GoDaddy.com

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.

Prior to conducting business with GoDaddy, our customer acknowledged our...

Universal Terms of Service agreement.  The latest versions of our agreements can be found at the following link:

http://www.godaddy.com/Legal-Agreements.aspx

Our customer contacted our 24/7 Customer Support team for assistance with using a promotional offer in conjunction with the renewal of several domain name registrations. The promotion which our customer desired to use was not applicable to the transaction in question due to offer restrictions.

All GoDaddy offers contain either text included within, or a link to information regarding the details and limitations of the offer in question.

Resolution:

Go Daddy acted in good faith to uphold its agreements with our customer.

The promotion was not applicable to the renewal transaction and our customer did not renew their services. As such, we are unable to provide the desired refund.  

Thank you for the opportunity to address this matter.

Best Regards,

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.

Technically there was no renewal, because as I stated on my complaint, the transaction was rejected by the credit card company. Due to the incompetent manner in which the transaction was processed, it triggered flags related to my credit card which resulted in the credit card being cancelled and having a new credit card issued. This caused me great inconvenience.As I stated on my complaint, subsequently, I received an e-mail from godadfdy.com indicating that if no action was taken the credit card dispute, service for the domains would be discontinued. Due to the inconvenience that I was caused by the incompetence in handling the credit card transaction, I decided to take no action since I did not want to continue with the service. I was surprised and now disgusted when I received a call from my credit card company indicating that godady.com presented "documentation" that this was an auto-renewal. As I stated on my complait this was not an auto-renewal since I had deactivated the auto-renewal option and the domains expired.  Moreover, as I opreviously stated, the service was never established because the transaction was not processed by the credit card company because it raised flags which caused the credit card to be cancelled and a new one issued causing me great inconvenience. I find it unacceptable that godaddy.com sends an e-mail indicating that if I did not take any action the service would be discontinued. Based on such e-mail I took no action thinking that the service would be discontinued. Now, several months later godaddy tries to put forth some "documentation" to allege auto-renewal which never existed in the first place.I reiterate the statements that I made on my original complaint, particularly, the statements to the effect that I do not wish to renew the domain services with godaddy.com or engage in any future business with godaddy.com. As sson as I can I will be transferring the remaining domains out of godaddy.com so I do not have to deal with this entity anymore.

Regards,

I have been a customer of this company for many years - almost a decade. I am very irritated by the poor customer service I received through all this. They did not seem to want to help me. Also, only a small handful of people actually informed me of the bounce back and those that took the time to save and send me the bounce back error message - I absolutely submitted the required form mentioned to me by support!!!
Bottom line, the issue had to do with a relay to my [redacted] account as I reached storage capacity and the error message was from [redacted]. My company IT department after a few calls discovered the reason for the bounce backs - NOT YOU! Your customer service was very poor and a few employees I spoke with were very disrespectful and rude. You can quote your company policy all day - but if you treat your customers as poorly as you have treated me throughout this ordeal - you can believe you will lose business.
Not one person in your entire company took the time to truly listen and try to resolve the issue. After only a few calls with my own IT department - they knew what the problem was and resolved it immediately. Shame on you for such horrible service.

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

 

• Domain Name Registration Agreement

 

• Domain Name Proxy Agreement

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

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

The domain renewals and Protected Registration service renewals occurred in January, 2013 and are outside of GoDaddy's refund policies.

Our customer purchased our Protected Registration service. The cancellation process for the service requires that the customer provide us with documentation to cancel the service. Domains protected under this service cannot be cancelled until our Protected Registration service is cancelled; the service protects the domains and that is the intent of the service. The service is performing as advertised and expected.

Resolution:

GoDaddy sincerely values our customer's business and has upheld its agreements with them in good faith. At this time our customer has not provided the documentation necessary to cancel the Protected Registration service. As a gesture of goodwill and in an effort to work with the customer we have refunded the Protected Registration service to the customer totaling $49.96 USD. however, if they wish to have the service cancelled they will need to comply with our request for documentation. The domain renewals will not be refunded.

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

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 agreement upon...

conducting business with GoDaddy:• Universal Terms of Service AgreementThe latest version of our agreements can be found at: https://www.godaddy.com/legal-agreements.aspxOn June 1, 2015 our customer purchased a Standard Multiple Domain (UCC) SSL Certificate for a one-year term.The SSL Certificate in question has functioned correctly.  The problem our customer experienced was due to secondary, add-on domain names not being properly added into the SSL section of their hosting account.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.  Our support teams have provided our customer correct support instructions and at this time it appears they have successfully resolved the problem.  Education:Our customer may find the following support article helpful:Installing a UCC Certificate for cPanel Addon Domains -https://www.godaddy.com/help/installing-a-ucc-certificate-for-cpanel-addon-doma...⇄ 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

Based on the information provided by the complainant, GoDaddy is unable to identify an account to properly address their concerns. Our office made multiple attempts to reach the complainant via the phone information they had provided and have been unsuccessful. Should the complainant...

have the full credit card number they may reach out to our Billing team directly as they would be able to utilize that information to locate the charges in question. That team is available 24 hours a day, 7 days a week at ###-###-####.  Any applicable refunds will be provided in accordance with our Refund Policy.The complainant may find the following article useful:Refund Policy:https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=...⇄ you again for the opportunity to address the concerns presented by the complainant.Kindest regards,Gary H[redacted]Office of the CEO - GoDaddy

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On April 22, 2015 our customer purchased GoDaddy’s Web Store Design for a 1-year term. This service enlists GoDaddy’s Professional Web Design team to create a custom website (for a one-time fee), utilizing GoDaddy’s Quick Shopping Cart as the hosting of the site. On June 25, 2015 our customer was advised by the Professional Web Design team that GoDaddy could not setup wholesale pricing for the site in question. The customer opted to continue the build process. On August 10, 2015 GoDaddy notified our customer the website was complete and ready for review, also advising the customer the website would be published if no reply was received. As the customer did not respond, the site was published on August 25, 2015 and the customer was notified via email. On November 19, 2015, our customer requested the Professional Web Design Team to add 850 products to the Web Store. Each customer purchasing a Web Store Design receives 6 hours of update time to use over a 12-month period. This request was well beyond the allotted time. Our customer did not want to pay additional fees to have GoDaddy make the update. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. GoDaddy’s Design Team attempted to work with our customer to the best of our ability and satisfy their design needs. On November 23, 2014, our customer was provided 16 months of additional hosting service for any misunderstanding. Per GoDaddy’s Refund Policy, the Web Store Design purchase is non-refundable. Thank you again for the opportunity to address the concerns presented by our customer. Kindest regards, Mandy O[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 user-agreements upon...

conducting business with [redacted]:• Universal Terms of Service Agreement• Hosting AgreementThe latest version of these agreements can be found at: https://www.[redacted].com/legal-agreements.aspxThere are a variety of circumstances that may affect the speed and performance of a website that range from issues within the datacenters (i.e. hosting providers), the network (e.g. Internet service provider) and local browser/computer (i.e. the website viewer).  Therefore, to properly troubleshoot and discover the cause of the issue, it is necessary for our customer contact us when they are experiencing the issue.  Our customer has indicated, they live in the [redacted] (GMT+8) and are experiencing slowness during “peak hours.”  However, their websites are hosted on servers within the U.S. (GMT-7) with a fifteen hour time difference which is not peak traffic times for the servers.  It is also important to understand that if the websites pull data from third-party sites, that the performance of those other sites also have a significant effect on the performance of the site.  For example, our customer’s website, [redacted], makes 70% of its requests and provides over 35% of its data from third-party sites on its first visit.  For all subsequent visits, 98% of the requests and data come from third-party websites.  The performance of these requests and data transfers are outside of [redacted]’s control.RESOLUTION:[redacted] has upheld its agreements in good faith with our customer and honored its terms of service.In order to properly identify the cause of our customer’s website slowness, we ask that they contact our 24-hour customer care center at the time they are experiencing trouble.  [redacted] provides a local phone number accessible from within the [redacted] that our customer may use to reach our support staff.  The number is [redacted].  If they are outside of the [redacted], they may be able to find another local number at https://www.[redacted].com/contact-us.aspx.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]

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.aspxOn March 3, 2014 the complainant purchased a Domain Name Transfer and Economy Windows Shared Hosting Plan during an online transaction. The complainant designated a 1 year term for their Domain Name (that was in an expired status at the time of transfer), and a two year term for their hosting plan.On March 12, 2014 as a onetime exception the complainant was provided with a refund for the cost of their Domain Name Transfer. The domain was expired at the time of transfer thus, the date of expiration and subsequent renewal was reflected correctly.Per the complainant’s account preferences, GoDaddy was instructed to automatically renew the Domain Name in question on February 22, 2015 and did so in a Good Faith effort to honor its agreements with the complainant. Account management is a customer responsibility.GoDaddy sent renewal notices prior to the expiration date on:• November 23, 2014• December 23, 2014• January 22, 2015• February 6. 2015• February 16, 2015RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service. GoDaddy does not arbitrarily change the pricing related to product renewals. Nor can we continue to absorb the cost of the complainants Domain Name registration.EDUCATION:The complaint can find information regarding GoDaddy’s Domain Name Pricing on the page referenced in this link: https://www.godaddy.com/domains/domain-name-search.aspxThank 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

Thank you for the opportunity to address and bring clarity to the additional concerns presented.We stand by our previous response.  As with all service providers, GoDaddy had unexpected technical issues and worked quickly to resolve them.  Our terms of service do provide a 99.9% uptime guarantee and if not met, we provide 5% of the monthly hosting fee. GoDaddy has already provided a full month of service at no additional cost which is more than our agreement offerings.Thank you again for the opportunity to address the additional concerns presented.Kindest regards, KayJay R[redacted]Office of the CEO- GoDaddy

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be NOT satisfactory to me but will consider this complaint resolved. I just contacted [redacted]'s support when the issue is happening but since I have been on hold for almost 10 mins the issue got resolve just right after the rep answered my call. And once again, they don't know the reason why the server is down. Once again I was asked to contact them during or when the issue is happening. Oh and I spent 00:34:49 on call with them. The toll free number isn't working but the US number ###-###-#### is just fine. And they want me to call them when the issue is happening to catch the culprit. I  HAVE TO CONTACT THEM BECAUSE THEY ARE NOT AWARE THAT THERE'S SOMETHING GOING ON IN THEIR SERVER. I even send an email (link to [redacted].**) to [redacted] to show her that sudden drop of user online means there's an issue with the website but she can't say anything because the issue isn't happening at the moment of our call. So I guess, I just have to let this pass and let them do their job.

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:

·         Universal Terms of Service Agreement

·         Hosting Agreement

The complainant has renewed a WordPress hosting account on a recurring monthly term for the site in question since November 4, 2011.  On May 13, 2014 the complainant canceled the hosting account from within their customer account.  While this may have been an understandable error by the complainant, the cancellation did set events in motion that need to be addressed to continue to use GoDaddy’s hosting services.

The complainant has inquired about a hosting account restore via our Customer Care team, and was informed of a $150 restore fee to attempt to recover files from hosting backups.

RESOLUTION:

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

As a onetime gesture of goodwill, we are willing to waive the $150 restore fee, provided the customer contacts our office to purchase and set up the proper hosting account prior to the restore, which must be started less than 30 days after cancellation.  We can be reached at [email protected] and are available via phone at ###-###-####, and look forward to attempting to resolve the complainant’s concerns.

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

Kindest Regards,

Office of the CEO – GoDaddy[redacted]

Scottsdale, AZ 85260

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

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

Dear Revdex.com,
 
I reject this resolution. First, I was not offered the $75. They said you have to pay and MAYBE the appropriate dept would allow the $75 concession.
 
Second, I called ONE DAY after they removed my site's contents. As I told you and them, I have been very ill. A company that does not allow a one day concession for an ill customer to renew their service is not only offering a poor service, but is heartless cruel and immoral just to rob me of $75 to give me my site's files back. What a scam!
AM

Dear Dispute Resolution Consultant,

 

Thank you for bringing this matter to our attention. We have reviewed the customers correspondence and GoDaddy account in question to which we would like to present the following.

 

The customer acknowledged and agreed to...

the following agreements upon conducting business with GoDaddy:

•             GoDaddy Universal Terms of Service Agreement

•             GoDaddy Domain Registration Agreement

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

 

On July 10, 2014, our customer contacted GoDaddy's 24/7 customer care to renew domains via phone and requested a renewal on multiple domains which was processed.

 

Resolution:

GoDaddy has upheld its agreements in good faith with the customer. All domains our customer specifically requested were renewed however, if the customer would like to renew other domains they may contact our 24/7 customer care team.

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

Best 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.1) We have no answer again on our latest emails to [redacted]@godaddy.com.We sent three latest emails to [redacted]@godaddy.com on 14 Jan 2015, 16 Jan 2015 and 22 Jan 2015 (subject  [Incident ID: [redacted]] ). No answer. We waited 10 days and now I fill-in that response.2) I spoke with [redacted]@godaddy.com  on 12 Jan 2015 and 14 Jan 2015 and we found that GoDaddy have technical problem in them affiliate system. We indicate it that problem not in fill-in data. Godaddy simple start to ignore our latest emails again, not resolve problem.  a) We already provided our data and filled forms on GoDaddy website in 2014 year. We got some payments from Godaddy in 2014 on our [redacted] email, i.e. GoDaddy system paid us affiliate fee on our [redacted] email before.b) On 12 Jan 2015 and 14 Jan 2015 we two times! re-enter/re-fill payment form according GoDaddy instructions.  Because it is technical problem, we also provided Godaddy screenshots of our actions, copy of our data, login/password to our affiliate account and note that if still problem system exists, they need to enter our data in them system manually. Because it technical problem on Godaddy side and as we understand they don't want to resolve it, they again start to ignore  our letters and we didn't receive any response on our letters from 14 Jan 2015.Outstanding balance still not paid.I attached my email dated 16 Jan 2015 which I sent to Godaddy and didn't receive response yet.Best Regards[redacted] 

Regards,[redacted]

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 The domain name specified and an email plan expired from within our customer’s...

account on September 7, 2015.  The plan was canceled on September 27, 2015 for non-payment. On October 8, 2015 via an online transaction, our customer recovered their expired domain from registry redemption by paying the applicable fee and renewed the domain for a 10-year period.  In a separate transaction, our customer purchased two Business Email plans, each for a one-year term. Our customer then contacted our customer support team by phone and requested an upgrade to another GoDaddy email service offering, Microsoft Office 365.  The Business Email plans previously purchased were canceled and refunded in full. Our customer then purchased an Email Essentials, Microsoft Office 365 plan for a two-year term and assistance was provided in the setup of the service.  Our customer is now requesting a refund for their domain registration, redemption fee, and email services. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. The services our customer purchased are functioning as intended.  Domains and associated fees are non-refundable. If the email plan our customer purchased not accommodate their needs, they may request an In-Store credit for any unused time remaining on their plan upon cancellation. There are no applicable refunds within our customer’s account. 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.  Thank you again for the opportunity to address the concerns presented by the complainant. Kindest regards, Gary H[redacted]Office of the CEO - GoDaddy

One of my websites was never restored, even tho the restore fee was paid. Also the service, Wordpress manager is a website builder tool. My domains are hosted on Go Daddy, this service was paid, but Go Daddy deleted my content that was already designed. Customers are not given any method to back up their content away from Go daddy's servers. This causes the customer to be forced to pay Go Daddy fees to keep their property. Also my email forwards were deleted and email lost (my Email forwards are not part of the Wordpress service. Why was this done? As a punitive measure? I will be filling a complaint with the FTC for violation of the "Fair Debt Collection Practices Act", § 808.  Unfair practices [15 USC 1692f], section (1),The collection of any amount (including any interest, fee, charge, or expense incidental to the principal obligation) unless such amount is expressly authorized by the agreement creating the debt or permitted by law. Under the business own deposition, they state that "GoDaddy provided 20 days of hosting service without payment prior to cancellation due to non-payment on January 5, 2016" a punitive action (charging an un-disclosed fee) for "non payment" is a collection act. There is no disclaimer posted for the Wordpress service that "content will be deleted if re-occurring payment is not made", this is a deceptive practice and puts customers at the whim of GO Daddy to keep their "intellectual property". How can this company keep an A+ rating with the Revdex.com by treating customers in this way? They continuously respond with a blanket "too bad" clause and the Revdex.com has allowed them to keep their A+ Rating. I will also be filing a complaint with my congressman. Alex Mooney (whom I know personally) to submit new law to protect an individuals "intellectual property" from the mis-handling of hosting companies.

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by the complainant. We have reviewed this matter and would like to present the following.We stand by our previous response that should the complainant cancel their Get Found service we will provide them with a refund for the time remaining.  As a onetime exception to our Refund Policy we will apply that refund to their original payment method. The complainant can take advantage of this offer by contacting this office directly.  Furthermore the complainant’s site is listed in major search engines such as [redacted] and [redacted]. They can see this online by simply visiting [redacted] or [redacted] and searching for “[redacted]” removing the quotation marks and replacing exampledomain.com with their actual domain. [redacted] and [redacted] have both indexed multiple pages for the complainant’s site. Indexing (listing, linking to) the complainant’s website is established by this inspection.Thank you for the opportunity to address and bring clarity to the concerns presented by the complainant.Kindest regards,[redacted]Office of the CEO[redacted]@GoDaddy.comGoDaddy.com[redacted]Scottsdale, AZ 85260###-###-#### Phone ###-###-#### Fax

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 Auctions Membership AgreementThe latest version of these agreements can be found at: https://www.[redacted]On November 25, 2013 the complainant purchased a domain name registration for a five year term at a cost of $132.96. The complaint elected to sell their Domain Name through GoDaddy’s Premium Listings Service for $150 and pay a transaction fee of 30%. The transaction was completed on September 28, 2014. RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.As with all service providers, GoDaddy had unexpected technical issues and worked quickly and vigorously to resolve them and minimize any impact to the complainant. At this time we have posted payments to the complainant that total $105.00. EDUCATION:The complainant may wish to review the following information regarding GoDaddy’s Premium Listing Service:Premium Listings: https://www.[redacted]Getting Paid for Premium Listings:  https://[redacted]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

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 do hope they will review the emails they send out so all of this hassle can be avoided. I shouldn't have to make a phone to get a price honored.

Regards,