Complaints
This profile includes complaints for GoDaddy.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,600 total complaints in the last 3 years.
- 671 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/10/2022
Type: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 November 10th 2022 I contacted GoDaddy sales and support Because one of the websites we have contracted through them was redirecting to a third party site that had nothing to do with us and we no longer had any access to make updates. They advised me it was because there was malware that they had allowed to be installed on their Shared hosting servers that they manage, that was affecting my website. They said that in order to fix the problem I would need to purchase their website security package. I had only one condition and specifically asked if I purchase this will it solve the problem. I was advised yes if I made the purchase the malware would be removed by one of their technicians and then I would have access to the site to perform the updates needed. This never happened. For 30 days I've been waiting for them to finish cleaning the site and it never happened. I contacted GoDaddy support to get a refund for the website security package they sold me under false pretenses. They refused to refund any money stating that they had cleaned the website and website cleanings are non refundable. This is unacceptable as they sold me a product under a condition that was clarified before I purchased and they false advertised and took my money. After asking for a supervisor then they offered me only a 50% refund. After talking with a supervisor they refused to fully refund the product they sold me under the pretense of solving the problem and I have exactly the same problem. The technician even advised me that they were never able to complete the cleaning because the website needed to be updated. I advised them I can't even get into it to update it because of the malware and then we went in circles with this info.
Business Response
Date: 12/15/2022
Thank you for the opportunity to address our customers concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at ***************************************************.
On November 10, 2022, our customer contacted our *********** regarding issues they were experiencing with their website. They were informed their website was infected with malware and that in general, customers are responsible for their website content and security. They agreed to purchase GoDaddys ********************************* to clean up the malware on the website in question.
Following this interaction, they were later sent an email from our Website Security Team informing them the malware had been removed from their website; however, there were several vulnerabilities identified with the website, and various recommendations were made to secure said vulnerabilities.
Our customer did not contact our *********** again regarding the website in question until December 10, 2022, indicating they were still seeing their website was infected. Our ************* **** offered to step them through their product to identify the malware that had been removed, and as a courtesy, their ticket was reopened to perform an additional malware cleanup. Our customer declined this offer and requested a refund.
In an exception to our refund policy, and as a gesture of goodwill, a partial refund of 50% was applied to their account.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Considering the review of our customers account and interactions with our support staff, we respectfully decline their request for a full refund of the service in question.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
**************
Office of the ***** GoDaddyInitial Complaint
Date:12/08/2022
Type: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.
12/08/2022 We starting using Godaddy services on November 12, 2022. We are a property management company and wanted the ability to take online applications and payments for rents due from tenants. Therefore, payments for rents and application fees that we had already paid for and processed have been sitting in the GoDaddy account. We have received application fees and rent payments that have not been deposited into our account. We received an email today from GoDaddy stating that are account had been closed. "Due to a violation of GoDaddy Payment's risk policy, your account as a GoDaddy Payments merchant has been terminated.Effectively immediately, you can no longer process payments or access your GoDaddy Payments account. We will be refunding all of your transactions made to your customers. If you choose to recharge your customers, you will need to make other arrangements." I called them immediately trying to get answers as to why this has happened because we cannot have customers refunded for services we already provided. The first representative transferred me to a different department. The second representative put me on hold and said he was working on figuring out why this may have happened. Finally, after being on hold for 40 minutes, he comes back on the line and says he will have his payments risk team send me an email in regards to why this happened. I asked to speak with a supervisor and he came back on the line and stated that the supervisor would tell me the same thing. They were not authorized to go over this information, yet, they did not have a payments risk team department to speak to. He then said that once I receive the email, I would be able to respond directly to the email and the payment risks team would be awaiting my response. I received a very generic email from the payments risk team saying the same thing the first email said. I responded and no response...I need more information as to why this happened. This is tortious interference!Business Response
Date: 12/13/2022
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 12, 2022, our customer purchased *********************** Websites + Marketing (W+M) Premium for a one-month term via online transaction. Websites + Marketing is a proprietary, do-it-yourself, template-based product to construct a website.
On November 12, 2022, our customer submitted an application to utilize GoDaddy Payments. GoDaddy Payments is a merchant service that enables businesses to accept payments via online transaction or in person using a Poynt Smart Terminal, Poynt Card Reader, or a virtual terminal, and is an included feature of W+M Premium.
On December 8, 2022, GoDaddy notified our customer via email that their ********************** **************** had been terminated due to a violation of GoDaddy Payments Risk Policy. Subsequently, GoDaddy refunded all undeposited settled transaction(s) and voided all undeposited unsettled transactions made through their GoDaddy ****************.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We understand and empathize with our customers frustration.
Eligibility to utilize Godaddy payments is based on a variety of factors. While we are unable to provide any additional information regarding this decision, our customer can review common reasons an account could be closed here: *****************************************************************************************************.
Our customer will need to make alternative arrangements should they wish to recharge their customers.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
***************************;
Office of the ***** GoDaddyCustomer Answer
Date: 12/13/2022
That still does not explain why you terminated the account and refunded/ voided all the payments. We looked at these so called "reasons for account to be terminated" and we didnt fall under any of those categories. The fact that you cannot provide us yourselves with a sole reason as to why our payment account was terminated is not only suspicous and unfair, its unprofessional. Why provided services, and you refunded the money. Which caused our company to lose money. This is completely unacceptable and when we called to speak with management, no one would let us speak with upper management or a supervisor.
We want the reason as to why our account was terminated, exactly what did we "violate"?
PLEASE ADVISE
Business Response
Date: 12/14/2022
Thank you for the opportunity to address our customers additional concerns.
We stand by our initial response. Our customers GoDaddy ******** services have been terminated due to a violation of GoDaddy ******** Risk Policy. We are unable to provide any additional information regarding this decision.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
***************************;
Office of the *** GoDaddyCustomer Answer
Date: 12/15/2022
What did we violate? Which violation? We reviewed them all WE DID NOT VIOLATE ANY ONE OF THEM.
So in this case there was an unprofessional error made on your behalf. Or your simply lying. We lost money by providing services and you refunding money when we did nothing to violate any of your terms and conditions. We will continue to REJECT your responses until you give us the exact violation for the reason in which you terminated our account.
Thank you,
*********************.
Initial Complaint
Date:12/08/2022
Type: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 several products with the vender and I am on automatic billing. They have charged me $330 in redemption fees because according to them they attempted to charge my business debit card with **** of America 4 times. I called them and they could not provide proof that they in fact made these attempts. This is a business card the has many financial obligation daily and that account could not have been negative for the duration that they are stating. I have ask for a refund and they have declined.Business Response
Date: 12/13/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
As GoDaddy was unable to and our customer did not renew the domain names in question in a timely manner, they became subject to redemption fees, as outlined in the following help article: https://www.godaddy.com/help/what-happens-when-my-domain-expires-609.
On December 8, 2022, our customer manually redeemed the domain names in question via an online transaction. Shortly afterward, they contacted GoDaddy's ******************** and were correctly advised that the redemption fees they had paid were not refundable.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
While we empathize with our customer's frustration, the redemption fees paid are not eligible for a refund. That said, as a one-time courtesy in appreciation for their time as a GoDaddy customer, we have refunded the redemption fees.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*************************
Office of the *** GoDaddyInitial Complaint
Date:12/08/2022
Type: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.
Waiting on hold for 1 hour 58 minutes so far.....Simple problem. Email exchange working on desktop/iPhone, suddenly stops working on iPad.Asking for password. Correct password input. Rejected.Tried re-setting password des[pite it working fine on desktop.Now get directed to web site which has Warning un secure!Called in for help After nearly 30 minutes technician comes on, takes details asks me to stay on hold ,So far on hold now Waiting on hold for 2 hour 3 minutes...This is according to their web site Award winning customer support!Business Response
Date: 12/12/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
On December 8, 2022, our customer contacted our Care Team for assistance with logging in to their email. Unfortunately, due to unforeseen technical issues, the call was disconnected shortly after they were placed on hold for troubleshooting.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We appreciate our customer's candid feedback regarding our service levels and have reviewed the interactions in question. While we empathize with our customer and their frustrations **********************, as with all service providers, had unexpected technical issues at the time of their call.
We empathize with our customers frustration in this matter and encourage them to continue working with our Care Team to further troubleshoot their issue. They are available 24/7 and can be reached at ************.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
***********************
Office of the ***** GoDaddyInitial Complaint
Date:12/08/2022
Type: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.
$1,541.75 Nov. 9, 2022 $284.80 on Nov. 9, 2022 NEVER went on the business website. Never knew what they offered and Never would purchase any of what they offer. I seen charges on my credit card statement and researched it finally! I have zero need for a website. I am retired. I called the bank and they took off the large $1,541.75 charge. The second one they closed it and said I still owe it because the company claims I authorized it!! I called the company and they couldnt find who did it only that I purchased and would not refund it. I changed my credit card number so it wont be happening again! Someone must have purchased something with my card but their name and they wont help me to see or refund my money that was fraudulently done!!Business Response
Date: 12/13/2022
Thank you for the opportunity to address the complainants concerns.
We have been unable to locate an account with the information provided. Without being able to identify a customer account, we are not able to fully understand the issues at hand or properly investigate the matter to provide clarity or possible resolution.
Our office has been in contact with the complainant regarding their concerns. While they have not yet received a refund for the charge in question, we have committed to continue working with them to resolve their concerns.
Thank you again for the opportunity to address the concerns presented by the complainant.
Kindest Regards,
****
Office of the *** GoDaddyCustomer Answer
Date: 12/14/2022
I found the credit card number associated with the charges I did not make. At the time I did not have the old card number but after searching I found it and the number is ****************Business Response
Date: 12/15/2022
Thank you for the opportunity to address the complainants additional concerns.
Our office was able to locate the account in question with the information the complainant provided.
On November 9, 2022, several products were purchased during two separate transactions.
On November 21, 2022, our Payment Verification Team canceled the associated products and refunded the transactions in question back to the original form of payment.
On December 5, 2022, the complainant submitted a chargeback on these transactions. We responded to their financial institution stating that we had already refunded the charges.
If the complainant is still missing the funds, we recommend they contact their financial institution for assistance.
Thank you again for the opportunity to address the additional concerns presented by the complainant.
Kindest Regards,
Jenn
Office of the *** GoDaddyCustomer Answer
Date: 12/16/2022
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:12/08/2022
Type: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.
On December 8th, 2022, I received an email that one of my domains was set to auto-renew on December 13th. I went into my GoDaddy account today, December 8th, and canceled the renewal. I confirmed that it was canceled.Just a few hours later, I got a notice that $34.97 was charged to the card on file for the renewal of the domain, despite it saying it would renew on the 13th. Not only did I not authorize this charge, the charge should not have even been placed until December 13th if I had not canceled auto-renewal.All attempts to contact their support have been unsuccessful. They have stolen funds with an unauthorized early charge.Business Response
Date: 12/09/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We have communicated with our customer directly. They have received their full refund and require no further assistance.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
********
Office of the ***** GoDaddyCustomer Answer
Date: 12/13/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution adequate. I will wait for the business to perform this action and, if it does, will consider my specific issue resolved.
Regards,
*****************************
Initial Complaint
Date:12/08/2022
Type: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 domain RenRealty.com was set to auto renew 11/29/2022 the registrant received confirmation from GoDaddy November 24 that no additional action is necessary. December 3rd (a weekend) GoDaddy sent an email to the registrant that the domain "already expired" . Further research proved that Amex placed a temporary hold on the account due to suspicious activity and it was since removed. We attempted to provide another form of payment first thing Monday morning on Dec 5th but couldn't continue since the needed 4 digit validation code was being sent to the email accounts that GoDaddy already canceled without giving us a chance to correct. The 2nd option was to send code to the phone on record which is the business main landline that couldn't receive messages. After holding for close to two hours we were told to complete a changeupdate.com and provide an alternate email address to receive the code. we promptly completed and provided irs ss4 form as proof for business and picture id for owner who is the registrant. a few hours later we were requested to send an image of the individual on the id holding his id. we promptly sent. the next business day we got a request for the id of the owner of the new account we promptly provided. Hours later we got a request for the image of the new email owner holding his/her id that was also promptly sent. It is Thursday December 8th and even though after holding for many many hours we were promised to have it resolved by Wednesday we have ZERO communication from account recovery, last email was Dec 6 2:46pm. I was on hold yesterday from 7:30 pm till 9:30 hearing how "we can't wait to exceed your expectation) only to be disconnected at 9:31pm. we are a legitimate business that was SHUTDOWN for a FULL WEEK by GoDaddy for no fault of our own and were not given a chance to correct prior to shutting us down!!! after holding for hours you get reps that have no clue and give you false hopes that it will be resolved but it isn't.Business Response
Date: 12/09/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
Our office received this complaint on December 8, 2022, and our records indicate that our customer regained access to the account later that day.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our Account Recovery Team has advised our customers regarding regaining access to their account. Furthermore, this office will remain available to assist with any outstanding concerns, and we can be reached at ***************.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*************************
Office of the ***** GoDaddyInitial Complaint
Date:12/08/2022
Type: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 or around 10/9/2022 my three active email accounts were deleted by GoDaddy apparently because of a changed credit card number which lead to a failed auto renewal payment.Specifically ******************* ******************************* and ***************** When this happened, I contacted GoDaddy chat help and was told if I renewed my email hosting my accounts would be restored. I renewed my email hosting, but my old emails were not restored.OK that logs in but just shows one new email. You are sure everything will come back within 24 hours?***** J at 7:46, Oct 10:Yes, the backup will take upto 24 hours.I tried again the next day:/ at 10:04, Oct 11:The representative told me yesterday everything would be restored within 24 hours. It was not! That is why I want to double and triple check this!******* at 10:09, Oct 11:Be assured all the emails will be in your account with in next 24 hours, However, I will also update the notes for you.Emails still not restored! Tried again a third time: ******** at 11:52, Oct 12:Because I have checked with my advanced team and the emails were set up as new and that is why they were not restored.*************************** at 11:54, Oct 12:I see. Please go ahead. This is a serious mistake on behalf of godaddy and considerable stress and waste of my time! I trust it will be done correctly this time?After three attempts ******************************* is still not restored! I am fed up of wasting my time with this. I am in the process of changing all my online email registrations to my Gmail or Outlook accounts so I can stop using those hosted by GoDaddy I want 1)Old emails for ******************************* restored. Do not break other emails!2)When I open outlook I get this message : Your Mailbox has been temporarily moved on ********* Exchange Server. A temporary mailbox exists. I want this fixed!3)I want auto renew billing turned OFF for all GoDaddy hosting services!Business Response
Date: 12/13/2022
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 October 10, 2022, our customer contacted our Care team via Chat regarding email their functionality. Our customer was correctly advised that their email accounts had failed billing and were canceled for non-payment. Our customer re-purchased new email plans and re-created the email addresses. The email history was eligible to be restored, however, the addresses were setup as new accounts instead.
On October 12, 2022, our customer contacted our Care team via Chat to advise that the content was not restored. Our Guide worked with our Advanced Support team to restore the content for two of the three email addresses. The third address was omitted from the restore.
Email content for deleted accounts remains recoverable for 30 days. As such, the content for the third address is no longer available to be restored.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office attempted to connect with them to discuss their concerns. Unfortunately, our efforts have been unsuccessful to date. We remain available to speak with them and can be reached at ***************.
Thank you again for the opportunity to address the concerns presented.
Kindest regards,
*************************
Office of the ***** GoDaddyCustomer Answer
Date: 12/25/2022
Let me get this straight. GoDaddy promised on three separate occasions to restore my emails. They admit in their response that they only restored two accounts. Thus, they did not complete the job as promised. I received ONE voice mail from GoDaddy Office of the CEOwhich promised a follow up via
Email WHICH DID NOT HAPPEN. I tried contacting them via the phone number supplied, left a message and my message was not returned.
Yet GoDaddy believes this behavior upheld its agreements with our customer in good faith and honored its terms of service. So, I am to believe they are fine with deleting my accounts without sufficient warning, breaking promises, and not doing what they said they would do. Not so much as an apology. No company with this attitude deserves my future business or trust and they most certainly will not receive it ever again.
In the meantime they have still left my accounts in a incorrect state that needs fixing!Business Response
Date: 12/30/2022
Thank you for the opportunity to address our customers additional concerns.
We regret any inconvenience this may have caused and empathize with our customers frustration. As previously mentioned, GoDaddy was successful in restoring the content for two of the three email addresses in question. Unfortunately, the content for our customer's third email address cannot be restored.
Our office has reached out to our customer via separate correspondence in attempt to connect with them.
Thank you again for the opportunity to address the additional concerns presented.
Kindest regards,
*************************
Office of the *** GoDaddyInitial Complaint
Date:12/05/2022
Type: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.
Customer ID: *********. Domain auto renewal failed due to expired card on file 11/14/2022. I want to login to add my new card to renew domain abbygalemarie.com before it expires. Professional email goes through this domain. Cannot do 2 step verification because I got a new phone # this year, I no longer have access to phone # used for 2SV. Filed request to cancel 2SV in the correct form on GoDaddy. Never received any contact from them (note: I used a gmail email which didn't expire). Waited for reply and contacted customer service several *********************** chat and phone. They kept saying your ticket is expedited because you have expired domain. (Domain expired while waiting for 2sV to turn off). It has been 3 weeks since I sent the request. My website and email are locked out the busiest time of year as a business owner and I am losing THOUSANDS of dollars due to my site being down and customers cannot reach me due to my professional email not working! Called again today 12/5. Customer accounts can't locate my ticket 3 times. Then finally they say the ticket is CLOSED!? I never received a single email from them to my gmail saying it was closed, fixed, need more info, NOTHING! Lady on customer service confirmed she sees that 2 step verification is still turned on and asks customer accounts WHY did they close my request without fixing? NO EXPLANATION WHY! They said make a new request through the same form AGAIN! Why?! So I can wait MORE TIME TO NOT BE HELPED? WHY CAN YOU NOT ASSIST ME ON THE ***** LIKE A NORMAL COMPANY and fix my problem? I am so angry at this company and I am completely stuck because I can't transfer my domain, because I can't do ANYTHING with my domain because of 2 step verification. I will be cancelling my account IMMEDIATELY and taking my domain elsewhere. But I can't even do that because you say I must use my 2 step verification to make ANY changes. I demand a resolution IMMEDIATELY.Business Response
Date: 12/06/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
On November 16, 2021, our customer enabled Two-Factor Authentication (2FA) on their GoDaddy account, providing an additional security layer. 2FA requires an account holder to provide a numeric code received via text message along with their standard verification information to access the account.
On November 18, 2022, our customer submitted an Account Recovery request with incorrect information causing it to link to another GoDaddy customer's account. Our Account Recovery (AR) Team appropriately responded, stating that the request needed to be submitted using the account holder's information.
On November 23, 2022, they connected with GoDaddy's Care Team for assistance accessing their account. Our Care Team correctly informed them that GoDaddy has a vetted process in place to aid in the removal of 2FA, which can be found in the following article: https://www.godaddy.com/help/cancel-2-step-verification-7628.
On December 5, 2022, our customer submitted a new request using the appropriate account information.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
While we empathize with our customer's frustrations, ********************** takes account security very seriously.
Our AR Team has removed the 2FA from their account, and they can log in to renew the domain name in question.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest Regards,
Jenn
Office of the *** GoDaddyInitial Complaint
Date:12/05/2022
Type: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.
This morning we discovered that all our ****** ads were disapproved because of incorrect website landing pages (wethepeopleoffice.com). We tried to access our website but it was being redirected to a different website (SIMONSTRANSPORTSBAHAMAS.COM). We contacted GoDaddy technical support. They advised that the website was not hijacked but that GoDaddy moved us to another server without our consent or knowledge and did not update the **** which kept the website url redirecting to the other website (SIMONSTRANSPORTSBAHAMAS.COM).While on the phone with **** we found out that all websites on legalexpressusa server had been moved and godaddy did not even redirect the domains for all of them. WE HAVE NOTHING TO DO WITH THE WEBSITE SIMONSTRANSPORTSBAHAMAS.COM AND WE NEED TO KNOW WHY YOU REDIRECTED OUR WEBSITE TO THAT WEBSITE. We were neve informed and we never consented to moving us to a different server. The Issues:We lost business and customers as a result of this mishandling by Godaddy. All our payperclick ads expenditure went to waste.Google disapproved all our eds because they were redirecting to this other website. Now they all have to be resubmitted at a high cost and significant impact to our business. The new server is very slow, and godaddy did something wrong while moving the website, mixed up the database, and now the websites are extremely slow and not usable. I asked **** to speak to his manager but he blamed this mess by godaddy on us and was argumentative. We need to escalate this to the highest level of godaddy and we need compensation for our damages. GoDaddy acted in an aggressive and inappropriate manner. We will file a formal complaint with the *** Attorney ******* and will refer to our attorneys for the appropriate legal actions. We reserve all our legal rights.Business Response
Date: 12/11/2022
Thank you for the opportunity to address our customer's concerns.
Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at https://www.godaddy.com/legal/agreements.
On September 20, 2022, we notified our customer that their hosting plan was being migrated to a new server. Unfortunately, the server our customer was using experienced unforeseen technical issues, and GoDaddy acted to minimize any impact to them. As part of this scheduled migration, our customer needed to update their *** to point to the new server upon completion.
A second notification was sent to them on November 30, 2022 which provided the ** address our customer needed to update.
Our customer contacted our ****************** ****** on December 5, 2022, and our Guide was able to assist them with updating the *** and got the websites in question to load properly on the new server.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
GoDaddy tries to proactively notify our customers of these types of changes whenever possible. In this instance, two separate email notifications were sent informing them of the upcoming migration, and the *** updates that they were required to do.
While we empathize with their situation, our customer failed to take action and update the ** address after the migration completed.
If they are still experiencing slowness or have other technical concerns, we encourage them to work with our Care team for support.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*****************
Office of the ***** GoDaddyCustomer Answer
Date: 12/11/2022
The response from GoDaddy is false and deceptive. We have multiple websites hosted with GoDaddy on different servers. They sent a notice regarding one website only on one server. The complaint is regarding another website hosted on another server for which no notification was sent to us by their own staffs admission.
GoDaddy claims in its response that they were having technical issues but failed to state what type of issues they were having, and their claims are unsubstantiated. Our website was not having any issues at the time, and we believe the server was not having any issues. GoDaddy claims now that they wanted to upgrade us but the issue is that they failed to notify us and failed to take the necessary steps to make sure the transfer was done correctly. In moving the website in question, we believe they botched the job that they messed up the files, and now the website is malfunctioning and is very slow. They actually caused all website on this server to be offline.
Instead of pointing to our website, they had the domain pointed to a website unrelated to us, which caused our website to suffer in SEO ranking, caused us to lose thousands in advertisement we paid ****** for, loss of business because customers could not find our website, and ****** ultimately terminated our advertisement as a result.
We had to spend significant time and resources to resolve the technical issues and damage GoDaddy caused and we are still working on them for a week now. We believe GoDaddy's response is false, untrue and deceptive. We are referring this to the *** and filing formal complains against GoDaddy with the Attorney General, ***, and other regulatory agencies in the ** and in **********. Furthermore, We will be referring this matte to our attorneys to take a legal actions to recover our damages.
We reserve all our legal rights and intend to pursue them to the full extent of the law. GoDaddy wronged us and they are being deceptive about it.Business Response
Date: 12/12/2022
Thank you for the opportunity to address our customers additional concerns.
There are various reasons why a hosting migration might occur, which could include the retirement of an old server, hardware failure, or simply re-balancing the number of sites that reside on a specific server. In the hosting industry, migrations are quite common-place and the reason for a migration may or may not be disclosed. Often, these migrations happen behind the scenes and require no customer intervention. In this case, however, in order for the site(s) to continue to function after the migration, our customer needed to update the DNS.
Our records indicate that our customer was properly notified of the upcoming migration and failed to take action. As a result, their domain(s) remained associated with the previous server post-migration.
While we sincerely empathize with our customers situation, we stand by our previous response. If our customer still has concerns about the performance of their site(s) post-migration, we encourage them to work with our Care team to get them addressed.
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest regards,
*****************
Office of the *** GoDaddy
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