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

  3000 Carillon Pt Kirkland, WA 98033-7304

• 

  GoDaddy.com LLC

  Austin, TX 78701-2940

• 

  GoDaddy.com, LLC

  3000 Carillon point Seattle, WA 98033

• 

  GoDaddy.com LLC

  111 Congress Ave Ste 1200 Austin, TX 78701-4056

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:08/12/2023

  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.

  My domain ************* has expired. Yesterday, on Friday morning, I called GoDaddy and received OUTSTANDING service by an Indian gentleman who was incredibly helpful and genuinely cared to demonstrate GoDaddys values to me. Ive been your customer FOR THIRTEEN YEARS!!!! THIRTEEN YEARS!!!! Wow! Ive showed a lot of loyalty to YOU, GoDaddy. So, the representative renewed ************* for FREE yesterday. See screenshots. Today, on Saturday morning, I get an email from you that BILLING FAILED for zero dollars? The email said youll cancel my domain if I dont pay you ZERO DOLLARS? So, I called you AGAIN, and ****** answered who introduced himself as ****. He was unhelpful and careless. I asked to speak with his manager. He hung up on me. **** took my phone number to call me back IN CASE WE DISCONNECT initially when I called. It was obvious to me that he hung up INTENTIONALLY, but I still waited for him to call me back - to give **** the benefit of a doubt. ****** never called me back. I waited, then called GoDaddy AGAIN. Who do you think answered the phone? ****! I said ****, you just hung up on me. This is ****, I was waiting to speak with your manager. What did **** do? He hung up on me! Hes incompetent and careless. Hes in a wrong job. He is so inappropriate and disrespectful. He traumatized me today with his rudeness. Im shocked! He needs to apologize to me: Im a loyal customer of THIRTEEN YEARS and I deserve BETTER. My domain issue has never been taken care of by ANYONE at GoDaddy! Whos a competent and sane person to actually provide meaningful and helpful customer service to a customer of THIRTEEN YEARS?

  

  Business Response

  Date: 08/15/2023

  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 11, 2023, our customer contacted our ****************** ****** for assistance with renewing their domain name.  During this interaction, our Care Guide processed the domain renewal at no cost to our customer as a gesture of goodwill. 
  
  GoDaddy sends out automated renewal notices via email, and these notices are queued ** in advance.  In this case, even though our customers domain was renewed on August 11, the automated renewal notice was already scheduled to be sent out. 
  
  On August 12, 2023, our customer received an email notification indicating that they still needed to renew the domain.  Our customer can disregard this renewal notice, since the domain was renewed the day prior. 
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  We appreciate our customers candid feedback about their recent Care interactions.  Our Care teams work hard to assist with our customers' needs and concerns. We strive to offer the best service in the industry, but sometimes we miss the mark.  We will ensure that the Guide who handled their first call is recognized for their efforts.  We will also share the details of their second interaction with our ************* Managers to identify any areas of improvement.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *****************
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/15/2023

  please contact me and confirm in writing that I am all set

  

  Business Response

  Date: 08/19/2023

  Thank you for the opportunity to address our customers additional concerns.
  
  As shared in our previous response, our customer can disregard the second renewal notice they received.  
  
  Per their request, our office has reached out to them directly via email.  
  
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards,
  
  *****************
  Office of the *** GoDaddy

  Customer Answer

  Date: 08/21/2023

  Dear BBB,

  GoDaddys **** did email me. Thanks. The biggest concern of my complaint was that a GoDaddy customer service rep INTENTIONALLY HUNG UP ON ME MULTIPLE TIMES, and so far I received no apologies. Instead, GoDaddy sent me a long corporate speak blah blah blah, which probably made GoDaddy feel good about themselves but is useless. Heres the useless corporate speak they sent me: We appreciate our customers candid feedback about their recent Care interactions.  Our Care teams work hard to assist with our customers' needs and concerns. We strive to offer the best service in the industry, but sometimes we miss the mark.  We will ensure that the Guide who handled their first call is recognized for their efforts.  We will also share the details of their second interaction with our ************* Managers to identify any areas of improvement. This is NOT an apology I deserve after the customer care rep intentionally hung up on me multiple times!!!!

   

• Initial Complaint

  Date:08/11/2023

  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.

  Since purchasing a domain from GoDaddy 48 hours ago, I have been bombarded with phone calls, texts and emails. They sold my private contact details to so many third parties, it's a joke. I would never use them again and want to warn others. I don't want any further contact from any of these spam calls.

  

  Business Response

  Date: 08/17/2023

  
  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 9, 2023, our customer registered a domain name using the .US domain name extension for a one-year term in an online transaction. 
  
  GoDaddy provides all eligible domain name extensions with basic privacy. This service masks the domain name registrant's contact information required by ICANN for the public Whois database, and replaces it with proxy information.?  
  
  However, the US domain name Registry does not permit private registration for .US domain names. More information regarding .US domain names can be found at the following links. 
  
  ************************************************************************;
  
  **************************;
  
  RESOLUTION: 
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
  
  GoDaddy takes the privacy concerns of our customers seriously and does not sell lists or aid in creating unwanted emails or solicitation calls. Other than as described in the GoDaddy Global Privacy Notice, found within *************************************************** we do not provide information to third parties without a customers express permission.  
  
  We empathize with our customer. Unfortunately, in this instance, third parties may have gathered our customer's contact information from the public WHOIS database of domain name registrations.  
  
  Our office attempted to reach our customer by phone to address their concerns. Unfortunately, a recorded response stated the phone number in question did not accept incoming calls. Should our customer wish to discuss their concerns further, we can be reached at ***********************************************. 
  
  Thank you again for the opportunity to address the concerns presented by our customer. 
  
  Kindest regards, 
  
  **********************;
  Office of the *** GoDaddy 

• Initial Complaint

  Date:08/09/2023

  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.

  You have a domain seller that continues to spam potentially thousands of people including me and two of my accounts and ignores repeated requests to be removed. I have asked multiple times to be removed but they continue to harass. I have attached an example. I request that you reach out to them and have them cease and desist from emailing me. The email is it coming from is ***************************** and **************************** Thank you.

  

  Business Response

  Date: 08/09/2023

  Thank you for the opportunity to address the complainant's concerns.
  
  We empathize with them and understand their frustration. However, the spam in question is originating from another email providers system.  We encourage them to contact ****** to address their concerns, as we are not able to enforce and/or suspend the service in question for non-compliance.  We have located the following abuse reporting location at ******: *********************************************************************************************.
  
  Thank you again for the opportunity to address the concerns presented by the complainant. 
  
  Kindest regards, 
  ****************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:08/08/2023

  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.

  To Whom It May ********* stated my exact website need and was told to get the following. On 1/13-16/2023 I paid $4,082.03. ------------------------------**********RR REFUND 8/1/2023 ( $1,949.88 USD )********** 1/19/2023 $500.00 USD ********************* ********** 1/16/2023 $22.16 USD Domain Reg and Protect **********R REFUND 1/16/2023 ( $31.32 USD ) Domain Reg and Protect ********** 1/13/2023 $******** USD: ********************* Svc host 1yr 239.88 ********************* Svc build fee ******** ********* Services 1yr 1,020.00 Domain Reg ***** Domain Protect ***** Fee .36 Total: ******** --------------------------------With a full time job I would have to take off early to meet with the web designer only to find my and my assistant's changes not made. However, I had to pay to upgrade or pay for another plug-in. On 4/9/23, I requested they notify me when the list of 15 was completed before meeting. Their last email 5/1/23:------------------------------I do apologize that I wasnt able to get back to you in time. Unfortunately, I wont be available at the times that you are requesting because that would be at the end of my work day, In order to accommodate we will have to schedule you with someone who is available later in the day.---------------------No response from my emails 5/1 and 5/5. Why? This was clearly not working out. On 5/6, I explained my situation to ************************* and he stated that I may cancel and be fully refunded. On 6/8, ***************** confirmed.On 6/15 ***************** phoned me. He denied having an employee named *****. I requested the recorded message to which ************ stated 7/12 can only be released through a subpoena. ************ refused at least twice to give his supervisor's name and contact info. The only refund was issued 8/1 $1,949.88 out of $4,082.03 in which I paid $2,132.15 back in January. Incomplete service and no website rendered seven months later; This is Acceptable?Thank you for any help you may provide.***************************

  

  Business Response

  Date: 08/11/2023

  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 January 13, 2023, our customer purchased our ********************** (WDS), hosting, and marketing services for a one-year term.  ************ enlists GoDaddys?WDS team to create a custom website (for a one-time fee), using GoDaddys Managed WordPress product as the hosting of the site. Customers must submit information, including images and text for the website, to our?WDS team before the site can be built.  
  
  Our WDS team worked with our customer to the best of their ability and to satisfy their design needs. To ensure our customers satisfaction was met, our WDS team provided additional revisions on top of the standard two rounds.
  On June 8, 2023, our customer canceled the service in question and requested a full refund for their build. 
  
  RESOLUTION:  
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Our WDS Team attempted to reach out to our customer on multiple occasions and offered to continue working with them to help them perfect their site.     
  
  On August 1, 2023, in accordance with our Refund Policy, our customer was provided with a refund for the hosting and marketing services, but their request for a full refund for their build was declined. A copy of our Refund Policy can be found here: ***********************************************************************;  
  We appreciate our customer's candid feedback about our service levels and will ensure our ************* Managers thoroughly review their concerns to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry. 
  
  Thank you again for the opportunity to address the concerns presented by our customer. 
  
  Kindest regards, 
  Ivette 
  Office of the *** GoDaddy 

  Customer Answer

  Date: 08/11/2023

  To Whom It May Concern,

  GoDaddy did not fulfill service paid for website, $4,082.03 beginning 01/13/23.  Website designer did not respond to numerous attempts to complete the work and we honestly do not know why.  Always upselling.  In addition, after explaining our situation on 05/06/23 to a GoDaddy representative, he stated we were *********** a full refund upon cancellation.  We did not agree to the $1,949.88 refund amount before it was issued.  We repeatedly requested a full refund for the uncompleted service, delay/non response over the course of eight months to date when my company was depending on GoDaddy to fulfill their service contract to provide the focal website needed by our small business.  There was genuine loss of time, money and effort on our behalf.  Now to be refunded only $1,949.88 leaves us with paying $2,132.15 for no website in return. We don't understand why GoDaddy can think they can do this.

  Thank you,

  ***************************

  

  Business Response

  Date: 08/14/2023

  Thank you for the opportunity to address our customers additional concerns. 
  
  We stand by our previous response. 
  
  Our WDS team provided additional revisions on ******************* two rounds to ensure our customer's satisfaction was met.  Unfortunately, our customer decided to cancel.  They have been provided a refund in accordance with our refund policy which can be found here:  ***********************************************************************;
  
  We appreciate our customer's candid feedback about our service levels and will ensure our ************* Managers thoroughly review their concerns 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, 
  ******
  Office of the *** GoDaddy

  Customer Answer

  Date: 08/17/2023

  To Whom It May ******************** from not honoring their phone representative who stated that we may receive a full refund for cancellation, of which part of the refund policy (*****************************************************************), is GoDaddy referring? The refund policy states "Products purchased from GoDaddy.com, LLC may be refunded only if cancelled within the refund period specified below in this policy."  If there is a delay on the part of the website development team and non-completion in working on the product by say three months (before it becomes nonrefundable), how is it our company's fault?  The work was paid, then delayed and not completed beyond the recuperable refundable period?!? 

  We fail to see how this is ethical.

  Thank you,

  ***************************

   

• Initial Complaint

  Date:08/07/2023

  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.

  Been using Godaddy for years to host our website, they shut down the website due to a 'billing error' for 3 days (I was on vacation); however, there was no billing error. When I called them after returning they said the card on file for the auto renew did not work. I asked them to try again since my bank had not sent any notifications. The payment went through without a hitch. Chase bank says there was no issue at anytime with he credit card. Godaddy continues to give me the runaround, I've made several calls and a chat and basically they tell me I'm lying about the credit card. It's OUTRAGEOUS that they shut down my website, which also took down my emails, without calling or texting me - AND that this was their problem and not mine, and fail to apologize. I'm certain I lost business and emails over those 3 days and have had no resolution from godaddy thusfar. I desire a discount of costs, an apology, an explanation and a solid promise for how they will notify me in the future.

  

  Business Response

  Date: 08/09/2023

  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 April 30, and May 25, 2023, our customer received email notifications regarding the scheduled upcoming renewal of the domain name in question. These notifications were sent to the email address our customer had on file at that time. 
  
  On May 31, 2023, our customers domain name expired as scheduled after their financial institution declined payment.
  
  On June 5, 2023, an expiration notice was sent to the email address on file. Later that day, they manually renewed the domain via the GoDaddy website. At that time, they also updated the payment method on file. 
  
  On August 7, 2023, our customer contacted *********************** Care team to dispute the failed billing on March 31, 2023, when they were advised that their financial institution denied payment. They also updated the email address associated with their account.
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  During our customers August 7, 2023, call with our care team, they were refunded as a one-time exception to our Refund Policy for their June 5, 2023, domain renewal. All future refunds will be processed per GoDaddys Refund Policy which can be found at this link: ***************************************************/refund-policy 
  
  Furthermore, GoDaddy must rely upon its customers for information we would otherwise be unaware of, such as using a new email address. Account management is a customer's responsibility.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  *************************
  Office of the *** GoDaddy

  Customer Answer

  Date: 08/09/2023

  My bank, Chase, never declined the payment. That is the issue Godaddy made a mistake and refuses to acknowledge it. At no time was my card dysfunctional, on hold, expired or otherwise not working; in fact, when I called in they tried the card and it worked.
  
  The problem here lies with Godaddys inability to properly charge the credit card on file.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/07/2023

  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.

  I have been a customer of ********************'s for at least a decade. I'm building a website for a very large company and the server I was using was having issues. I called Godaddy for support on August 4th, 2023. I spent multiple hours on the phone. During a phone call with **** I was sold a dedicated server. That would increase my processing power as previously I was on a shared hosting plan. I was told that the server would be available to set up in one hour. My previous C Panel that hosted 8 websites was deleted. One hour came and went. I continued to call Godaddy to ask when it will be ready. I was told repeatedly that it takes time and would be up shortly. Days went by and 8 websites are down. I have a meeting in front of 60 people to reveal the website I built and not only do I not have the website to show anyone, I also do not have any website to show anyone as all 8 of the websites I hosted have been deleted. Despite my many attempts to contact Godaddy. I was repeatedly told to not call them back again and to only contact their legal department in writing. They also refused to refund my money for the server they sold me that does not exist.

  

  Business Response

  Date: 08/12/2023

  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 4, 2023, our customer contacted our ****************** ****** and was sold a dedicated server (server) for one-month.  Due to unforeseen technical issues, the server failed to provision properly, and on August 5, 2023, our customer received a refund for the server.  This refund was issued to In-Store-Credit (ISC), which was used to purchase a GROW Web Hosting Plan instead.  Our customer had a credit of $153.20 remaining in their account, which our office has returned to their original payment method on file. 
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Our office has confirmed that our customers websites are loading properly on the GROW hosting plan.  In addition to refunding the remaining ISC, as a gesture of goodwill, our office has extended the GROW hosting plan for an additional three months at no cost. 
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *****************
  Office of the ***** GoDaddy

  Customer Answer

  Date: 08/12/2023

  
  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:08/04/2023

  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 purchased a web hosting plan, to include the ability for me to setup a calendar and booking option with specific time slots for my Airbnb. I was very specific with my questions before purchasing and confirmed Id be able to accomplish everything I needed to with my purchase.I spent 5 hours building my website, only to be met with the problem of not being able to create a calendar to allow for online booking. I called go daddy and asked for help with the issue, only to be told I needed to buy another product to accomplish what I needed to. Not satisfied with that answer, I tried for another couple hours to do what I was told Id be able to. Another phone call to go daddy and I was told the builder tools that came with my purchase do not have the coding needed to build the site the way I originally was told I could! I was told I needed to spend another $500.00 to be able to get the proper tools. I did not pay another cent to them, but now Im stuck with a website that I spent hours on, not being able to accomplish what I need to.

  

  Business Response

  Date: 08/09/2023

  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 2, 2023, our customer contacted our ******************** to inquire about their options to build a website with schedule booking capabilities. With the assistance of our staff, our customer purchased *********************** Websites + Marketing Premium (***) for a one-year term via telephone transaction. Websites + Marketing is a proprietary, do-it-yourself, template-based product to construct a website.

  Between August 2, 2023, and August 4, 2023, our staff worked to the best of their ability to assist our customer with this schedule booking feature. It was determined that *** would not be a good fit for our customers business needs.

  RESOLUTION:

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

  We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our ************* Managers in an effort to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.

  Our office has connected with our customer to discuss their concerns. We have downgraded their website builder to a tier that will accommodate their current needs, and we have refunded them the difference in price. We ask that our customer please allow 5-7 days for their financial institution to process this refund.

  Should our customer like to request a full refund of their purchase in accordance with our refund policy, they may contact our office directly. We have included a link to this policy here: ***************************************************/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:08/03/2023

  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 repeatedly called to find out what personal identifiable information they collect from the visitor of my website. I have a hosting plan and Securi security with them. This information should be readily available to people who have a hosting plan and Securi security with them, but it is clearly not from my repeated phone calls. People who have a hosting plan and Securi security with them have to follow the law and the information needed to follow the law is information they have. I understand that at least some of the information is in the logs but is there more than that location. What about with Securi? I need someone from this company to explain what they collect from visitors to my website and how I can erase personal identifiable information of a person if that person requests it to be erased which is something I would have to do by law.

  

  Business Response

  Date: 08/07/2023

  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 27, 2023, our customer purchased a ************************* plan for a two-year term during a call to GoDaddy's ************* team.  
  
  On August 3, 2023, they contacted our ************* team to request specifics on what information GoDaddy's **************** collects. 
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  GoDaddy's Website Security/Sucuri does not collect Personal Identifiable Information (PII) from Website Users.
  
  Additional information related to this can be found at this link: ******************************************************
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  Kindest regards,
  *************************
  Office of the *** GoDaddy
  
  

• Initial Complaint

  Date:08/03/2023

  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 called GoDaddy on July ********************************************************* to get my emails. I filled out the paper work and was told Id have help in 72 hours. Many, many phone calls, help promised nothing. Over 300 hours later Im still locked out of my email. my mother passed away on July 21st and she had sent me emails that I needed to get to. Besides needing the things from my mother all of my bills are in my emails. I have spent hours trying to get help. I even drove to their headquarters which is about an hour away for help. The building was was basically empty. Everyone I was told works from home. I am desperate to be able to get into my email. I dont know what else to do to get them to help. I pay GoDaddy for that email address and to have access to my emails. I couldnt leave you an email to contact me at because Im locked out. I was told help would come within 72 hours and Im now at over 300 hours of not being able to get to my emails. I am desperate to be able to get to emails that my mothers sent to me.

  

  Business Response

  Date: 08/07/2023

  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 25, 2023, our customer contacted **********************'s Care team to request assistance accessing their email plan. During the call, they were advised on how to update the password associated with the email plan, which required that they access their GoDaddy account. We have a vetted process to validate account ownership and assist our customers in regaining access to their accounts. Instructions related to this can be found at this link: **********************************************************************************************************
  
  On August 4, 2023, this office connected with our customer and advised them regarding the information required to regain access to their GoDaddy account. When they provided the requested documents, they regained access to their account. 
  
  That same day our customer attempted to update the password associated with their email plan. Unfortunately, we were experiencing technical difficulties at that time, and they could not access the plan. 
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  On August 6, 2023, our customer contacted our ************* team again and regained access to their email plan. 
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  *************************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:08/02/2023

  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 purchased website design and hosting (marketing) service from GoDaddy in May 2023. At the time of purchase, the account representative told me that the design would take 2-3 weeks. It took almost 7 weeks. I approved the website content and asked them to publish the site at the end of June 2023. Despite having paid for the design and approving the content, GoDaddy refused to publish the site until I scheduled a call for another sales pitch (to demonstrate other products that were available). I informed them that I was not interested and just wanted the site up; I approved the website design via phone and via email... Almost 2 months later, the website has still not been published. During the sales call, the representative promised to design and publish a "coming soon" page until the final site was published. It took more than a month to get the coming soon page published; but on June 23rd, they took the coming soon page down and have since been trying to sale me another marketing package to get the coming soon page back up. I also paid for email migration. GoDaddy informed me that the migration was being completed on several occasions. This week, alone, I have been told that the migration was would be completed within the next 1-2 hours. The email migration has not been completed.Since May, I have spent more than 60 hours on the phone with their customer service representatives and countless hours chatting with their online support. I have asked to escalate the calls to a supervisor, and have been told that they don't have supervisors available to speak with me. They have promised a callback from a supervisor on multiple occasions, but I have not received one. GoDaddy does not have a mechanism for customers to escalate issues or to contact a corporate office or complaints department. I average 4 hour call times each time I call to inquire about the status of my website and email migration. I still have not received the services I paid for.

  

  Business Response

  Date: 08/04/2023

  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 May 18, 2023, our customer purchased a domain transfer to transfer their domain to GoDaddy from another registrar.

  On May 19, 2023, our customer purchased our ********************** and hosting services in a separate GoDaddy account for a ****** term. This service enlists GoDaddys **********************s team to create a custom website (for a one-time fee), using GoDaddys Managed WordPress Hosting product as the hosting of the site. Customers must submit information, including images and text for the website, to our **********************s team before the site can be built.

  On June 21, 2023, the domain transfer was completed. Our customer purchased new email plans and set up free email migrations on June 23, 2023. They were incorrectly advised that they did not need to take any further action to complete the email migrations.

  A call was scheduled for July 12, 2023, to publish the *** site, but the *** Team was not successful in connecting with our customer. They were also not successful in scheduling any follow-up appointments to publish.

  RESOLUTION:

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

  Our office empathizes with our customer and arranged for a member of our Care Staff to connect with them to collect the necessary information so they could schedule an email migration, which is set for August 7, 2023. They also assisted with merging the two GoDaddy accounts into one and publishing the *** site.

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

  Kindest regards,

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

  Customer Answer

  Date: 08/05/2023

   Purchased a 2-year subscription. GoDaddy promised to build and publish the website in a matter of weeks (at one point, it was 3, after I started complaining about the delays, it was 6. They also promised to publish a Coming Soon page while the site was being designed. I had to call repeatedly to get them to honor this agreement, and when they finally put something up, they wanted me to pay to keep it up past the initial 30 days.

  I discovered the multiple accounts and reported it to GoDaddy in May. Each time I called I explained that the multiple accounts were creating problems and requested that they merge the accounts. GoDaddy reported on 2 separate occasions in June that the accounts were being merged and it would take 2-3 business days to complete.

  I reviewed the website design in June and approved it for publication. I communicated my approval in writing and over the phone. GoDaddy unnecessarily delayed the publication. After calling and complaining for 2 months, I filed this complaint. GoDaddy refused to honor its agreements until BBB informed them of this complaint. 
  

  GoDaddy did not honor its agreement. I paid $1800+ for the website design and email migration. I provided the information requested for both, and despite its agreements to complete both in 3-6 weeks, it took close to 3 months. I spent 60+ hours on the phone trying to figure out why nothing was being done. 
  

  GoDaddy should refund part, if not all, of the website design and migration fee.

  

  Business Response

  Date: 08/10/2023

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

  Our WDS Team works by appointment and is proactive about scheduling customers. Missing appointments will impact the delivery time of a site design. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.

  The ********************** (WDS) was bought on May 19, 2023.

  The initial consultation was scheduled for May 25, 2023. They were not successful in their attempts to connect with our customer and follow-up emails were sent requesting to reschedule.

  On May 30, 2023, the initial consult was scheduled, which happened on June 2, 2023.

  A draft of the site was delivered to our customer on June 12, 2023, and a revisions call was scheduled for June 16, 2023. Those revisions were delivered on June 20, 2023.

  The final process in a WDS build is a scheduled call to confirm the revisions are correct, share resources about managing the site, and to publish the site. That call was scheduled for June 28, 2023, but our customer rescheduled it for July 12, 2023. The team was unsuccessful in their attempts to connect with them to publish the site and numerous follow-*** were sent.

  The project was closed on July 21, 2023, due to no response to our outreach.

  Our customer emailed the closed project on July 31, 2023, requesting to publish the site, but did not specify a domain to use. As the project was closed, it was not viewed.

  The domain our customer intended to use was in another ********************** account. While this would add extra steps to publish the site, it did not delay the publishing of our customers site.

  Our office empathizes with our customer, but is respectfully declining their request for a partial refund.

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

  Kindest regards,

  Mat T.
  Office of the *** GoDaddy

  Customer Answer

  Date: 08/12/2023

  I emailed GoDaddy on 7/16 approving the website and requested that it be published Even after I was actually able to get someone on the phone to request that they publish the site, they were unable to because they created a new account, so there were 2 separate accounts. I repeatedly asked them to merge the accounts; they repeatedly told me they requested it and it would be completed in 2-3 business days. It was never done. I reached out to the BBB, because despite the repeated calls, they failed to publish my website Miraculously, 1 day after filing this complaint (the day they received the notice), I received a call from the escalation department and my website was published within 45 minutes. It required no additional action on my part, so I was not the cause of the delay.