GoDaddy.com

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· GoDaddy Hosting AgreementThe latest version of these agreements can be found at: [redacted]The customer is using email through their [redacted] Hosting account and in order for us to troubleshoot the matter we needed not only the bounced message but also the original message attempting to be sent.  In working with our support teams thisinformation was requested and we let the customer know we could escalate it to nour advanced tier teams once it was received.Resolution:GoDaddy has upheld its agreements in good faith with the customer and honored its terms of service. GoDaddy’s technical support staff worked diligently and vigorously to resolve all technical issues the customer experienced. Should the customer still be experiencing a provider blocking their emails they will need to provide the requested bounce message, which provides the IP address that is being blocked, so we may submit a request to the provider. Should the customer opt for a refund of services the hosti9ng plan will need to be cancelled first and the unused time would be applicable for a refund. Our policy states the customer would only qualify for an In Store Credit however as a goodwill gesture we will provide a refund back to the original payment method used. Once the customer has a bounce message or cancelled the service they will need to contact our 24/7 technical support team at [redacted]. Education:The customer might find this GoDaddy Refund Policy article helpful.[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the customer. Regards,[redacted]GoDaddy - Office of the CEO

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

• Domain Registration Agreement

• Domain Name Proxy Agreement

 

The latest version of these agreements may be found at:

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

 

Our customer purchased four domain names for a two-year term and opted to add our Protected Registration service.  The domains and associated Protected Registration service renewed automatically per our customer’s account settings.  We did attempt to proactively notify our customer multiple times at the email address listed on their customer account prior to renewal so they could adjust their services as needed.

 

RESOLUTION:

 

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

 

As a one-time exception, GoDaddy has refunded the cost of the Protected Registration (totaling $263.76) and has deactivated the automatic renewal for the domain names.

 

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted] Phone

[redacted] 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,

[redacted]

Dear Dispute Resolution Consultant,Thank you for the opportunity to shed further light on our customer’s concerns.As previously pointed out, in addition to our Universal Terms of Service, our customer also agreed to the Domain Name Registration Agreement and Domain Name Proxy Agreement.Section 10. Domain Add-Ons of the Domain Name Registration Agreement explains that domain names with Ownership Protection will have automatic renewal enabled.  As stated on our Request for Protected Registration Cancellation form ([redacted]), registrant information must be verified to cancel the protection.  After the protection has been canceled, customers are then able to disable automatic renewal.Regarding the desire to change payment methods, customers can indeed change them at any time.  The following GoDaddy Support article provides instructions for Managing Payment Methods:[redacted]Protected Registration is the perfect service for protecting domain names from expiring, being canceled, or being transferred from a customer’s account.  However, it is not intended for customers who only wish to keep domain names temporarily.  It is for this reason that we warn customers in Section 10 (mentioned above) to carefully consider the implications accompanying the purchase of the protection service and understand the restrictions the service puts into place.  It is clear from this complaint that our customer did not fully understand this when they purchased this service online.  However, we are glad that they were able to cancel the service in time to disable automatic renewal prior to the domain name’s expiration date.  At this time, the domain name will simply follow the expiration life-cycle and eventually be returned to the registry.Thank you again for the opportunity to bring further clarity to the question presented by our valuable 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 rebuttal and would like to present the following.

 

Our customer was contacted via email on June 3, 2014 and informed that the issue had been resolved and the website in question re-activated. No further action is required by our customer.

 

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

 

Kindest regards,

Dear Dispute Resolution Consultant, Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. We stand by our previous response.  Our customer’s account preferences instructed GoDaddy to renew their domain name upon its annual expiration for a one-year term.  GoDaddy proactively sent multiple renewal notices prior to the expiration and subsequent renewal transaction which informed our customer the product would be renewed unless additional action was taken.  A refund for the domain name registration renewal is not applicable.  However, if our customer cancels the domain name within 30 days of the renewal that occurred on October 23, 2015; in accordance with our Refund Policy, we will provide a refund for the private registration.We appreciate our customer’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 additional concerns presented by our customer. Kindest regards, [redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

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.

 

On February 21 2014, our customer...

acknowledged the following agreements:

• Universal Terms of Service

• Domain Name Registration Agreement

• Domain Name Change of Registrant Agreement

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

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

GoDaddy takes the security of our customers’ accounts and domain names very seriously. As most domain hijackings occur shortly after a change of registrant is performed on a domain name, GoDaddy’s Change of Registrant Agreement was implemented to help protect our customer from such thefts. Our customer expressly agreed to a 60-day lock (“Transfer Prohibition Period”) on their domains when they changed the Registrant’s contact information.

Resolution:

GoDaddy in good faith upheld its agreements with our customer. Our customer agreed to revert the changes they made to the Registrant contact information. As such, we have lifted the lock and the domains are now available for transfer.

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

Kindest regards

Office of the CEO - GoDaddy

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• Website Builder Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxSince July 13, 2015 our customer has reached out to GoDaddy’s support teams for assistance with a website they had constructed using our Website Builder product.  Our customer had indicated visitors to their website in certain geographic areas were not able to view their site. GoDaddy's technical support staff has not been able to duplicate the problem and has worked diligently and vigorously to diagnose the problem experienced by our customer and resolve all technical issues they had experienced. On August 13, 2015 our technical support teams requested additional information from our customer to assist with troubleshooting the matter.  Specifically, our customer was requested to provide IP and connectivity information in the form of a traceroute, which displays the network pathway a computer utilizes to connect to a website.  To date, our technical support teams have not received the requested information.   RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  We ask that the complainant continue to work with our support teams to troubleshoot and attempt to address their technical concerns. We also appreciate the complainant’s candid feedback about our service levels and will ensure their concerns are fully reviewed by our customer care managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.Education:Our customer may find the following support articles helpful:Traceroutes on [redacted] -https://www.godaddy.com/help/traceroutes-on-[redacted]-3142Performing a Traceroute in [redacted] -https://www.godaddy.com/help/performing-a-traceroute-in-mac-os-x-3366GoDaddy Statement of Support –https://www.godaddy.com/help/godaddy-statement-of-support-9522Thank 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]Scottsdale, AZ 85260

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. The latest version of these agreements can be found at: [redacted]
On...

April 7, 2016, our customer purchased a Website Builder plan for three years. Included with this purchase was a free domain for the three year term.On July 19, 2016, our customer contacted GoDaddy to cancel the Website Builder plan and the domain. They were advised, per GoDaddy's refund policy, that the transaction in question is beyond refund eligibility.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
As a onetime exception to our refund policy, we have refunded the remaining time for the Website Builder after deducting our cost for the domain and the three months Website Builder was in use. While the domain was free to our customer with the purchase of Website Builder, GoDaddy still incurred a cost for the registration of the domain. GoDaddy has already provided the money to the Registry and we are unable to recoup these funds. Refund deductions for free domains are discussed in the terms agreed to by our customer.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,Stephen J[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.

Both domains were to be handled in exactly the same way with regard to transfer and parking/pointing.GoDaddy has failed to do this with one of the domains. Both are supposed to be parked with GoDaddy.I have requested GoDaddy make the appropriate corrections and they have failed to do so.Consequently, the failure to park the domain properly is resulting in attempts by third-party companies to sell my domain.See the attachments to see the correct domain handling and the incorrect.

Regards,

Thank you for the opportunity to address the additional concerns presented by our customer.The information available does not support our customer’s claim that they requested to not renew when GoDaddy’s care team contacted them via phone on April 22, 2015. Again, GoDaddy proactively sent renewal notices prior to the expiration dates each year informing our customer their hosting would be renewed in accordance with their account settings unless additional action was taken.While we understand this is a frustrating situation for our customer, ultimately, account management is a customer responsibility.  As a one-time exception to GoDaddy’s refund policy, we have refunded the most recent renewal, a total of $68.28.  The renewal from 2015 is not refund eligible.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

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

• Workspace Service Agreement

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

GoDaddy appreciates our customer's candid feedback and will ensure that any training opportunities that may exist with our staff are addressed with our customer care managers.

On June 22, 2014, our customer, or another party with account level access, deleted the email address in question. On June 23, 2014, our customer contacted support because their email was not working. Our support staff, after determining that the address had been deleted, recreated the address on behalf of our customer.

The internal information being requested by our customer can only be obtained via subpoena. They may wish to review our subpoena policy located at:

Resolution:

GoDaddy sincerely values our customer's business and has acted in good faith in upholding the agreements with them.

The email was not deleted by GoDaddy and we cannot absorb the cost of the customer's client bill and have no agreement in place with the customer to this end. GoDaddy offers 24/7 technical support to our customers to assist them with their accounts however, if the customer does not contact us we have no opportunity to help prevent these kinds of errors from being made by someone logged into the account.

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] 

[redacted] Phone

[redacted] Fax

Thank you for the opportunity to address the additional concerns presented by our customer. As previously mentioned, GoDaddy does not compensate our customers for utilizing third party support in an attempt to resolve issues with that company’s products. Our customer repeatedly indicated issues with Verizon.net email within Microsoft Outlook. GoDaddy’s 24/7 support teams would be more than happy to assist with any technical issues our customer may be experiencing with GoDaddy products or services.  They are available via phone at ###-###-####.Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,Terri 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.[I would accept this resolution if the company had not sent me an email, that day, stating it was going to be gone if I did not pay my bill, I clicked to pay it, and it was already gone. Why did they delete files then send me an email claiming this was my last chance to pay it. If I had went the day after the email date to pay it and discovered it was gone then that would be my fault, however I went that day. The email was send at 4am and I attempted to pay around 6am that very day. The email claimed I still had one chance when in fact the product had already been deleted, which is my major complaint. This is false information provided by the business. If you are going to delete something then do it after you have sent the final warning, not before. I had been in the hospital and had an emergency c section, I had complications and almost passed away. I did not know the bill was past due because I was unable to get to a pc or check anything, I was more concerned with my health, this is not the fault of the company, however when I go and check my email I received one saying I could still pay. This was not the case when I loaded my account. I spoke with someone that very day about it too and when I asked why they sent an email stating I could still pay when I in fact could not, there was no real reason given just a simple "I'm sorry". That in my opinion is bad business, they need to honor that email for the day it was sent!!!!]

Regards,

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

business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Hosting AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxGoDaddy has worked vigorously to resolve all technical issues the complainant has experienced. Furthermore 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. The complainant has requested assistance outside of our agreed Statement (and scope) of Support. Additionally, GoDaddy support teams have provided timely and proper information to the complainant regarding our products and services.EDUCATION:The complaint can find information regarding GoDaddy’s Statement of Support on the page referenced in this link: https://support.godaddy.com/help/article/9522/godaddy-statement-of-supportThank 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention. We have reviewed the complainant's additional comments to which we would like to present the following.

As stated in our previous response, our email services have performed as expected. We will stand by our goodwill gesture offer of Email Essentials or Business Essentials for a one month term at no cost. Should our customer wish to accept they may contact us directly at ###-###-#### or via email [redacted]@GoDaddy.com.

Thank you for the opportunity to bring clarity to this matter.

Best Regards,

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

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

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

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:•    GoDaddy Universal Terms of Service Agreement•    GoDaddy Hosting Service AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn March 19, 2012 our customer purchased an Economy Shared Hosting Plan for a one year term via their online GoDaddy Account. The Hosting Plan was subsequently auto-renewed for one year per our customers account preferences on March 19, 2013. Our customer called GoDaddy customer care on March 19, 2014 and during the call renewed the hosting and a domain name for an additional year.Per our customer’s account preferences, GoDaddy attempted to renew the hosting plan but were unable to do so as the bank associated with the payment method declined the request.GoDaddy sent notifications of our attempt and billing failures on:•    March 19, 2015•    March 29, 2015•    April 8, 2015Account management is a customer responsibility. On April 8, 2015 the hosting plan was cancelled due to non-payment. On April 30, 2015 our customer contacted GoDaddy’s customer care team to request an attempt to restore the hosting content. Our customer spoke with a supervisor who offered a goodwill gesture to waive our $150.00 restore fee.  GoDaddy does not provide hosting content recovery as a service but instead we will attempt to recover content as a disaster recovery process and cannot guarantee the content can be restored. Our Hosting Agreement, includes customers should be creating and saving independent backups of their website content.During the call, our customer also purchased a new hosting plan for the files to be placed if they were able to be recovered. GoDaddy’s hosting team worked diligently and vigorously to attempt a full content recover but were only able to recover our customer’s database which wasplaced in their active hosting plan. Our customer was notified of this on May 1, 2015 via email notification. On May 1, 2015 our customer contacted GoDaddy customer care and spoke with a supervisor again who explained no content could be recovered. The supervisor offered a full refund of the newly purchased hosting plan if  the customer chose to cancel the plan. However, our customer  declined this offer. Account management is a customer responsibility which includes maintaining backups of their websites. GoDaddy provided 10 days of live site service without payment and 10 additional days of suspended site service prior to cancellation of the hosting plan.RESOLUTION:  GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.We would like to stand by our previous offer of a full refund should our customer wish to cancel their hosting plan. Once the hosting is cancelled they may follow up with our office directly at [redacted]@GoDaddy.com or ###-###-####. Alternatively, they can also reach out to our 24/7 customer care who can also assist with the refund at ###-###-####.EDUCATION:The following GoDaddy Support article will be helpful in the future to our customer regarding managing product renewals. Managing Renewals for Products and Serviceshttps://support.godaddy.com/help/article/725/managing-renewals-for-produ...⇄ 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 the complainant. We have reviewed this matter and would like to present the following.The complainant acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:• GoDaddy Universal Terms of Service Agreement• GoDaddy Domain Name Registration Agreement• GoDaddy Website Builder AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn August 8, 2015 during an online transaction the complainant purchased a Business Website Builder plan for a one year term. The promotional offer the complaint selected for this purchase included a domain name, Office 365 Starter Email and SSL Certificate. The complainant has expressed dissatisfaction with their websites rankings in various search engines and requested a refund. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. The GoDaddy products the complainant purchased are working as expected, furthermore their website is listed in major search engines such as Google, Bing and Yahoo. They can see this online by simply visiting Google or Yahoo and searching for “site:exampledomain.com” removing the quotation marks and replacing exampledomain.com with their actual domain. Google, Bing and Yahoo have all indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.The complainant may wish to add GoDaddy's Search Engine Visibility to their Website. Search Engine Visibity is a do-it-yourself tool that improves a website’s Search Engine Optimization (SEO). It helps you raise the website’s rank on search engines, to drive more traffic to a site, and improve the website’s visibility on the world’s top search engines like Google®, Bing® and Yahoo®.Should the complainant desire to cancel their GoDaddy products we will be happy to provide a refund for the time remaining on the services as an In-store credit in accordance with our Refund Policy. EDUCATION: The following GoDaddy Support articles may be helpful in the future to the complainant for managing their GoDaddy products and services:Set Up Search Engine Visibilityhttps://www.godaddy.com/help/set-up-search-engine-visibility-15825Canc...⇄ Productshttps://support.godaddy.com/help/article/7468/canceling-productsRefund 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.Best Regards,John M[redacted]Office of the CEO - [email protected][redacted]

[redacted]###-###-#### Phone###-###-#### Fax

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. The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspx...

On March 29, 2013, our customer purchased an Unlimited Workspace Email plan with 10 additional mailboxes via online transaction.On March 29, 2016, per our customer's account preferences, GoDaddy was instructed to automatically renew the email plan and additional boxes in question.GoDaddy sent renewal notices prior to the expiration date, including on March 19, 2016.  These notices informed our 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 with our customer in good faith and honored its terms of service.Our customer did not contact GoDaddy’s customer care center regarding this charge until May 6, 2016.  As customer’s are provided a 30-day window to receive refunds on annual plans per GoDaddy’s Refund Policy, our customer was correctly informed the transaction was non-refundable.  Our customer disabled the automatic renewal feature for this product at that time.We encourage our customer to continue to take an active role in reviewing and managing their account settings to prevent further unwanted renewals.  The following links should be helpful to our customer:Turn Off Auto Renew:https://www.godaddy.com/help/turn-off-auto-renew-20008Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ you again for the opportunity to address 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 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* Workspace Service AgreementThe latest version of this agreement and other legal agreements may be found at: http://www.godaddy.com/legal-agreements.aspxOn December 3, 2014, our customer contacted GoDaddy support staff for assistance with setting up their GoDaddy email on a mobile device. Our customer was provided correct information and stated they would call back as needed.On December 11, 2014, our customer contacted our support staff because they were unable to send email from their mobile device. Our customer was again provided the correct settings. Additionally, our customer confirmed that sending email from their computer worked properly.Since our customer indicated that they were using the correct settings, along with the acknowledgement that they could send email from their computer, it was suggested that the issue may lie with the mobile device. Our customer indicated that they would visit their wireless provider. There has been no further contact with GoDaddy support staff.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.We understand the issue with their mobile device is frustrating, however, the email service provided by GoDaddy is working as intended. GoDaddy makes no warranties regarding the use of third party devices.We sincerely appreciate our customer’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.Education:The customer might find the following support articles useful.Making Sense of Email Clients: Desktop and Mobile[redacted]Finding Your Email Program's Settings[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 - GoDaddy[redacted]###-###-#### Phone###-###-#### Fax