GoDaddy.com

After learning today that my "Private" registered personal information has been leaked by Godaddy.Com I contacted Godaddy by phone on 1/14/14 around 11-11:30 a.m. and spoke with "[redacted]" in Inbound sales.

after explaining in detail my concerns,

-"[redacted]" belittled my concern stating that info made public didn't matter as it was available thru other registered domains anyways.

-He faulted me for not making the domain "Private" (though it is) when I originally set it up.

- and denied transferring me to a supervisor or another dept. for assistance when I asked to speak with someone else.

This domain was purchased Internationally thru a Premium Paid Godaddy domain purchasing service which cost me a approx $800.

I asked to speak with someone in that dept. to which [redacted] laughed "I am that dept. too".

Before getting off the phone I admit loosing my temper when I told him that I would be calling back to speak with someone "knowledgeable" and he said that maybe one day I would "wake up".

Please Instruct me on how to properly file this complaint with Godaddy.Com. with a follow up contact from someone who can assist me with this issue.

Dear Dispute Resolution Consultant,

We have reviewed our customer's additional comments and would like to present the following.

GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  Per GoDaddy's agreements with our customer, Go Daddy must attempt to first submit the refund to the original payment method used in a transaction.

GoDaddy has submitted the refund to our customer and the issuing bank associated with the payment method used has not rejected or returned those funds.   

The customer may wish to contact the financial institution to inquire how they handle funds returned to an account that may have been terminated. Only in the event the refund request is denied by our customer's financial institution may GoDaddy issue the refund in the form of a check.

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

Kindest Regards,

Office of the CEO – GoDaddy

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.

Regards,

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

[redacted]On December 28, 2014 our customer purchased 6 domains names; five for 1 year each and one for 2 years. Per our customer's account preferences, GoDaddy was instructed to automatically renew 3 domain names on December 29, 2015 and 2 domain names December 30, 2015. GoDaddy did so in a good faith effort to honor its agreements with the customer. The remaining domain name had not come due for renewal.On January 10, 2015 our customer purchased a Website Builder Personal plan for 1 year. Per our customer's account preferences, GoDaddy was instructed to automatically renew the service in question on January 20, 2016 and did so in a good faith effort to honor its agreements with the customer.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Contrary to our customers understanding none of their products started as a free trial or were billing on a monthly basis. Our customer accessed their account and canceled all products and services on April 18, 2016, at which time they also requested an account deactivation. At this time the account in question is empty and locked.None of the transactions which have taken place within the account are eligible for refund.Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Terri H[redacted]Office of the CEO - GoDaddy

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Dispute Resolution Consultant

Thank you for bringing 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

• Hosting Agreement

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

The hosting service our customer is utilizing allows for unlimited storage space, however, as outlined in the terms they agreed to, there is a limit on the total number of files allowed. This limit is imposed to minimize the risk to the stability, performance, and uptime of the server.

Our customer exceeded their file limit due to undeliverable email that was being sent from their website. Email that cannot be delivered typically produces a bounceback email. In our customer’s case, these emails were stored in a folder on the server and accounted for a large percentage of their file usage.

Resolution:

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

To assist them in remedying this issue, our support staff has removed a significant number of these email files. By doing so, our customer should now be able to access the server to remove the remaining files. Should they need help in locating these files, our 24/7 support staff can assist them.

Additionally, our support staff has modified the server settings in an attempt to minimize a possible recurrence of this issue.

Should our customer still wish to cancel their hosting service, they are eligible to receive an InStore credit upon cancellation for any remaining time on their plan. Per GoDaddy’s Refund Policy, they are not eligible for a refund due to the time that has elapsed since the date of purchase.

We do want to thank our customer for their candid feedback regarding our support options. While web support is still available in the form of support articles, email support was discontinued due in part to feedback from our customers. The support options available at https://support.godaddy.com provide significantly faster response times to our customer’s needs.

Education:

The customer might find the following articles useful.

How do each of cPanel's resources affect my site?

https://support.godaddy.com/help/article/9323

Refund Policy

https://support.godaddy.com/help/article/8849

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

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 agreed to the following agreements upon...

conducting business with GoDaddy:

• Universal Terms of Service Agreement

• Hosting Agreement

The latest version of these agreements may be found at:

Our customer had been notified that the content of their hosting account was adversely impacting the integrity and performance of the shared server they were utilizing.  They were required to reduce and maintain their account-wide and per-directory file/folder counts within acceptable thresholds or face suspension. We understand that this situation is most likely not intentional.  However, we must protect the shared hosting environment which our customer's hosting plan resides.

During a customer requested migration to another type of hosting plan GoDaddy offers, problems occurred which were a direct result of our customer's improper hosting directory structure.  As a courtesy, GoDaddy's hosting administrators staff worked vigorously to restore our customer's non-compliant website from our backups to the state prior to the initial migration, which has since been completed.

RESOLUTION:

GoDaddy upheld its agreements with our customer in good faith, and honored its terms of service.

Our customer's hosting account continues to adversely affect our shared hosting environment. Our hosting administrators have provided our customer with specific details regarding the improperly configured directories within their hosting account which exceed the allowed file/folder directory count.

Our hosting administrators will review our customer's hosting account again on Wednesday, April 16, 2014. If our customer has not resolved their improperly configured hosting directory structure and file/folder counts which are not in compliance with our Hosting Agreement, the account will become eligible for suspension.

Thank you 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 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•    SSL Subscriber AgreementThe latest version of these agreements can be found at: [redacted]

On October 17, 2014 the complainant purchased a Standard SSL certificate for a one year term.  This was for the service period ending October 17, 2015.On May 20, 2015, the complainant accessed their customer account and canceled the SSL Certificate from within the 'Payments & Renewing Items' section, which canceled the ability to renew the service in question at the end of its term. A SSL certificate is not completely canceled or removed until it is revoked. As the complainant did not revoke the SSL certificate, the service remained active.SSL certificates are issued in yearly incremental service periods.  Per GoDaddy’s refund policy, after 45 days of purchase, remaining years on a revoked SSL certificate may be refunded to In-Store Credit.  As the complainant purchased the SSL certificate for a one year term, the SSL certificate would be non-refundable.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.The certificate in question is active and functioning as intended.  Due to the cancellation of the renewal ability the complainant would have to purchase a new SSL certificate at the end of the purchased term if they intended to continue to use GoDaddy’s SSL products.The complainant can access, manage, and download their SSL certificate directly via [redacted]If the complainant wishes to utilize the SSL certificate with another hosting provider, they may be able to rekey the certificate in question.EDUCATION:The following help center articles may be useful to the complainant for future reference:Rekey Certificate:[redacted]Working with SSL Certificates:[redacted]Refund Policy:[redacted]Thank you again for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy[redacted]

I attached the proof that the error is in your server 100%, always Godaddy wash the hands .

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 our Quick Shopping Cart service, our customer acknowledged and accepted the following...

agreements:• Universal Terms of Service Agreement• Quick Shopping Cart AgreementThe latest version of these agreements may be found at:[redacted]

Quick Shopping Cart is a service which GoDaddy provides where our customers may construct an online store to sell their products or services.  Customers that wish to accept credit cards as payment must also utilize a Merchant Provider.  It appears credit card payments for products that were purchased via our customer's online store were disputed by their customers. Resolution:GoDaddy has upheld its agreements in good faith with our customer. GoDaddy has no affiliation with our customer's online store other than being the service provider.  Ultimately, this is a dispute between third-parties; our customer, their customers and the Merchant Provider. GoDaddy will not become involved in third-party disputes. Thank you again for the opportunity to address the concerns presented by our valuable customer.Kindest regards,[redacted]Office of the CEO[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.

You sold me a product without disclosing that because my website was "adversely affecting your server" my website would be down. Your service terms do not apply, because you misrepresented your product and told me that my website would improve when in fact it had the exact opposite affect. You lied to me and my issue was more than a hosting migration issue. You misrepresented yourself by migrating my website when it was "adversely affecting your server". Product liability occurs when the manufacturer or seller of a defective product allows that defective product to get into the hands of a consumer. When a manufacturer or seller misrepresents a product, that misrepresentation can be the basis for a product liability action.

Your product failed to warn me of the risk. The salesperson stated that your product was excellent when your company knew full well that my website was "adversely affecting your server. This goes beyond your terms and falls into the category of misrepresentation, and fraud. You also lied about the affect migrating would have on my website.

Regards,

Thank you for the opportunity to address the concerns presented by our customer. We would like to present the following:Our customer acknowledged and agreed to 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 February 15, 2016, our customer registered a domain name for a one year term via online transaction.  Our customer’s transaction was flagged for review by our Verification Office, and an email was sent to the email address on file requesting verification of the transaction with proper, legible credentials. Our goal is to reasonably ensure that the owner of the payment method has authorized the transaction(s).  GoDaddy takes customer security and our commitment to preventing fraud very seriously.  RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.As the appropriate information requested by our Verification Office was not received in a timely manner, the account in question was administratively locked on February 28, 2016.  Additionally, the transaction has been refunded in full to the original payment method, and the domain name registration removed from the account.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Mike L[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 did not receive a voicemail from the godaddy and I was assured by the representative I did talk to that she would contact me before the domains expired. I would like to renew said domains for the standard rate and not be coerced into paying more due to godaddy's interest in generating profit on them through an auction. I had every intention of renewing those domains. 

Regards,

Dear Dispute Resolution Consultant,

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

As previously stated, GoDaddy has already absorbed the cost of services that were the customer's agreed responsibility to renew and cannot continue to do so.

As a final courtesy, GoDaddy has provided the customer with an in store credit of $30.00 which they may apply to the redemption of their domain names. This is a final courtesy. GoDaddy cannot continue to absorb the cost of any customer's services which are their agreed responsibility.

Thank you for the opportunity to address and bring clarity to the additional concerns presented.

Kindest regards,

Office of the CEO

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.[Provide details of why you are not satisfied with this resolution.]Sir,The argument of the Business (GoDaddy.com, LLC) clearly states that an error took place in their internal process while registering the domain in my name ([redacted]). Because of the error, either on the part of the "numerous third partysystems" through which Godaddy makes its multiple inquiries or on the part of Godaddy itself, I was able to successfully register the domain name ([redacted]).Thus, my argument being that the domain name should not have been shown as available for sale in the first place.If the business is right in its stand, then it will become extremely difficult for consumers to purchase a domain name. Since, a domain will be available for sale at one moment and after successfully completing the transaction with consideration a notice will appear which will indicate the registration has been unsuccessful. Followed by a refund initiation. Which is clearly the example of my case. Hence, I completely disapprove the Business's stand and request Revdex.com to take appropriate action in this regard.Regards,[redacted].

Regards,

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Refund policy impossible to meet:
April & May After several phone calls with Dave W[redacted] explaining what we wanted he showed me an example of what our website and our online store would look like. What he showed us was great.
May 23rd I emailed him to call me so we could move forward.
May 24th Dave called and I purchased as a package everything that he suggested we needed to make our website work. $5876.08
June 3rd My assistant spent 4 hours on the phone with the design team, explaining again what we wanted.
June 13 she spent another 2 hours on the phone to explain AGAIN what we wanted 
Jun 28 I got an email saying our website was ready for initial review, already past their 30 day cancelation policy.
June 29th we requested changes to be made that were not completed. Go Daddy wanted to roll out website anyway. 
Jul 6 I got an email stating the changes that were to be made it would take 5 days.
Jul 18 I emailed them asking to review the changes
Jul 20 I called so we could review the revisions, they could not find our account, they finally located our account but nothing had been changed, they wanted another $180.00 to fix what they were suppose to have already revised.
Jul 20 I had enough, I decided to cancel everything, they said they would only refund a portion of the total cost because they had x amount of hours invested in the design already. I had several phone calls in trying to reach a solution with no success.
Aug 15 I called to see where my refunds where at, I was told it would take 2-3 days for them to show up. It was going on four weeks.
Aug 15 -16 I started seeing Refunds
Aug 19 I got an email stating they canceled the Online Essentials but did not issue a refund ($1258.20)

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* Website Builder Service AgreementThe latest version of these agreements can be found at: [redacted]On May 12, 2014, our customer purchased a Business Website Builder plan and a Search Engine Visibility plan for a one-year term via an online transaction.  This is for the period ending May 12, 2015. On May 12, 2015, per our customer's account preferences, GoDaddy was instructed to automatically renew the services upon expiration and attempted to do so in a good faith effort to honor its agreements with the customer.  However, the customer's financial institution declined payment and our customer was notified of the failed transaction via email.GoDaddy sent a renewal notice prior to the expiration of these services on May 2, 2015.  This notice 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.On both May 12, 2015 and May 13, 2015 respectively, members of our Customer Care team attempted to connect with our customer to discuss the failed renewal attempts and provide any account assistance that may have been requested. Both attempts to connect with our customer were unsuccessful. Go Daddy participates in card updater services supported by our customer’s credit card provider which may automatically update expired payment methods without our customer taking any action. These practices are discussed within the Universal Terms of Service Agreement referenced above.On May 21, 2015, per our customer's account preferences, GoDaddy successfully renewed the Search Engine Visibility service in question for another one-year term and did so in a good faith effort to honor its agreements with the customer.On May 22, 2015, per our customer's account preferences, GoDaddy successfully renewed the Website Builder service in question for another one-year term and did so to honor its agreements with the customer.Our customer did not contact our Customer Care teams prior to submitting their correspondence to the Revdex.com.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  Specifically, GoDaddy renewed our customer's services upon expiration per their account preferences.Our office has been unsuccessful in connecting with our customer to discuss their concerns. The Website Builder and Search Engine Visibility services in question are currently eligible for a refund per our Refund Policy, provided our customer cancels the services within 45 days of the renewal date. Our Customer Care team is available at ###-###-#### or by chat by visiting [redacted] should our customer require assistance with cancellation of the service and to request a refund.EDUCATION:For future reference, our customer may find the following support articles helpful:Canceling Products -[redacted]Managing Renewals for Products and Services - [redacted]Refund Policy - [redacted]Thank you for the opportunity to address and bring clarity to the concerns presented by our customer.Best Regards,[redacted]Office of the CEO - GoDaddy

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

Companies must sometimes make the difficult decision to cease (“end of life”) a particular product or service for various reasons, such as offering next generation products/services, or original manufacturers no longer supporting products. On May 12, 2015, our customer was notified of GoDaddy’s decision to “end of life” the free hosting service they are utilizing.  This notification provided our customer with 37-days’ notice of the discontinuance of this hosting service to allow them time to migrate their hosting files to another hosting plan. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Our customer was provided with a customer-specific code for an Economy hosting plan for a one-year term at no charge. Which they decided to not take advantage of. The domain name that automatically renewed on September 18, 2016 and was cancelled on the same day and is in the refundable timeframe. We have refunded the renewal amount for that domain and it should appear within the customer’s account within 5-7 days. Thank you again for the opportunity to address the 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 our 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• Domain Name Registration Agreement• Domain Name Proxy AgreementThe latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn April 30, 2012 our customer purchased three domain names with our Protected Registration and did so via an online transaction.  More recently, on May 13, 2014 these services were automatically renewed per our customer’s account preferences. GoDaddy sent renewal notices prior to the renewal on:• January 31, 2014• February 28 2014 • March 2, 2014On December 16, 2014, the customer contacted GoDaddy’s support staff to remove the protected registration. Our representative then provided correct instructions to cancel the Protected Registration. Our customer has completed the process of removing the Protected Registration service from their domain name.  They may now cancel the domain name registration from within their accountOne of the features of our premium Protected Registration service is to protect against the cancellation/expiration of the domain name. Domain names which have this service cannot be canceled until the Protected Registration is canceled. This is done by way of submitting a valid government issued ID, Business ID if applicable, and a signed form to our Domain Services Department.RESOLUTION:GoDaddy has upheld its agreements in good faith with our customer and honored its terms of service.  The Protected Registration service functioned as advertised; keeping the domain from being canceled without proof of identification.As a goodwill gesture, we have refunded our customer the protected registration charge. However, the domains themselves are no longer refundable.EDUCATION:The following GoDaddy Support articles will be helpful to our customer in disabling automatic renewal and/or canceling an unwanted product:Managing Renewals for Products and Services - https://support.godaddy.com/help/article/725/managing-renewals-for-products-and-...⇄ Products - https://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 our valued customer.Best Regards,[redacted]Office of the CEO - GoDaddy[redacted]@GoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone###-###-#### Fax