Complaints

This profile includes complaints for GoDaddy.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  GoDaddy.com LLC

  100 S Mill Ave Fl 16 Tempe, AZ 85281-2881

  
• 

  GoDaddy.com LLC

  111 Congress Ave Ste 1200 Austin, TX 78701-4056

• 

  GoDaddy.com LLC

  720 Brazos St Ste 1100 Austin, TX 78701-2516

• 

  GoDaddy.com LLC

  14455 N Hayden Rd Ste 226 Scottsdale, AZ 85260-6993

  
• 

  Afternic.com

  380 Semoran Commerce Place Ste B204 Apopka, FL 32703

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 19th 2023 the company - GoDaddy.com, LLC auto charged my PayPal account - ************ charge was for a domain hosting for 5 years.However, I do not need this service. That is why I called Go Daddy and requested the domain to be removed from my account and my money to be refunded to **** talked to 2 different representatives of Go Daddy who refused to refund me the money!Quote: "This is impossible to do" Unquote Regardless of any technicalities and/or policies they are referring to, thus trying to get my money against my will for a 5 years service I don't need, they have to obtain my approval for any renewal charge! (After 5 years period a lot of things change in a business or in a personal life. We are talking about 5 years cycle for the subject product/service) Or...if they did not obtain my due approval for the renewal charge, refund my money, once they are notified by me that I do not need their 5 years service!! This is simply common sense!Go Daddy reps referred to email renewal notices as an excuse not to refund the money.However, Go Daddy should know or should have knows that email communication is not reliable!The minimum before enforcing any policies they might have is to request a confirmation that the email was received by the intended recipient!Finally, is there any reasonable businessman who agrees that charging for a 5 years service against the will of the client makes any sense whatsoever!?And if it doesn't make any sense regardless of any formalities, isn't it the job of a manager to recognize it and apply the refund regardless of a policy and/or alleged email notices (especially for a long term customer)?Extremely disappointed with **********************!

  

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to address our customers additional concerns.
  
  We stand by our previous response, as account management is a customer responsibility.
  
  Furthermore, as a one-time courtesy have provided our customer with a refund for the transaction in question. 
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy
  
  

  Customer Answer

  Date: 08/25/2023

  Hi,

  First of all, I have not received any courtesy refund! (Just checked our Paypal account)

  Since I wasn't able to resolve the issue directly with Go Daddy (after two attempts) in an amicable way, I have submitted so far reports to the ************************ and to the Attorney General of ********.

  Long story short:

  1. You should not charge for a renewal of a 5 years service without the specific approval and acknowledgement of the client!!!

  2. You have to make sure that your client understands just before the renewal charge what are the options with regards to your so called refund policy.

  3. Email is not a reliable type of communication by far!! (Many reasons. Long list.)
  The minimum you should be asking for is a confirmation that your client received the email!!!
  

  So everything boils down to:

  1. Go Daddy clients should approve renewal charges just before the charges occurs (or the charges should not occur without  approvals)

  2. Go Daddy clients should be duly and reliably informed about the so called refund policy just before the renewal charge is made.

  Every client of Go Daddy should be making an informed decision and should be approving the renewal charge.
  
  Moreover, in my case we are talking about a 5 years cycle. 5 years is a lot of time for a business or an individual!!!
  It doesn't matter what happened 5 years ago. What matters is whether I as a client TODAY need to renew a 5 years service or not!!! And I am the person who decides, not GO Daddy!!!
  
  Finally, I looked at the Go Daddy reviews rating - ONE STAR!!!

  And you know why it is ONE STAR?

  My opinion: Because BBB doesn't allow a "ZERO" star option or "MINUS" stars options.

  I am wasting time worth way more than $160.80! 

  I understand that, however, I will not ignore a serious violation of my rights and of ethics in general, especially when I suspect that many more Go Daddy clients are in the same situation as mine as a member of the same consumer class!

  Thank you!

   

   

   

   

  

  Business Response

  Date: 08/29/2023

  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 ***************************************************.
  
  On July 18, 2018, our customer purchased the domain name in question with Domain Ownership Protection for a five-year term during an online transaction. 
  
  On June 18 and July 13, 2023, email notifications were sent to our customer advising them of the upcoming renewal of their domain name. 
  
  On July 19, 2023, their domain name was renewed for five years per their account settings, and an email notification was sent.  
  
  On August 25, 2023, they contacted our Care team and were advised correctly that the most recent renewal of the domain name was outside our Refund Policy.
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  GoDaddy does not arbitrarily change the automatic renewal setting on our customers' behalf. We also provide our customers with complete control over renewal preferences. At any time, they may log into their account and modify those preferences.  
  
  As a one-time courtesy, we have refunded the transaction associated with the most recent renewal of their domain name. All future refunds will be processed per GoDaddy's Refund Policy, which can be found at this link: ***************************************************/refund-policy
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  *************************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is about the complaint 20240001.The company replied "As a one-time exception to our Refund Policy, viewable at *****************************************************************, should our customer cancel their hosting plan, we will provide a refund for the remaining months left on the plan. "However, they refused to do it (see attached chat text) after I canceled the service (see email confirmation of cancellation). I have been waiting for their response long enough.I couldn't add this to the original complaint as it was closed right after the business response.

  

  Business Response

  Date: 08/30/2023

  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 ***************************************************.
  
  As a one-time exception to our Refund Policy, viewable at ***************************************************/refund-policy, we have provided a refund to our customer for the remaining time on the hosting plan in question. A receipt was sent to them in a separate email.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Going forward,any further refund requests will be processed in accordance with our Refund Policy.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  ************
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/30/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************************
  
   
  

• Initial Complaint

  Date:08/23/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'm utterly disheartened to share my recent experience with the customer service at ********************. After being a loyal customer for over 15 years, I made the difficult decision to cancel my prepaid Deluxe Linux Hosting with cPanel and SSL certificate services. What followed left me not just disappointed but truly crushed.Despite my sincere request, customer service shockingly refused to issue a prorated refund for the unused portion of my Deluxe Linux Hosting with cPanel and SSL certificate. This was a decision that left me feeling not just frustrated but betrayed, especially after being a faithful customer for such a significant span of time.I strongly urge anyone considering their services to think twice before prepaying for Deluxe Linux Hosting with cPanel and SSL certificate. It's a disheartening reminder that loyalty and dedication can sometimes be met with indifference and a lack of understanding.This experience has left me with a heavy heart, questioning the values and ethics of a company I had trusted for so long. It's a sad realization that even the most loyal customers can be treated with such disregard. What a profound shame it is indeed!

  

  Business Response

  Date: 08/29/2023

  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 ***************************************************.  
  
  On August 14, 2023, our customer contacted our Care team to request a refund for the remaining time on a web-hosting plan and SSL Certificate they have been utilizing. They were properly informed the services are beyond refund eligibility, per GoDaddy's Refund Policy viewable at ***************************************************/refund-policy
  
  GoDaddy provides its customers with full control over renewal preferences.  They may, at any time, log into their account and modify those preferences.  During this support interaction, it was suggested our customer disable the automatic renewal preference associated with the services to avoid unwanted renewals.  Our customer disabled the automatic renewal preference for the services on August 23, 2023; however, the services remain active in their account.
  
  After our customer updated their renewal preference for the services in question, they contacted our Care team to request a refund and were correctly informed the services are beyond refund eligibility.
   
  RESOLUTION:  
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.  
  
  While we empathize with our customer's billing frustration, they were properly informed the services in question are not eligible for a refund.   
  
  Thank you again for the opportunity to address the concerns presented by our customer.  
  
  Kindest regards,  
  
  ************  
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/29/2023

   As a customer, it's deeply disheartening and frustrating to witness prorated refund practices that fall short of fair and ethical standards. The handling of prorated refunds should be approached with utmost care, empathy, and a genuine commitment to customer satisfaction. Here's an expanded version of the statement, incorporating your anger and disappointment:
  
  Prorated refunds for advance payments should be carried out in good faith, and this is how a fair business should treat its customers. It's profoundly disappointing and infuriating to encounter instances where such principles are disregarded. Prorated refunds are not just about financial transactions; they're about honoring commitments, upholding trust, and respecting ethical standards. As a customer, it's infuriating and disheartening to witness businesses fall short of these basic expectations. We rightfully expect businesses to operate with transparency, empathy, and integrity in all their dealings, especially when it concerns our hard-earned money.

  I will not hesitate to share my negative experience with GoDaddy, and I will advise all of my business partners and friends to stay away from the company from now on.

  

  Business Response

  Date: 09/05/2023

  Thank you for the opportunity to address our customers additional concerns.
  
  While we understand and empathize with our customers frustration, we stand by our previous response. Per GoDaddys Refund Policy, the services in question are ************* eligibility.  
  
  Thank you again for the opportunity to address the additional concerns presented.
  
  Kindest regards,
  
  ************
  Office of the *** GoDaddy

• Initial Complaint

  Date:08/23/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Senior Citizen and I believe that GoDaddy has abused my trust and falsely and with malice intent, marketed products to me that I did not need nor could I afford by 1) Telling me I had a 30 day window to cancel the services and then later denying me the right to cancel 2) Telling me that I was not capable of setting up the *** myself even though now I know it is an easy process 3) Re-selling me services I did not need. I had already purchased the *** ($79) and then a second employee told me I need the 5 year plan for $599.95 4) Refusing refund me the last 4 years, even though the rep on 08/21/23 told me A) I was *********** a full refund because I was within the 30 day time frame B) Then after speaking to a Supervisor the rep said he was wrong and could only refund me $479.96 C) THEN retracting that and said I could not get ANY refund even though I was well within the 30 day promise made by HIM AND THE ORIGINAL SALES ***************** I was never told I was not *********** a refund D) I would NEVER have purchased this scam if not lied to about the 30 day period E) I wasted almost 2 hours of my time on the phone on 08/22/23 with ******* who put me on an extended hold stating he was transferring me to a Supervisor. Nope, no-one ever came on the phone, call was dropped and I was left as a senior citizen with no recourse or help. GoDaddy could have called me back, but they did not. F) In ******** it is illegal do commit financial fraud against elderly citizens by making false claims and promises. I demand an immediate refund or I will be reporting this to news organizations, to the State's Attorney, to other Senior help groups, to the police, social media and everywhere that I can to get help and relief. G) If your rep told me I had ************************************************************************************************************************************************** elder abuse.

  

  Business Response

  Date: 08/28/2023

  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 ***************************************************.
  
  On June 2, 2022, our customer contacted our ****************** ****** and was sold a Managed *** (****) certificate for their existing website.  The **** purchase price includes installation and management of the *** on the customers behalf. 
  
  On April 3, 2023, in accordance with our customers account preferences, the **** automatically renewed.  Our customer contacted Care and requested to cancel the **** and they received a full refund.
  
  On July 27, 2023, our customer contacted Care because their site no longer had *** coverage.  They were sold a standard *** certificate, which does not include installation assistance or management of the certificate. 
  
  On August 2, 2023, our customer contacted Care and requested to cancel the standard *** and was sold a **** instead. 
  
  On August 22, 2023, our customer contacted Care seeking a refund of the **** certificate, and they were properly advised that because its installed and active, it isnt eligible for a refund. 
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  This office has attempted to connect with our customer via both phone and email to discuss their concerns further.  Unfortunately, these efforts have been unsuccessful to date.  
  
  We have confirmed that the **** is installed and active on our customers site.  If our customer wishes to cancel the **** and repurchase a Standard *** instead, they would be eligible for a full refund of the ****, within 30 days of purchase. 
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *****************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:08/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ******************** from 3 May ****. They offered a portfolio of web development and hosting solutions. In October 2013, Media Temple was acquired by GoDaddy. The two remained separate entities, and I continued making payments of $16.95/mth to Media Temple for web hosting services. On 3 May 2022, my rate was increased from $16,95 to $29,00 because improvements they purportedly made to the platform coupled with inflation have increased our platform infrastructure costs. This rate increase was communicated by Media Temple and appeared to be in compliance with ********** ARL. On/around 25 or 26 May 2023, my account was transferred to GoDaddy. There were no new terms to accept. There was a new account number. There was also a new monthly cost for services - $29,99. I did not learn of the new pricing until I received a receipt for my automatic renewal on 7 June 2023. This is in violation of Californias ARL. Further, prior to the merging of services, I was sold a two-year multi-domain SSL certificate by Media Temple as the solution to why my E-mails were not accessible (or in certain cases being delivered). I originally purchased this service on 8 April 2021, and renewed the service on 5 April 2023. The service was not functional until the day before the merger. At no time did anyone mention that my monthly hosting charge would go up by $0,99/mth; that SSL would be an included service as part of this price increase; or that I was purchasing what was effectively a useless certificate. GoDaddy has no intention of reverting my subscription price back to $29.00. When I enquired about a refund for the $288,- they claimed to be unable to locate a receipt for that charge. Lastly, my services remain in a state of disarray. I am not receiving all of my E-mail because a setting on their server is incorrectly marking certain E-mail as junk. I have spent months trying to compel GoDaddy to fix the issue, but all efforts have been exhausted (case no. ATS-******).

  

  Business Response

  Date: 08/28/2023

  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 ***************************************************.

  GoDaddy (GD) acquired Media Temple (MT) in 2013, but they remained a separate business and operated independently. GD has only recently begun migrating MT customers to GD.

  On March 23, 2023, per our customers account preferences, MT automatically renewed an *** certificate, to honor agreements with our customer.

  The MT account was migrated to a new GD account on May 26, 2023. There was a slight price increase for our customer, but their new hosting plan included *** certificates.

  When they asked our Care Staff for a refund for the recently renewed ***, they were properly advised that it was not eligible for one.

  Our customer has also contacted our Care Staff with concerns over missing emails. Our Care Staff has worked with them to the best of their ability to troubleshoot these concerns.

  On August 10, 2023, GD experienced a technical issue that caused product expiration dates to not update after the renewal payment was made. Our customer contacted our Care Staff for this issue. They were asked to renew the product again and a ticket was created for further review. The technical issue was resolved quickly, but our team did not respond to our customer until August 22, 2023, when they refunded the most recent renewal.

  RESOLUTION:

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

  Our office empathizes with our customers experience and has successfully connected with them. We have canceled the *** renewal and are providing a full refund as a one-time courtesy. We will continue to work with them to attempt to resolve their outstanding email concerns amicably.

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

  Kindest regards,

  ******
  Office of the ***** GoDaddy

• Initial Complaint

  Date:08/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created a website using GoDaddy and set up there GoDaddy payments which is recommended and you urged to during the set up process, So I did. Then I received my first payment on Aug 1, 2023. It's now Aug 21, 2023. and haven't paid me. Daily I call and I am on hold for minimally 1 hr. a day for GoDaddy payments to tell me they are waiting for someone to verify my business? Then I'm told you will receive an email and your payout will show ** in back account tomorrow. I'm told this everyday since Aug 1st. Everyday I'm told that it is escalated. As I write this I'm on hold todays hold for 51:23 with no resolution in site. I would leave a one star review but leaving a ****** review for them is about as difficult as trying to get your money.Do not use GoDaddy payments and to that point as a website provider. What good is it to provide ecommerce websites that you can accept payments but never receive them.

  

  Business Response

  Date: 08/23/2023

  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 ***************************************************.

  On March 23, 2023, our customer set up ********************** Payments (GDP) in their account. GDP is our built-in payment gateway which allows our customers to take secure, online debit and credit card payments through their website or in person.

  GoDaddy takes customer security and our commitment to preventing fraud seriously.?Our customers transaction was flagged for review by our Verification Team and payouts were disabled on August 14, 2023. A technical issue on our side kept our customers GDP account verification from being completed and as a result, we could not process any payouts.

  On August 16, 2023, our GDP Team requested that our customer reapply for GDP and sent them the link to do so.

  Our customer reapplied for GDP on August 19, 2023.

  On August 21, 2023, our GDP Team processed our customers payout.

  RESOLUTION:

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

  Our office empathizes with our customers experience and confirmed with them that their payout has been completed. We have shared their feedback with the appropriate management team internally to improve our service levels in the future.

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

  Kindest regards,

  ******
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/23/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:08/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our Account Number: ******* Our Case Number: ********* Our Incident Number: ****** All we're requesting is that GoDaddy allows the transfer of our domain from godaddy.com to domain.com. After the domain transfer is completed, the issue will be resolved. GoDaddy's Content Complaints team decision to suspend our domain has effectively caused our business to cease functioning, critical emails which access certain accounts to stop working and will ultimately lead to our business closing after over 10 years of being operational. We run a legitimate business in ***************** that has over 1.6 million members, tens of thousands of visitors daily, 19 million threads, 15 workers and over *****+ freelance sellers who depend on our platform to make a financial living. For myself, my family depends on the income I receive from this business and our livelihood is immediately impacted now. On August 16, 2023, our domain went offline. After our investigation, we discovered that the domain was missing from our GoDaddy Account. We **************************** called GoDaddy who informed us that the domain was suspended for malware activity. The GoDaddy Support team informed us to contact ****************************************** and work with them to resolve your issue.Evening of August 16, 2023, we called GoDaddy Support who informed us that these issues are solvable and if GoDaddy is unable to resume business activity with our domain, they will allow us to transfer the domain to another domain provider. On August 18, 2023 at 12:05 PM EST, GoDaddy's Content Complaints team sent an e-mail informing us the following:We have taken action under GoDaddy Universal Terms of Service section 5:You will not use this Site or the Services in a manner that:Because of this suspension the domain name will not be reactivated. The domain will remain suspended until its expiration date, at that time it will be pushed through the domain expiration process to be released to the registry.

  

  Business Response

  Date: 08/23/2023

  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 ***************************************************.

  On August 14, 2023, GoDaddys Content Complaint Team received a report regarding the domain name in question. After careful review,it was determined our customer had violated *********************** Terms of Service.

  RESOLUTION:

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

  While we empathize with our customers frustration, GoDaddy has a responsibility to ensure the safety of its customers and internet users alike. The domain has been suspended in accordance with our Terms of Service and will be available for registration following its expiration and release to the domain registry.

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

  Kindest regards,

  *****************************
  Office of the *** | GoDaddy
  

  
  

  Customer Answer

  Date: 08/23/2023

  Attn: GoDaddy Team

  1. Can you provide specific information on what specifically we violated?

  2. Can you provide information on what this complaint is about?

  3. Is there a way we can fast forward the expiration process? 

  4. Is there anyway we can pay a fine or fee to simply allow us to transfer the domain off GoDaddy? If GoDaddy doesn't approve of this domain, please allow us to transfer the domain to another provider. We've been with GoDaddy for 15+ years, never had any issues now 1 issue and we're severely penalized to the point our business will no longer cease to operate affecting the livelihoods of over ****+ freelancers because of a mixup done by a moderator.

  5. We believe we can potentially resolve this matter with the person who complained. Shortly after this incident happened, we already did reach out to the user, explained the situation and we believe as of now the situation is settled. If we contact the user and he requests ********************** withdrawals the complaint, would you reconsider your position on this matter? 

  I understand GoDaddy has policies towards protecting the community. While we think we know the nature of the complaint, the situation here is that if indeed that was the actual complaint related issue then you have to understand from our side that the issue was a complete accident. 

  I will post another reply to you with a breakdown of what happened here as I am limited to **** characters only.

  

  Business Response

  Date: 08/29/2023

  Thank you for the opportunity to address our customers additional concerns.

  We stand by our previous response. The domain name in question has been suspended due to a violation of GoDaddys Terms of Service. The domain will be made available for registration after it has expired and is released to the Domain Registry.

  Thank you again for the opportunity to address the additional concerns of our customer.

  
  Kindest regards,
  *****************************
  Office of the *** | GoDaddy

• Initial Complaint

  Date:08/18/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a customer of ******************** for over 20 years I feel violated and robbed. I was billed by Godaddy for the same service twice. I was paying for hosting with SSL and also billed separately for SSL. I reached out for a refund since both products were clearly the same and I would be technically double billed. My refund was refused and instead of trying to solve the issue the supervisor manager named ******* R sent me a snide ******* Companies like godaddy have gotten too big for their own good. They have also outsourced their customer service to people with no real motivation to solve any problem. As such they no longer value customer service. I will be ending my 20 years of business with them when my plan ends.

  

  Business Response

  Date: 08/23/2023

  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 ***************************************************.
  
  On November 6, 2018, our customer purchased a Standard Multiple Domain (UCC) *** certificate for a one-year term during a call with GoDaddy's ************* team. This certificate has been renewed annually per our customer's account setting, most recently on September 7, 2022, and an email receipt was sent.
  
  On March 12, 2021, our customer manually upgraded their existing Deluxe cPanel Hosting plan to an Enhanced Hosting Plus plan via the GoDaddy website. The Enhanced Hosting plan includes Free, unlimited ***s for our customer's hosted websites.
  
  On August 17, 2023, they contacted our care team via online chat to request a refund for the most recent renewal of their *** certificate. At that time, they were properly advised that the requested refund was outside our Refund Policy's time frame.
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  As a one-time courtesy, we have provided our customer with a refund for the transaction in question. All future refunds will be processed in accordance with GoDaddys Refund Policy, which can be found at this link: ***************************************************/refund-policy 
  
  In the future, as account management is a customer's responsibility, if they want to turn off autorenewal for the *** Certificate in their account, they can do so by following the steps in the help articles we have provided in this link: **********************************************************************;
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  *************************
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/25/2023

   It is clear that this is theft and unjust.  Why would i pay for a service I was already receiving in a package.  It is obvious that Godaddy does not value my business as a customer of over 20 years.  I will take my business where it is valued.

  

  Business Response

  Date: 08/26/2023

  Thank you for the opportunity to address our customers additional concerns.
  
  We stand by our previous response, as account management is a customer responsibility.
  
  Furthermore, as a one-time courtesy have provided our customer with a refund for the transaction in question. 
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

• Initial Complaint

  Date:08/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Web builders that contain websites I have built, on several occasions, are just being deleted. I call to ask which domains are connected to which website builders, but to no avail. I've called over 10 times, I've emailed, I've chatted, I've made email complaints. I've spoken to representatives for hours and no one can help me, so I am just losing content and sites with no assistance.

  

  Business Response

  Date: 08/22/2023

  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 ***************************************************.

  In years past, GoDaddy ran promotions that provided our customers with credits for various free products when they registered a domain name. Once the domain was registered, a credit would be added to our customers account which they could enable at their leisure. Once enabled, the free product would remain in the account as long as the domain that the credit originated from remained registered within that account. If the associated domain were to expire or be transferred to another GoDaddy account or registrar, the credit as well as the free product would be removed from the account.

  In this case, our customer was utilizing credits for multiple free Website Builder (WSB) Personal 5-Page, WSB 1-Page, and InstantPage sites. Based on what our customer has shared, they published many of these sites using a different domain than was used to enable the credit.

  On March 1, 2023, our customer transferred a domain name from their account. This domain was associated with a credit and when the transfer was completed, the enabled free product and associated credit were removed from the account.

  RESOLUTION:

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

  Our office empathizes with our customer and understands their frustration. With that being said, GoDaddy does not have the ability to identify which domain credit was used to enable which free product.

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

  Kindest regards,

  ******
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/23/2023

  In the past, an English speaking customer service agent was able to identify which FREE credits were associated with the original domain. I'm confused why this can't be seen now.
  This is a huge concern for me and I need help immediately please, as I'm having to renew domains I don't want anymore because I'm afraid of losing possible webbuilder websites that *** or *** not be attached.
  

  

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to address our customers additional concerns. 
  
  We understand our customers frustrations. With that being said, we stand by our original response. GoDaddy does not have a way for our customer to tell which domain credit they used to enable their free products. 
  
  Thank you again for the opportunity to address the additional concerns presented by our customer. 
  
  Kindest regards, 
  
  Mat T. 
  Office of the *** GoDaddy 

• Initial Complaint

  Date:08/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the weeks leading up to the charge date I received about 5 emails confirming that my autorenewals for 3 domains would not be able to be completed due to my expired credit card. I attempted to cancel the auto renewals and was met with consistent errors and when trying to remove my credit card it also provided errors. I continued to receive emails stating "If you wait too long your products will expire and stop working and any services connected to them will also quit." which is what I wanted. So I did not update my credit card info and was going to let it cancel itself as my card was expired and I had confirmations that it was not possible to be charged. I was charged $235.58CAD on March 10th, 2023 (Card expired 11/22) at which point I was on a cruise ship. When I returned home I did not see the email that stated that the auto renewal had been completed and charged to my expired credit card. Upon realizing the charge yesterday, I contacted Go Daddy and spoke to two managers that both used the 5 day refund policy and said there's nothing they can do. There were barriers/errors to removing the auto renewal, barriers/ errors to removing my card, had multiple confirmation emails that the auto renewals would not be processed, then my expired card was charged while I was in the middle of the ocean. They stated that even if I noticed the email and charge when I got back to land, it would have been over the 5 day period and been denied. It unfortunately took me till yesterday to see the charge. They asked me to send them proof that I had emails stating the auto renew would not be processed, which I sent them and they said its my fault and outside of the refund zone of 5 days and they cant help me. I would like a full refund.I will upload one of the confirmation emails, photo of my expired card being charged, as well as photos of the error when attempting to remove my card.Go Daddy Customer #: ******************************** Transaction #: **********

  

  Business Response

  Date: 08/18/2023

  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 ***************************************************.
  
  On March 9, 2021, our customer purchased the domains in question for a two-year term. This purchase included Domain Ownership Protection (DOP); an add-on service that protects against the cancellation, expiration, or transfer of domain names. Domains that have this service can't be canceled or transferred until DOP has been downgraded. The steps to downgrade can be found at: ********************************************************************************.
  
  On March 10, 2023, per their account preferences, ********************** automatically renewed the domains in question to honor agreements with our customer. While ********************** sent notices prior to expiration informing them their payment method wasnt valid, these notices also included information regarding GoDaddys participation in card updater services, where our customers credit card issuer may automatically update expired payment methods on a customers behalf. These practices are discussed in our Universal Terms of Service and were included in the notices emailed to our customer on December 2, 2022, and March 4, 2023. These notices also encouraged them to disable their automatic renewal setting if they did not wish to renew their domains.
  
  On August 15, and 16, 2023, our customer contacted our *********** seeking a refund for the unwanted renewal. They were correctly informed the domains were no longer refund eligible.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  While the domains are no longer eligible for a refund, our customer may wish to list them for sale via the domain aftermarket to recoup the cost of their renewal.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  ******
  Office of the ***** GoDaddy
  

  Customer Answer

  Date: 08/23/2023

  You sent me confirmation emails stating " Your products will expire and stop working - and any services connected to them will quit". That alone confirms that you were not going to charge the renewal and then instead you charged an expired credit card that could not be removed from the domains. Proof of both is in my attached photos of the original complaint. 
  
  How is this showing integrity to your customers? You should happily refund the charge due to the clear disinformation I received so we can both move along and continue business into the future..... but you clearly care more about the one time payment of $240 and then burning your bridges with customers like all the reviews read. I would like all my services and credit card removed immediately.

  If this is not refunded, I will take this story of being told my services would quit to instead having my expired card held hostage on the service and now refuse to refund will be passed on to my local news networks consumer report divisions as well as to all online website creators.

  

  Business Response

  Date: 08/25/2023

  Thank you for the opportunity to address our customers additional concerns.
  
  We stand by our previous response. Customers who do not wish to have their products renewed are encouraged to disable automatic renewal. GoDaddy provides its customers with full control over renewal preferences. Customers may, at any time, log into their account and modify those preferences. Further, customers are free to contact GoDaddys 24/7 ************* Team if they require assistance with their account.
  
  If our customer would like to remove all products and payment methods associated with their account, they may find the following GoDaddy Help articles helpful.
  
  ********************************************************************************
  
  ***********************************************************************************************
  
  *********************************************************************
  
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  
  Kindest regards,
  
  ******
  Office of the *** GoDaddy