have no doubt filed charges and had me detained. No physical threat was made and no reasonable person would presume that anything I did say could actually be carried out. But as this is the only thing Mr [redacted] seems to have to say besides the "company line" (We can't refund you until you give up personal information.), I guess he feels it gives him some justification for having stolen my money. RE: "Resolution" GoDaddy's statement that they value my business is disingenuous at best. My account preferences have never been set to autorenew anything except when GoDaddy has done so without my informed consent. They have done so repeatedly over the years for small amounts but went too far this time. On May 21, 2015 I sent Mr [redacted] an email stating that I would drop all requests for a refund and conclude this complaint if they would simply remove the automatic renewal from this account; No cancellation of any services, just a simple end to them automatically debiting my bank account. An associate of Mr [redacted]'s declined the request. Since Mr. [redacted] makes no mention of this in his response I must presume that he also declined my offer. (Now for the fun part) Some might ask why I would be willing to drop everything if they would just drop their automatic renewal. Well, earlier in the day on May 21, 2015 I received a call from another corporation I have an account with. The call was to inform me of some new services that were being included free of charge to my account. One of the items was a website hosted by GoDaddy. I let my account rep know that GoDaddy was now the equivalent of a curse and that he probably shouldn't mention that to me again. My Account rep asked for and was told about my issue with GoDaddy. And then that account rep did something amazing. He informed me that this information would be passed up the chain of command as GoDaddy was considered a corporate partner and this company doesn't like being associated in such a negative fashion... and then he credited my account with them for the entire amount I have been charged by GoDaddy. So, GoDaddy... someone else did what you should have done from the get go. And since I suspect that I am not the only one you have taken advantage of this way, and that your corporate partner has and may continue to hear of your unprofessional, anti-consumer policies, that your "partnership" may not be so for much longer.In the end your greed will destroy you. Taking money you really didn't have the right to will probably end up costing you millions if not bring down the business. You are crooks and people know it. More are learning it every day. I gave you every opportunity to do the right thing, in your greed you refused and rubbed my nose in your refusal. You don't deserve to be treated "professionally". Just because you hide behind "fine print" doesn't make you any less a thief than a typical sidewalk mugger, no less a thug than any gangbanger in any inner city. I do not wish you well.With Ill Regards,[redacted]

Thank you for the opportunity to address the additional concerns presented by our customer.As previously indicated our customer is subject to GoDaddy’s pricing. The [redacted] partnership was a limited time offer for Godaddy customers. Our customer may verify the discontinuation of this offer via the [redacted] website: [redacted]Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,KayJay R[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.Prior to conducting business with GoDaddy all customers are required to...

acknowledge and agree to the following agreements:•    GoDaddy Universal Terms of Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxThe complainant has disputed the ownership of the account in question. Our research indicates multiple parties have been involved in the management of this account and that a dispute arose between the parties. RESOLUTION:GoDaddy takes its commitment to consumer protection very seriously. Furthermore GoDaddy does not arbitrarily change the ownership of accounts; account management and security preferences are a customer responsibility. We consider this to be a dispute between third parties in which we cannot become involved.EDUCATION: In the future the complainant may consider adding Two-Step Authentication to their GoDaddy accounts. Instructions can be found in the following link: https://support.godaddy.com/help/article/7502/enabling-two-step-authenticationTh...⇄ 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

It was not our choice to leave GoDaddy after countless wasted hours with your several of your tech support people we were finally told that your excuse for your systems not working was that we had Apple computers. Your company is impossible to reach for support. Your technicians are badly trained. Your general arrogance is mind boggling. And finally your promised money back offer turning out to be a credit for services when we are leaving GoDaddy is a scam. You can keep your credit. We have opted to put GoDaddy into the stockade of public opinion via youtube, blog, email, and negative reviews every chance the people in our company have. Thanks for 5 years of excuses, spotty service, and poor business ethics. This was just practice for what we intend to say about your company in the future. You rank in the lower satisfaction ratings online and we now know why.

I received the same response from them previously, however, I do not accept it.   I was under the impression that if they failed to buy the domain that I would be entitled to a refund.  If this was not the case, I would not have purchased the service.   I believe there was miscommunication somewhere, and that I should at least receive half the refund.   In the future they should disclose to any "potential" clients that the client can contact the domain owner themselves, and will have an equal likelihood of success, and be CLEAR that proceeding will incur charges regardless of the success or failure!

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* Domain Name Registration Agreement* Hosting AgreementsThe latest version of our Universal Terms of Service Agreement and other legal agreements may be found at [redacted]?Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question and did so in a Good Faith effort to honor its agreements with the customer. Account management is a customer responsibility.RESOLUTION:Go Daddy acted in good faith to uphold agreements with our customer. Our customer has canceled the domain name and hosting plan in question. A refund for both services has been provided to our customer as a onetime exception. 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[redacted] Phone [redacted] Fax

Thank you for the opportunity to address the additional concerns presented by our customer.In regard to the renewal from March of 2016, upon further review the domain in question did not renew for a one-year term, but rather a four-year term in accordance with the customer’s auto-renewal preferences.We stand by our previous response. Contrary to our customer’s understanding, GoDaddy’s refund policy allows a refund on a multiple year renewal for a domain name within five days of the renewal.As previously indicated, GoDaddy sent our customer email renewal notifications in regard to the domain prior to the expiration date. Account management is a customer responsibility. Our customer had full access to their account and the domains could have been cancelled at any time prior to the renewal date. As the domain renewals were beyond the timeframe applicable for refund, GoDaddy stands by our Refund Policy and is unable to provide the requested refund.Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

Thank you for bringing the customer’s additional comments to our attention.

As stated in our previous response, our customer's recent email marketing campaign was delivered successfully to all of their contacts. Each recipient's email provider accepted the email without rejection. This information is available to our customer via their account with us. Additionally, GoDaddy has no control over how an email provider classifies email sent to their network or if an end user (recipient) has inbox rules setup to filter out specific messages.

Regarding Website Builder’s options for adding images, specifically Photo Galleries, our customer may wish to review the following support article:

Adding Image Slideshows and Photo Galleries with Website Builder v7

http://support.godaddy.com/help/article/8368/adding-image-slideshows-and-photo-g...⇄ />
We are happy to continue to work with our customer to resolve any outstanding concerns and if they cancel the service due to dissatisfaction, we will issue appropriate refunds to them in accordance with our Refund Policy.

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

Kindest regards

Office of the CEO - GoDaddy

[redacted]@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. Contrary to the complainant’s understanding, a Request to Cancel Protected Registration for the domain in question was not filed with GoDaddy until September 15, 2015. No previous requests to cancel Protected Registration for this domain exist in our system. In response to the complainant’s request filed on September 15, 2015, our Domain Services team informed the complainant via email that GoDaddy would require the supporting identification information required to cancel this service. The complainant has not provided this information. On September 30, 2015, the complainant’s financial institution issued a chargeback, disputing the transaction for the domain and Protected Registration service in question. This chargeback removed the funds from GoDaddy paid for the domain registration and Protected Registration renewal. Due to this, the domain name in question was removed from the account, per our terms of service, and the funds in question have been returned to the payment method in question. As these funds have been removed from GoDaddy, the complainant would need to contact their financial institution regarding the status of these funds. GoDaddy has not processed any further charges related to this domain.Our office has attempted to contact the complainant directly to clarify any concerns but have not received a response. If the complainant believes they were charged on multiple occasions for the domain and Protected Registration renewal, they are welcome to provide us a recent bank statement showing these charges so that we may further research these concerns. The complainant can redact any sensitive information, such as account numbers, etc.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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,[redacted]

Thank you for the opportunity to address the additional concerns presented by our customer.
GoDaddy stands by its original response. The customer’s initial purchase of Protected Registration service was done so via online transaction, without the assistance of GoDaddy’s customer care teams. The service is functioning as intended and advertised, keeping the domain from being canceled without proof of identification.
Our customer has not provided the information requested in order to cancel the Protected registration service.  Account management is solely a customer responsibility and our customer agreed to this upon conducting business through GoDaddy. While we make a best effort to partner in our customers’ successes, our customers must also be responsible for their actions or lack thereof.
It is the customer’s responsibility to submit this information, and we highly recommend they continue working with our Domain Services team.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Ken C[redacted]Office of the CEO – GoDaddy

The coupons in question came from GoDaddy directly. No third parties.
The misleading email also came from GoDaddy - why send an email offering a discount on cart contents, along with a list of the contents, yet then claim the coupon is not good for those Contents.
These are poor business practices at  best, bait and switch, dishonest and misleading.

In the last week Troy was assisting me with the transfer of a domain name. I asked about cost for hosting word press sites. He said there were 2 levels - basic and a support side ($130/ year) where I could get tech support . I asked him if they would be able to assist with plug ins and help me get all 3 sites of mine the dame and change the plugs in. I was pretty clear of my requests. Over the next few days I was trying to get the domain name transferred and discussed the word press hosting goals with 2 other individuals. One woman yesterday tried to get me to extend to 2 years None had said whats I was expecting could not be done. Last evening Luke and a supervisor Rick, told me I would now have to pay $30 for a consultation to accomplish this. I explained in detail the miss communication and the message was clear. I had no recourse and if I wanted help I needed to pay for it and they were not responsible for giving me incorrect information.

Today I talked to Daniel in cust development and he said the same and would not pass me up to a supervisor. They are not willing to review calls and to stand behind what their cust svc agents say or do. Each pif these supervisors were told I would transfer all my accounts from GoDaddy and they didn't seem concerned

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· Domain Name Registration AgreementThe latest version of these agreements can be found at: [redacted]The complainant purchased a domain name in 2010 and at that time we offered a free email address with the purchase of a domain.  This is no longer an offer we provide for domain name registrations.As the complainant has stated, they deleted the free email address and as such, the free credit was removed from the account.  As we no longer offer free email credits for domain name registrations, we are unable to add the credit back to an account.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.We have reached out to the complainant and connected directly to discuss their concerns.  As a measure of goodwill we have provided a Personal Email Plan for two years free of charge to the complainant.  We now consider this matter resolved.EDUCATION:The complainant may also find this support article helpful regarding how to back up your email:[redacted]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[redacted] Phone[redacted] FaxThis email message and any attachments hereto is intended for use only by the addressee(s) named herein. If you have received this email in error, please immediately notify the sender and permanently delete the original and any copy of this message and its attachments.

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:1. GoDaddy Universal Terms of Service Agreement2. GoDaddy Domain Registration Agreement3. GoDaddy Quick Shopping Cart AgreementThe latest version of these agreements can be found at: [redacted]On January 13, 2014 the complainant purchased an Economy Quick Shopping Cart plan for a two year term during an online transaction. Quick Shopping Cart is a service which GoDaddy provides where customers may construct an online store to sell their products.  Quick Shopping Cart customers that wish to accept credit cards as payment must also utilize a Merchant Account.The complainant elected to enter into an agreement with [redacted] as their Merchant Account. [redacted] is compatible with GoDaddy’s Quick Shopping Cart and the complainant was under no obligation to contract with them.The complaint cancelled their Quick Shopping Cart on April 28, 2015 but appears to still have an agreement in place with [redacted].RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. Our services worked as intended while active.In accordance with our Refund Policy we have provided the complainant with an In-Store Credit equal to the time remaining on their Quick Shopping Cart at the time of cancellation.The complainant opted to utilize [redacted] as a Merchant Account. Disputes between the complainant and [redacted] are a third party dispute to which GoDaddy will not become involved. EDUCATION:The complainant might find the following information useful:GoDaddy’s Refund Policy[redacted]The complainant can contact [redacted] utilizing the information on their website: [redacted] Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest Regards,John M[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 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

• Quick Shopping Cart Agreement

 

The latest version of these agreements may be found at:

http://www.godaddy.com/legal-agreements.aspx

 

On September 7th, the [redacted] ([redacted]) updated their Rate Calculator API which provides shipping rates to GoDaddy’s Quick Shopping Cart (QSC).  There was an error that was affecting [redacted] rates.  GoDaddy subsequently added the following System Announcement within the [redacted] dashboard stating, 

“Attention [redacted] Users:  

Effective September 7th, 2014, the U[redacted] ([redacted]) has updated rates for various services and package types. You can find more information on current rates by navigating to [redacted]/ and examining any one of the price information data sheets located under the heading 'September 2014 Price Change Information.'

We have noticed that rates returned for [redacted] have been significantly impacted by this update and you may want to disable [redacted] as a shipping option to avoid under-charging for shipping.

For any questions regarding these rate changes, please contact [redacted] directly." 

GoDaddy also notified the [redacted] who resolved their issue on September 12, 2014.

 

Resolution:

 

GoDaddy has upheld its agreements in good faith with the customer and the errors with the [redacted] shipping rates were outside of our control.  As GoDaddy’s QSC offers our customer’s various shipping options, it is up to our customers to decide which is best for their needs, modifying them as necessary.

 

However, as a gesture of good will towards our customer, we have added three additional months of service to their Quick Shopping Cart ($150 value).

 

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

Kindest regards, 

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

Scottsdale, AZ 85260 

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Regards,

[redacted] 5/7/15I canceled the hosting for that domain name not the doamin name itself.  Also, as of 5/6/15 I received an email from godaddy.com that shows the domain should still be in my possesion. please note email below and a copy of said email in the attachmentWHOIS DATA REMINDER POLICY24/7 Support: ###-###-####ICANN Whois Data Reminder PolicyPlease update your contact information.Dear [redacted], It's that time of year. Because you are the administrative contact for the following domain names registered at GoDaddy as of 5/6/2015, ICANN, the Internet Corporation for Assigned Names and Numbers (and/or the associated ccTLD authority), requires that we ask you to review your contact data and make any changes necessary. [redacted] Review/Update your contact information nowIf you find that your domain contact data is current and accurate, there's no need to take action. If, however, your domain contact information is inaccurate, you must correct it. (Under ICANN and ccTLD WHOIS rules and the terms of your registration agreement, PROVIDING FALSE CONTACT INFORMATION CAN BE GROUNDS FOR DOMAIN NAME CANCELLATION.) To review the ICANN policy, visit: [redacted] If you have questions or believe you received this email in error, call 24/7 Support at ###-###-####. If needed, your Domain Information Key is [redacted]. Sincerely, GoDaddy Domain Support Thank You

Thank you for the opportunity to address the concerns presented by our customer. Our customer acknowledged and agreed to GoDaddy's agreements upon conducting business with GoDaddy. These agreements can be found at: https://www.godaddy.com/legal-agreements.aspx On June 27, 2013, the...

domain in question was moved to our customer’s account via a change of account. It was then manually renewed on July 17, 2013, again on September 1, 2014, and lastly on July 15, 2015. Contrary to our customer’s understanding, the domain in question was not renewed with the other domain provided in the complaint.On July 14, 2016, 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 our customer, however, their financial institution declined payment.Notices for the failed billing were sent on the following dates: •  July 14 2016•  July 18, 2016•  July 25, 2016These notices informed our customer their domain was at risk of being canceled unless action was taken. Account management is a customer responsibility.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The domain name correctly followed the normal expiration life-cycle, was canceled due to non-payment, and has since been acquired by another party. GoDaddy is unable to return the domain name to our customer. They may wish to contact the current registrant directly and discuss any options for re-obtaining the domain name.Thank for the opportunity to address the concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy