GoDaddy.com

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 AgreementThe latest version of this agreement and other legal agreements may be found at: [redacted]On November 18, 2014, our customer contacted GoDaddy support staff to report an error when trying to pull up their website. After extensive research and troubleshooting, it was determined that the error was caused by one of our customer’s files, specifically, the code within the file. The hosting service provided to our customer was working as intended. Our customer was advised to review their code as we do not offer support for custom scripting. During subsequent interactions, our customer was again advised that the issue was with their coding. It appears our customer did not follow through with the suggestions from our support staff.Resolution:GoDaddy values our customer’s business and acted in good faith to uphold its agreements with them.Our customer has since canceled their hosting service. A refund has been issued to our customer in accordance with our Refund Policy.Education:The customer might find the following article useful.GoDaddy Statement of Support[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

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.The response did not offer a resolution. I referred me to a webpage including links to about 17 documents and another link to their and [redacted]'s advice on how to use the courts to regain control, implying the answer might be included somewhere in these--but it couldn't possibly be. My complaint was that GoDaddy refused to provide me any option but to include a business license or similar document proving I (or [redacted]) was a business before they would transfer my domain to me. As I informed their Domain Services team twice previously, this condition was impossible for me to fulfil and instead of providing me a reasonable alternative that a non-profit organization could fulfil, they just kept repeating the same impossible requirement. I finally guessed what documents might help and sent them and now have my domain back. BUT I am still out $225 CDN for our Q4 payment to our website service company, [redacted] (see "Minimum quarterly amount of $225 (3hrs – Normal)" on the uploaded "[redacted]_Jan01-2014_Dec31-2014-signed.pdf". We were unable to have that work done because we could not give Big Pixel access to our site, and we couldn't do that because of GoDaddy's intransigence in not providing a possible solution early in December, 2014, when I first requested transfer of the domain to my account. Because of the stone-walling and obfuscating reply from their [redacted], I have no hope that they'll fix their procedures so this can't happen to anyone else, or that they'll issue an apology, but I believe they should compensate me for this loss.

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.The complainant had provided account access to a third party. To regain access to the account, the complainant was required to provide documents showing ownership of the account. As a business was listed on the associated account, which is an optionalfeature the complainant choose to include, supporting documents were required. Both account management and security are customer responsibilities. While we understand the complainant had frustrations with the process to regain control of the account, we are unable to provide compensation for money owed to a third party. Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Best regards,[redacted]Office of the CEO – GoDaddy[redacted]Scottsdale, AZ 85260###-###-#### Phone

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  Our customer contacted our support team after they had completed their online purchase transaction. We will honor any valid promotional offers that our customers receive from GoDaddy, provided the offer is entered prior to completing the transaction. GoDaddy is unable to provide our customer with a retroactive discount.  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

Godaddy was informed on November 14, 2014 that I did not want any items auto renewed. I clearly stated these facts upon the original purchase. Furthermore,  I have indeed contacted Godaddy on November 13 & 14 and the calls were recorded. Upon the recording the company representative stated that the products were auto renewed by mandatory statues. This was not clarified upon the original purchase and by investigation of this matter determined more than 280 complaints with the BBC, many of which stating the exact same claims as I have presented. Also, Godaddy is requesting a government issued ID or notarized affidavit for proof before cancellation, but there was no proof needed as to the origional purchase, nor was any proof needed for the renewal of the products.  Godaddy is unable to provide proof of who purchased the products. The company also freezes credit card information on their website so they may retain unauthorized payments. This is not the first time the representation of Godaddy has "auto renewed" a product in my account. None of the products purchased on November 14, 2014 were ever used and there was no reason for auto renew on my behalf.

Thank you for the opportunity to address the concerns presented by the complainant. The complainant is not a GoDaddy customer, nor has GoDaddy entered into any relationship or agreements with the complainant.On July 20, 2016, the complainant contacted GoDaddy regarding email notices...

they were receiving for a domain name they do not own. During this interaction, the complainant acknowledged the domain registrant as someone they know. The complainant’s email address was listed as the contact email for the domain when it was originally registered.  RESOLUTION:The complainant indicated that they would not be able to contact the domain registrant to have their email address removed as the contact address. Per GoDaddy's Domain Name Registration Agreement which all customers that register domain names with GoDaddy must acknowledge, domain name contact information must be kept in a current and accurate status.GoDaddy takes its commitment to consumer protection very seriously and the appropriate teams are working to resolve the complainant’s concerns. Specifically, GoDaddy’s Domain Services team has reached out to the registrant and requested they update the information present on the WHOIS directory. If the registrant fails to do so, GoDaddy will take further action.We thank the complainant for their patience while we work to resolve this matter for them. Until the registrant updates the contact email address or the domain is suspended, it is possible the complainant may receive some additional email notifications regarding the domain.Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[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.  
On 11/28, I contacted customer service again, and this time they were able to assist me in cancelling my backorder and refunding the money.

Regards,

A GoDaddy customer service rep called us to offer to renew our services for our commercial website. The agent was extremely aggressive about asking for our sales numbers, how much our wholesale cost on products is, asking for our percent markup etc. The agent also discussed other peoples businesses with us. We found this to be an extremely unprofessional conversion as none of these questions were relevant to the conversation or the products offered. We certainly may be incorrect in our assumption but it seemed very much like the agent was trying to extract private and sensitive information for his own, or a friends personal gain.

We will no longer host through GoDaddy after speaking with this agent.

Thank you for the opportunity to address our customer’s additional concerns. Contrary to our customer’s understanding, GoDaddy’s customer care team offered to merge our customer’s multiple GoDaddy accounts during an interaction on July 21, 2016, which our customer accepted.  Additionally, our customer care team confirmed renewal dates of domains in the merged account.Again, the domains in question are non-refundable.  GoDaddy uses a third-party check processing company, Certegy Check Services, Inc. for check transactions. In these transactions, Certegy supplies funds to GoDaddy for the services rendered and collects the funds directly from the customer.  GoDaddy processed our customer’s refund on August 26, 2016. Certegy may hold those funds for up to 10 days while Certegy determines if there are outstanding claims to those funds. If Certegy finds an outstanding claim, all or part of the refund will be applied to what is owed. Otherwise, the funds are released back to our customer’s financial institution by the 11th day.If our customer did not receive the funds by the 11th day after the processed refund, they will need to contact Certegy directly. We have provided their contact information below for our customer’s convenience:Certegy Contact Info:U.S. and Canada Customer Care###-###-####[redacted]Our customer can utilize the Paynet Transaction ID for the original order and refund, which has been provided to them by our office via email.All applicable refunds have been processed by GoDaddy.  We encourage our customer to review and manage their account settings to prevent further unwanted renewals.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

I am sadden by this untrue statement go daddy has never contacted me im sure they are aware of this from pulling the calls I have contacted them each time it is now Sept 22nd 2016 I still have yet to receive a call from go daddy or one of its reps if I do not get a response I will have no choice but to reach out to my local news station help me Howard.
 
thank you

Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer.In our initial response to the Revdex.com dated August 26, 2015 we indicated that we were unable to duplicate our customer’s issue at that time. We also offered to troubleshoot the matter further if our customer provided us with IP and connectivity information in the form of a trace-route.  Once GoDaddy received the requested information from our customer we identified the issues and took steps to correct them.  GoDaddy’s technical support staff worked vigorously to diagnose and resolve all of the technical issues our customer experienced, which was ultimately resolved on September 30, 2015.  As a gesture of goodwill, GoDaddy has provided a one-year renewal to our customer’s website in question. Thank you again for the opportunity to address and bring clarity to the additional concerns presented by our customer.Regards,[redacted]Office of the CEO - GoDaddy[redacted]Scottsdale, AZ 85260

Dear Dispute Resolution Consultant,

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

Our customer has had full control over their renewal settings; account management is their agreed responsibility.  At no time has GoDaddy restricted access to their account. GoDaddy sent multiple notices to our customer prior to each product renewal which allowed them time to adjust their account preferences.  Furthermore, upon the completion of each transaction, an order confirmation was sent to our customer.  

The customer made 3 annual payments for the service in question as follows:

1)     An initial annual payment in Jan. 2012, this payment was for the service period ending Jan. 2013.

2)     In Jan. 2013 our customer's account preferences instructed GoDaddy to renew the service automatically for a one year term and we did so in a good faith effort to honor our agreement with the customer. This was for the service period ending Jan.  2014.

3)     In Jan. 2014 our customer's account preferences instructed GoDaddy to renew the service automatically for a one year term and we did so in a good faith effort to honor our agreement with the customer. This was for the service period ending Jan. 2015.

 

GoDaddy made a goodwill exception to this customer by issuing a refund to them on their 2014-2015 product renewal. Please reference item 3 above. If GoDaddy makes additional refunds to the customer (either item 1 or 2) this in fact provides the customer with prior annual service at no cost when GoDaddy did in good faith service the customer in both periods 2012-2013 and 2013-2014.

Also, by refunding the customer in June 2014 for the 2014-2015 service period the customer not only received a refund for the 2014-2015 service period but also had use of the service for 6 months at no cost.

GoDaddy has honored its agreements with our customer and provided the customer with service and monetary exceptions.

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

Kindest regards,

 

Office of the CEO - GoDaddy

[redacted]@GoDaddy.com

There should be a ZERO STAR just for this type of company. They are complete frauds. They tried to automatically charge me for extra storage for my free email address even after I told them to turn it off. When the auto charge for the extra storage to my free emails didn't go through the deleted all the emails that had the extra storage for no reason and didn't even let me know that this had happened. Spoke to a "customer service supervisor" named [redacted] in their AZ offices who basically berated and insulted me while trying to defend these business practices. I'm shocked that instead of apologizing for destroying all my emails for no reason and not letting me know of it; he basically said I should of known this and its my fault.
I am filing a formal complaint to the company and to the attorney general. This company can care less about their customers and the complete lack of moral and ethics of business.
ZERO STARS FRAUDULENT ACTIVITIES

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.On July 20, 2015, our customer purchased cPanel hosting for three...

years via an online transaction. GoDaddy has no record of contact with our support team to discuss our hosting services prior to this purchase.On November 3, 2015, our customer contacted our support team for the first time regarding the concerns they had with the hosting service. While there was no request to cancel the hosting during this interaction, by this date, the service was no longer refundable, per our refund policy.On August 3, 2016, our customer contacted our support team to cancel the hosting service and request a refund. Our customer was advised the hosting service was no longer eligible for a refund. At this time, the hosting remains active and is working as intended.RESOLUTION:GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.Per GoDaddy's refund policy, the transaction in question is beyond refund eligibility. From what we understand, our customer may have been using a design application that was not suited for the type of hosting purchased. If our customer intends to purchase hosting that is appropriate for their needs, we will provide a credit for the time remaining on the current plan as a onetime exception to our refund policy and apply it towards the purchase of a GoDaddy hosting plan that provides them the resources they need. Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,Stephen J[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.Our customer 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: [redacted]On March 6, 2014 our customer registered a domain name for a one-year term. This is for the period ending March 6, 2015.On February 26, 2015 our customer renewed their domain name for another one-year term and also purchased additional services via an online transaction.  On February 27, 2015 our customer contacted our billing teams and requested a cancellation of their latest transaction, including the domain renewal.   The products purchased on February 26, 2015 were canceled, including the domain name registration, and a full refund for the transaction was provided as the complainant requested.RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  Our office has been in contact with our customer to discuss their concerns and appreciate their feedback.  We have assisted our customer with regaining the registration of their domain name, which is active within their GoDaddy account.  If our customer requires assistance with the management of their domain or any other aspect of their account, they can contact GoDaddy’s 24 Hour Customer Care Center at ###-###-####.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

Dear Dispute Resolution Consultant

Thank you for bringing this matter to our attention.

 

GoDaddy has millions of email customers and the vast majority have no problem utilizing our services with Android devices. We sincerely wish the package purchased worked for this customer and apologize for any inconvenience this incompatibility may have caused them.

 

Android is an Open Source Operating System, the applications that can run on Android devices are subject to variation from manufacturer to manufacturer. The devices can also vary from user to user depending on how they have configured their phone and/or any applications they may have installed that might interfere with communications such as email. We are not placing blame on the customer but rather simply stating technical insights.

 

If the customer wishes to attempt to use our email services again in the future with another mobile device, we will provide the same plan to them for one year at no cost. If they wish to accept this offer they may contact our office directly.

 

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

Kindest regards,

Office of the CEO

Thank you for the opportunity to address the additional concerns presented by our customer.We stand by our previous response.  The .FM extension requires an authorization code which was provided by GoDaddy’s ccTLD processing team. The authorization code was provided and the customer was able to transfer the domain in question to their new registrar with the time added during their renewal included with it.Domain name renewal refunds cannot be provided unless the domain is cancelled as outlined in GoDaddy’s refund policy: [redacted]We will review our customer’s interactions with our support that lead to the misunderstanding regarding the domain authorization code, and will share that feedback with our customer care managers.As the customer was able to transfer the domain to their new registrar with the time they paid for their renewal, we consider this matter closed.Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest regards,Ken C[redacted]Office of the CEO - GoDaddy

I have had issues with excessive load times on 2 of my sites hosted on Godaddy. When I call I usually am told that the server these 2 sites reside on is obsolete and will continue to get worse over time. They tell me the only answer is to move these 2 (and my other 11) sites to one of their new servers. The problem is I don’t have the time to move all sites and they want $100+ to move an individual site which makes this expensive for me.

I have dealt with many assorted vendors over my IT career and have never been told that I would have to help pay, or even be inconvenienced, due there requirement to bring equipment up to date. My understanding is my sites will continue to slow down then eventually break if not moved. This seems very much like black mail and I am amazed if they are not getting major push back from their customers. I read they initially planned to move everything themselves with no cost to customers but it seems that has been abandoned.

I will begin to move sites to another host provider as time permits to keep this from occurring again.

Thank you for the opportunity to address the additional concerns presented by our customer.
We stand by our previous response. Per our customer’s account preferences, the Hosting plan was renewed upon expiration for another year. GoDaddy also sent notices immediately after renewal informing the customer of the automatic renewal. No steps were taken by the customer to address this until forty days after renewal. Account management is a customer responsibility.
It appears our customer has filed a chargeback with their financial institution. As such, the customer will need to continue to work with them to address their concerns.
Thank you again for the opportunity to address the additional concerns presented by our customer.Kindest 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 Agreement The latest version of these agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 16, 2015 the complainant contacted our Customer Care Center to request a cash disbursement of In-Store Credit within their GoDaddy account. Per our Refund Policy and agreements with the payment providers, the In-Store Credit was processed to the payment method(s) associated with the original transaction(s).  GoDaddy has confirmed the payment to and provided the complainant with the ARN(s) (Acquirer's Reference Number) associated with these transaction(s).RESOLUTION: GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy’s payment processing teams have reviewed the original refund in question and found that the complainant’s financial institution has not rejected the funds. The complainant may wish to contact their financial institution(s) to inquire how they handle funds returned to an account that may have been terminated.Only in the event the fund request(s) are denied by the financial institution may GoDaddy issue a refund in the form of a check. 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]@GoDaddy.com[redacted]Scottsdale, AZ 85260