GoDaddy.com

Dear Sirs/Madam

I read your responses and I have to say I am severely

frustrated in the level of customer satisfaction.

I’m going to break it down to what my perspective is on this

situation. I have been a loyal customer and been paying for my domain name from

Godaddy since January 2013.

My issue with Godaddy you have suspended my

domain, taken money from my PayPal account and changed my account information

so my account was inaccessible.

Am I to understand after everything I have

mentioned your only reply back to me is a link to your policy page?

Am I to understand all of your paying

customer have the expectation of having a domain name they paid for in good

faith, to be transferred without consent, to another vender while Godaddy still

siphon cash, multiple times, from their bank accounts?

The business' response was fairly generic and irrelevant.
As an Australian charity, when we set up the domain name in 2014, the currency chosen, used and billed was Australian Dollars, and signed as "$".
When we came to renew in 2016, we were fully entitled to expect that the "$" sign meant Australian Dollars.  Instead, without our knowledge or consent, the billing currency was changed to US Dollars.  We were misled and deceived by Go Daddy, because it failed to disclose to us in writing when offering the renewal or on the telephone, when we called a Sydney, Australia telephone number to renew, that "$" or "Dollars" meant something other than Australian Dollars.
The fact that we have moved the registrar of the domain names to someone else is also irrelevant to the dispute and our claim, and simply reflected our deep distrust of an organisation which could so easily deceive its customers and then refuse to fix the problem

[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,[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:

•    Universal Terms of Service Agreement

•    Domain Name Registration Agreement

•    Domain Name Proxy Agreement

•    Hosting Agreement

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

On September 24, 2014 the complainant purchased GoDaddy’s starter Managed [redacted] shared hosting via an online transaction for a one year term. This product offering included a one-year domain registration.  The complainant also opted to purchase Private Registration for this domain.

 

On October 23, 2014 the complainant contacted GoDaddy’s customer care center to cancel these products and request a refund.  As part of the terms of the offer the complainant agreed to, any eligible hosting refunds provided would be less the retail cost of the domain in question, as the domain was outside of refund eligibility time frames.   The domain retail cost in this case, exceeded the amount the complainant paid for the entire offer. As a goodwill gesture, the complainant was provided a refund of their Private Registration purchase, a total of $7.99.

Resolution:

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

As an additional goodwill gesture, we have fully refunded the additional products purchased, an overall total of $20.17.  Additionally, we appreciate the complainant’s candid feedback about our service levels and will ensure their concerns will be reviewed in an effort to identify improvement opportunities.  GoDaddy strives to offer the best service levels in the industry.

Education:

Future refunds will be provided in accordance with GoDaddy’s refund policy, included at the URL listed below for the complainant’s convenience:

Refund Policy

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], AZ [redacted]

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

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

Thank you for the opportunity to address our customer's additional concerns.We stand by our previous response that the GoDaddy products our customer purchased worked as intended.  If our customer wishes assistance in cancelling their products our customer care team is happy to assist them. Information on contacting our customer care team can be found in the following link: https://www.godaddy.com/contact-us.aspxThank you again for the opportunity to address and bring clarity to the concerns presented by our customer. Kindest regards,John M[redacted]Office of the CEO - GoDaddy

Dear Dispute Resolution Consultant

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

GoDaddy’s anti-spam policy is addressed in Section 11 of our Universal Terms of Service, to which our customer agreed to prior to the purchase of products and services.

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

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

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

Kindest regards

Office of the CEO - GoDaddy

Scottsdale, AZ 85260

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

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

because go daddy could not give me a definitive time I lost out on $500. I was told that most issues are resolved and 24 to 72 hours I was not updated it was past 72 hours and I was told it was no definitive time I had to call several times because several people were didn't give me several different answers. I was also told that it was a known issue and was posted on the known issue board of Go Daddy I later find out that that was not the truth it was not a known issue posted.

I was charged an unwanted renewal of $148.50 for 3 domains on 2/5/2015. I wasn't informed of the action. They just went ahead and charged me for it, because that's what they do , take your money without your approval. If they were indeed an ethical fair business, like they say and cared for the customer they should have called me. Now when I was informed by my bank that there was an unauthorized charge on my card I called godaddy right away to sort it out. Apparently when I called on 2/10/2015, they told me I was out of the 5 days return policy (cause people have nothing else to do but check on godaddy everyday) and they can't refund me. 5 days return policy?! Only a day after that and you can't issue a refund? That's not only ridiculous, it's outrageous. This company lacks in professionalism enormously.

Thank you for the opportunity to address our customer’s additional concerns. 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 the additional concerns presented by our customer.Kindest regards,Mike L[redacted]Office of the CEO - GoDaddy

GoDaddy confirmed exactly the basis of my complaint; however, omitted the pivotal fact that when I called them 04/18/2015 to request a refund for the automatically billed fee for the Website Builder product, I also instructed the female representative to CLOSE my account since I discontinued the buisiness. I was never advised as to the form required to close-out the account Until April 2016.  GoDaddy's record of my call 04/18/2015 surely must contain my direction to close the account at that time.  If I was closing the Website Builder product 04/18/2015, there would have been no need for the remaining products... the buisiness was no longer in existence.  I continue to ask your assistance to hold GoDaddy accountable for refunding the $30.34 balance due.  Thank you kindly.

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

•         Hosting Agreement

The latest version of these agreements may be found at:

As part of the above agreements, and in conjunction with GoDaddy's refund policy, hosting and calendar purchases are only refundable within 45 days of original registration.  Our customer purchased both products in September of 2013.

We appreciate the 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.

Resolution:

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

As a one-time exception we have cashed out the current In Store Credit amount of $366.89. Our customer should receive the refund in 5-7 business days and it will be returned to the original payment method. Going forward all refund requests will strictly follow our Refund Policy, without exception.

Education:

GoDaddy’s Refund Policy can be viewed online at the link below. [redacted]

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

Best Regards,

Office of the CEO - GoDaddy

Thank you for the opportunity to address the additional concerns presented by our customer.
We stand by our previous response.  Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibility. As a one-time exception, we have offered to reduce the restore fee to $75. This fee will help offset expenses incurred by our administrators while performing data recovery. This offer will be honored until February 20, 2016.  Our customer may contact our 24 hour Customer Care Center at ###-###-#### should they wish to accept this offer.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

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.godaddy charged my credit card multiple times and this account was under my name up until my account hacked. if they have a good billing department everything has to be reflected there,how about someone hack all godaddy servers,are they going to say the same thing?there is no third party in this matte I am owner and anybody else can claim they own this account,this account hacked from India according to the evidence that I found,this matter is brought to the civil court and godaddy will be served soon.Regards,[redacted]

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  On January 22, 2016 our customer chose to manually renew the service in question for another one-year term. Customers using the previous version of our Website Builder service were notified of our new version being available to them via their product dashboard within the associated GoDaddy account.Additionally, a member of our customer care team had even reached out to our customer on March 4, 2016 via phone for feedback regarding their GoDaddy experience and to provide any account assistance that may have been requested. Our customer informed our agent they were pleased with our services and declined account assistance.  The service is no longer refundable per our Refund Policy. 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

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:

href="https://www.godaddy.com/legal-agreements.aspx">https://www.godaddy.com/...⇄ On March 19, 2014, our customer purchased the domains in question each for a two-year term via online transaction. On March 20, 2016, per our customer’s account preferences, GoDaddy was instructed to automatically renew the domains in question each for a two-year term and did so in good faith effort to honor its agreements with our customer. Account management is a customer responsibility. RESOLUTION: GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. Per our Refund Policy, the customer has to cancel the domains within 48 hours of renewal to receive a full refund.  The transaction in question is beyond refund eligibility. We encourage our customer to review and manage their account settings to prevent further unwanted renewals. Turn Off Auto Renew- https://www.godaddy.com/help/turn-off-auto-renew-20008 Refund Policy- https://www.godaddy.com/agreements/showdoc.aspx?pageid=19963&prog_id=PROG_ID 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 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 and setup 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: [redacted] On February 3, 2014 our customer contacted GoDaddy support for help regarding an undelivered email sent to them from another party. Contrary to our customer’s claim, GoDaddy did not refuse to review this matter but quickly engaged them to understand avenues of possible resolution. In order to properly understand and diagnose the root problem GoDaddy requested the original bounce back messages however, the customer stated they could not provide this to us. The bounce back message contains valuable technical data that can help service providers such as GoDaddy understand the core issue with these types of technical problems. Resolution: GoDaddy values our customer’s business. We will gladly investigate any instance of rejected email, however, obtaining a copy of the original message and bounce back is critical in determining root cause. 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

Dear Dispute Resolution Consultant,Thank you for the opportunity to address and bring clarity to the additional concerns presented by our customer. GoDaddy fixed the customer’s contact form by disabling a shadow-effect feature that was causing the trouble.  As we mentioned previously, this feature will be fixed in a future update.On June 30, 2015, we explained to the customer:  “When you add or edit your website's buttons, shapes, text boxes, and other elements, you can select to modify the element's settings.  (Just select the element, then click on the little cog/gear icon to get to the settings.  Some elements also have an Advanced Settings link, as well.  For those elements that support the feature, you can chose a shadow effect which will give your site a perception of depth by placing a shadow gradient around the individual elements.  (You likely did not even notice this since your website has a black background and does not show the shadow effect as well as a website with a lighter background.)As for why it was working previously but not now, it is likely that a recent update to the application that re-renders the site in the mobile environment is having a conflict with the feature.”As mentioned above, because the customer’s website is utilizing a black background, the shadow effect is not even visible to viewers of the site.  Therefore, we have advised our customer not to re-enable the shadow effect else they may cause their contact form to stop working once again.I hope this has brought some understanding to the concerns presented by our customer.Kindest regards,[redacted] Office of the CEO - GoDaddy[redacted]@GoDaddy.com[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.

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 these agreements and other legal agreements may be found at:

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

We sincerely appreciate our customer's candid feedback and apologize if any of the improvements that we've made to both our hosting interfaces and customer service channels have seemed an inconvenience for them.

GoDaddy constantly strives to improve the tools and services that we provide to our customers. We also welcome the opportunity to help resolve any outstanding issues our customer may be experiencing.

Resolution:

GoDaddy values our customer's business and has acted in good faith in upholding the agreements with them. As stated above, we will gladly review any specific concerns our customer will share with us.

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 acknowledged and agreed to the following agreements upon...

conducting business with GoDaddy:•    Universal Terms of Service Agreement•    Workspace Service Agreement•    Domain Name Registration AgreementOn April 27, 2012 the complainant purchased a deluxe email plan (Plan 1), which included anadditional Online Storage product and Online Group Calendar for a one year term.  On May 14, 2012 our customer purchased an additional deluxe email plan (Plan 2), which also included the Online Storage and Online Group Calendar products, also for a one year term.  Since that time, these products have automatically renewed annually per the complainant’s account preferences.  RESOLUTION:GoDaddy has upheld its agreements in good faith with the complainant and honored its terms of service.GoDaddy was instructed to automatically renew the complainant’s products per their account preferences, and did so in a Good Faith effort to honor its agreements with the complainant.  Account management is a customer responsibility.As the complainant has since canceled both Plan 1 and Plan 2 and their associated additional products, we have refunded both transactions to their original payment method.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

Thank you for the opportunity to address the additional concerns presented by our customer. We stand by our previous response.  Account management, including the renewal of services in a timely manner and maintaining independent website data backups is a customer responsibility. As a one-time exception, our support teams have offered to reduce the restore fee to $75 provided our customer purchases a new hosting plan. This offer will be honored until January 25, 2016.  Our customer may contact our 24 hour Customer Care Center at [redacted] should they wish to accept this offer.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