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

  
• 

  GoDaddy.com, LLC

  3000 Carillon point Seattle, WA 98033

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:07/06/2022

  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 an account with godaddy that is no longer working well for the workflow of emails I.m dealing nowadays. Last week my account got blocked and I had to sign with ****** workspace to manage emails better. But there is a problem since ****** email doesn.t work if i keep the godaddy email active and my account was renewed automatically but should be canceled so i can transfer my email to ******. I.ve been trying to talk to godaddy in the last 3 weeks and i.m still facing issues between godaddy emails and ****** email. For this reason I.d like to request full refund usd ***** from godaddy and exclude my email so I can finally manage my business without issues

  

  Business Response

  Date: 07/12/2022

  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 February 3, 2020, our customer purchased a ********* ********** Email Essentials plan for a one-year term via telephone transaction with our ********************* ********************** had been renewing this M365 plan annually in accordance with their account preferences.

  During June 2022, and July 2022, our customer was in contact with our Care Staff on multiple occasions to troubleshoot concerns relating to their email connectivity with a third-party domain provider. Our Staff was unable to assist our customer with configurations and on July 6, 2022, our customer opted to delete their email account and move their services to a new provider.

  RESOLUTION:

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

  Our office has successfully connected with our customer. We have issued the requested refund back to their original payment method. We ask that they please allow 5-7 days for their financial institution to process this transaction.
  Thank you again for the opportunity to address the concerns presented by our customer.

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

  Customer Answer

  Date: 07/12/2022

  
  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:07/04/2022

  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 was attempting to restore a site i manage and i was put through incredible hoops and had to spend over 12 hours recalling to get service. i am seeking for the troubles a refund of some nature due to excessive service down time and stress incurred. A manager by the name of ***** steerheaded most of the pain and suffering and should be investigated.The company was misdirected to delete account and i was in charge of recovering the account. After a great experience with a ***** i was then instructed to follow up with a call in ********************************************************************************************************** through circles it was only after over an hour did i get told it was going to take 7 days for recovery.I then called back several times to finally after the third call was able to get things remedied and within a few hours things finally were up and running once more.This problem could have been avoided and is why i would like a $250 refund on services on my cc ending in **** to make this right. I had to pay over $1600 for restoration and the tech time and what not surmounting to over $2800.

  

  Business Response

  Date: 07/08/2022

  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 October 29, 2020, our customer purchased Enhanced Business Hosting, for a three-year term, via telephone transaction with our Care Staff. They also purchased our Website Security (WSS) and two content migrations, which enlists a GoDaddy developer to transfer their website content from one service provider to their new website hosting. On June 28, 2022, an authorized user accessed the account to delete their business emails along with their Business Hosting and WSS.
  On July 1, 2022, our customer contacted our *********** to address the websites removal. Our Staff assisted them with purchasing a new Business Hosting and WSS for a three-year term as well as a restore, applying credit from their original purchase towards their new plans. Due to technical difficulties our Care Staff was unable to submit a ticket to restore the hosting account and requested our customer call back to have this request processed.
  Our customer later contacted our Care Team to finalize their restore. A member of GoDaddys Leadership Team submitted the request to restore our customers hosting account but had provided an incorrect timeframe for the restore to be completed. Following this interaction, our customer contacted our Care Team again to finalize their restore and publish their website.
  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. Our office has successfully connected with them, and we have resolved their concerns to their satisfaction.
  Thank you again for the opportunity to address these concerns.
  Kindest regards,
  ******************
  Office of the *** GoDaddy

  Customer Answer

  Date: 07/09/2022

  
  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.

   

  I want to add the representative in the *** Office was extremely communicative and helpful. Paid a great attention to all my concerns and followed up with swiftness and tremendous amounts of positivity.

  
  
  Regards and best of thanks again,
  
  *************************
  
   

  
  

• Initial Complaint

  Date:07/02/2022

  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.

  On Monday, I could not log in to either GoDaddy Website or my webmail. I spoke and wasted 3 hours to 6 different representatives. Sample of how ignorant, how unprofessional their tech support guys are: One of them I spoke to twice in the same day: JC. He tried everything and because he is not well trained, he could not solve the issue. I pay for this service. Finally he said, you need to upload your company's tax returns, your driver's license or Corporation Article!!! I said, but I gave you my Customer number and you should be able to find me! He said I can't!! I called again and spoke to another person, who said after talking to me about this issue for 20 minutes, I am sorry, I am in Billing and can't help you with the tech support problems. Then why did you start the conversation saying you are from tech support? She replied, I thought I could help, but hold on, and she hung up. I called again, and spoke to another tech support person who could not help, so I asked for a manager, and he took me back to where you start the process of saying who you are. I called again and here is JC again, I said, I need a supervisor JC! He hung up again, and I spoke to another person who said, hold on and I am sorry FOR THE INCONVENIENCE!! I finally spoke to *****, who offered to help but I had to go to work at that time, so I told her, I need this issue resolved because that's how I make a living. She said, I will call you tomorrow, I sent you an email now, asking you to let me know when we can call you. I said, not we, you! I don't need to spend another 3 hours with your unprofessional tech support who needs to see my tax returns to figure out how to reset a login!! Next day, I found a voice message asking me to call them to try to help me. I don't have another 3 hours to talk to the guys that don't know what to do with this issue. I sent ***** 3 emails telling her that if this issue is not resolved by a supervisor who knows what to do, I will file a case with the BBB.

  

  Business Response

  Date: 07/08/2022

  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 June 28, 2022, our customer contacted our ******************** regarding issues they were experiencing logging into their GoDaddy account along with issues setting up their email on their mobile device. As our customer was not able to identify their account number, login name, or the call-in PIN used to authenticate their account, they were advised on possible next steps in regaining access to their GoDaddy account via the steps outlined in the following GoDaddy Help article: https://www.godaddy.com/help/regain-access-to-my-domain-or-my-godaddy-account-4043.
  
  Our customer contacted our *********** several more times following their initial interaction and was able to authenticate their account. During these interactions, they were assisted with resetting their GoDaddy password and as their email was functioning on other third-party email clients, it was suggested they uninstall and then reinstall the mobile application they were utilizing.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  This office has invited our customer to connect to discuss their outstanding concerns. They may email us at [email protected] to schedule a call.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
   
  
  Kindest regards,
  
  Johnee D
  Office of the ***** GoDaddy

  Customer Answer

  Date: 07/11/2022

  I gave all the information to identify my account. I gave them my name, my account number, my pin and my email address. They could not help and asked for my taxes.

   

  Here is her email and my reply. She wants me to talk to useless customer tech support team that their boss will admit when we speak that they are not capable of solving the problem after 2 weeks without service.

   

  [email protected] <[email protected]> Tue, Jun 28, 6:48 PM (13 days ago)
  
  
  to me, ********************************************
  
  
  
  
  
  
  
  
  
  Hi please let me know when you're available .
  
  
  
  
  
  
  
  
  
  Talal Smadi <************************> Tue, Jun 28, 8:53 PM (13 days ago)
  
  
  to [email protected]
  
  
  
  
  
  
  
  No problem.
  
  
  Anytime tomorrow after 11:00 am.
  
  

  I replied to the email I received from Johnee, *** and waiting for his reply.

  I told him I am available:

   

  Dear *****,
  My name is ****** with the Office of the *** here at GoDaddy.
  I am following ** in regards to a complaint you recently filed with the Better Business Bureau and was hoping we could connect to discuss your account. Typically, I am available Monday through Friday between 6 AM and 3 PM Pacific Standard Time, but can adjust my hours as needed if there is a time more convenient for you.
  If you would still like assistance with your account, please let me know in reply a few times what would work best for you and I will make every effort to connect with you at one of those times.
  Best regards,
  Johnee D
  Office of the *** | GoDaddy

   

  Their customer tech support team is not knowledgeable and don't know how to solve issues. I gave all information needed and I received an email from ***** telling me that she will call me next day and never did. Here is her email again:

   

   

  

  Business Response

  Date: 07/15/2022

  Thank you for the opportunity to address our customers additional concerns.
  
  This office has been successful in connecting with our customer and has assisted them with resolving their outstanding concerns.
  
  Thank you again for the opportunity to address the additional concerns presented.
  
   
  
  Kindest regards,
  
  Johnee D
  Office of the *** GoDaddy

  Customer Answer

  Date: 07/21/2022

  
  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:06/29/2022

  Type:Billing 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 left two messages for a member of management to contact my office. As I was about to submit my complaint, I received a call from a supervisor by the name of **** regarding this billing issue, I didn't authorize! He indicated he was calling from ***************. This representative was very condescending, rude and unprofessional! I terminated the call since he was extremely rude and unhelpful. We've been paying monthly on our Godaddy account, there was a charge of $89.97 in which we DID NOT AUTHORIZE!

  

  Business Response

  Date: 07/01/2022

  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 17, 2021, our customer initiated a free, one-month trial of Websites + Marketing (W+M). W+M is GoDaddys proprietary website building tool. On September 26, 2021, our customer upgraded their W+M plan and renewed for a one-month term. This plan was automatically renewed monthly between November 21, 2021, and January 21, 2022.

  On February 16, 2022, the W+M plan failed billing due to an invalid payment method. Subsequently, the plan was removed from the account on March 13, 2022 for non-payment.
  Our customer contacted our Care Team on March 29, 2022, to address their concerns with the websites removal. During this interaction, our staff successfully recovered our customers content and, as a courtesy, provided a three-month term to their builder at no cost.

  On June 29, 2022, GoDaddy renewed our customers W+M plan, for a three-month term, in accordance with their account preferences. Products will automatically renew for a term equal to the most recent renewal period. Our customer contacted our Care Team to address the renewal and requested GoDaddy adjust their plan to **** monthly. Our customer was refunded for two months and the time on their plan was reduced.

  RESOLUTION:

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

  Our office has since connected with our customer to address and resolve their concerns to their satisfaction. We appreciate their candid feedback about our service levels. GoDaddy strives to offer the best service levels in the industry.
  Thank you again for the opportunity to address the concerns presented.

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

• Initial Complaint

  Date:06/28/2022

  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 am trying to access my account to make necessary changes for my email provider. There is a 2 factor identification enabled, which I did not enact, that has no backup system to get me access. After multiple calls to customer service they will not unlock my account and told me to wait 72 hours before the verification department can get back to me. They will not connect me via phone to get this resolved, wont speed up the process and dont seem to care that I am unable to perform required business maintenance. I did not enact this 2 step verification and now I am unable to turn it off.

  

  Business Response

  Date: 07/01/2022

  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 15, 2020, our customer enabled Two-Factor Authentication (2FA) on their GoDaddy account to provide an additional layer of security. 2FA requires an account holder to provide a numeric code received via text message or through ****** Authenticator as part of the verification to access the account. GoDaddy provides this security feature to help prevent account and domain name hijacking.
  
  If a customer no longer has access to the mobile device or phone number associated with their 2FA settings, GoDaddy has a vetted and established process to remove 2FA from their account on their behalf. More information can be found here: https://www.godaddy.com/help/cancel-2-step-verification-7628. 
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  GoDaddy takes account security very seriously. While we empathize with our customer's frustrations, ********************** has a vetted process in place to aid in the removal of 2FA.
  
  The 2FA was removed from our customer's account on July 1, 2022.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

• Initial Complaint

  Date:06/27/2022

  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.

  On April 21, 2022, I contacted GoDaddy regarding changes we needed done to our website. I was told I had to purchase an add on package on our account to make unlimited changes for 12 months. This would enable me to contact GoDaddy at any given time within those 12 months and have them make the changes I needed done. We are a small in church in the Bronx, ** and every year we host an event for women across the country. I wanted GoDaddy to make a registration form on our website, and add the ability to accept payments for the women registering for this event. I was told by the rep on the phone that this should only take 48 hours to build onto our website, and that I would receive an email informing me it was done. Two months later after countless phone calls, and e-mails, GoDaddy still had not completed the simple task I had asked them to do. I was told I would get a call back from multiple reps, and none of them ever called me back. I would have to call again and explain my request all over again to a new rep, only to be told the same story over and over again. I finally had to hire a freelancer that completed the simple task in two hours. What GoDaddy could not do in two months, a freelancer completed in two hours. This freelancer is a friend of a friend, and he did not even want to charge us, but we as a church paid for his services. I called GoDaddy on Monday, June 27th to request a refund and they refused. I believe they are thieves for keeping money for services they never completed or fulfilled.

  

  Business Response

  Date: 07/01/2022

  **** 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 April 21, 2022, our customer contacted **********************'s ************* Team to discuss making changes to their existing website, purchasing a *************** Services plan for a one-year term to facilitate this.
  
  From April 21 to June 16, 2022, our Website and Marketing Team attempted to work with our customer. Ultimately on June 27, 2022, our customer requested a full refund for their *************** Services plan purchase.
  
  On July 1, 2022, our Website and Marketing Escalations Team contacted our customer and agreed to follow up with them in the near future, to discuss their refund request.
  
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  On July 1, 2022, this office became aware that on June 30, 2022, our customer had processed a chargeback against their April 21, 2022, transaction. As this chargeback withdrew payments made to GoDaddy, we cannot provide goodwill gestures in a state of financial loss.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  *************************
  Office of the *** GoDaddy

  Customer Answer

  Date: 07/06/2022

  To whom it may concern:

  I did attempt to resolve this issue with GoDaddy directly before doing a chargeback. I called, and was transferred two to three times, and I was informed that a refund would not be given to me. 

  I explained to the people I spoke to that GoDaddy did not keep their end of the agreement. They failed to do a simple task, that should have only taken 2 hours, or one business day. One simple ticket became seven tickets. Their staff never called me back as they promised to call me back, or e-mail me back. Every time I called, I had to repeat my request over and over again.

  Keeping money and not providing the service is called robbery. I always try to resolve all of my problems directly with the person or company before putting in a dispute with the credit card. I explained to all the reps my situation, and they all understood and apologized. They all agreed that my request should not have taken 2 months. I would understand if GoDaddy had completed the task, and perhaps I did not like the design, but NOTHING was done. 

  Ultimately, I was left with no choice but to dispute the charge with my card.

   

   

  Regards,

   

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

  

  Business Response

  Date: 07/11/2022

  Thank you for the opportunity to address our customers additional concerns.
  
  We stand by our previous response.
  
  In addition, on July 8, 2022, GoDaddys Website and Marketing Escalations Team contacted our customer, and they agreed to withdraw their chargeback against the transaction in question. Once their financial institution notifies us regarding the funds being returned to GoDaddy, our Website and Marketing Escalations Team will cancel the product and process the requested refund.
  
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the *** GoDaddy

  Customer Answer

  Date: 07/14/2022

  
  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. The refund has been issued, and I can consider this case closed.

   

   

  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:06/27/2022

  Type:Billing 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 want a 2 year audit of our account. Each time we call with problem and help or to discuss account payments. GODADDY Nearly every time wants additional money. It seems GoDaddy has been handled by salesman only interested in upselling! Now my work account is in active. We were on auto renew. Also we need credit for additional money we have paid applied. We are trying to remove unused and apply the credit *** us.Also I need my email corrected. I asked for that last year!

  

  Business Response

  Date: 06/28/2022

  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 February 3, 2006, our customer opened an account with us.Since then, our Care Teams have worked diligently to service their online needs and address any questions or concerns regarding their account.GoDaddy strives to offer the best service levels in the industry.  GoDaddy provides our customers full access to their account history, order history, and payment methods. In addition, we provide our customers with full control over their products and renewal preferences. They may, at any time, modify those preferences. We do not change the renewal settings on a customer's behalf. The expiring items will renew in accordance with account settings unless additional action is taken. Account management is a customer responsibility.

  RESOLUTION:

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

  While we empathize with our customers, we give them full control over their accounts; we respectfully decline their request for an audit.

  Our customer may find the following help articles useful.
  Is my product set to auto-renew?: https://www.godaddy.com/help/is-my-product-set-to-auto-renew-31929
  View my GoDaddy receipts: https://www.godaddy.com/help/view-my-godaddy-receipts-4885
  

  In addition, our Care Teams can provide clarification and assistance for all account and product-related matters. Our customer can reach them at ************, or they can visit https://support.godaddy.com for live chat, help articles, and more. If our customer wishes, they can reach our team at [email protected].  Thank you again for the opportunity to address the concerns presented by our customer.

  Kind regards,
  ****************
  Office of the **** GoDaddy

• Initial Complaint

  Date:06/27/2022

  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 operate a jet ski rental business and had a partner, *********************** until he passed away in October of 2021. He set up our website uwharrieadventures.com with GoDaddy and was the registered account holder. I have made several attempts to work with GoDaddy to gain ****** to the website to update the contact information and be able to respond to our customers who are now being ignored and keep this seasonal business afloat. Despite providing GoDaddy with a request on the site they provided, a color copy of my drivers license which I believe is not legal for them to request a color copy of any government issued identification, a copy of the death certificate, a request from ******** next of kin, a copy of the *** EIN documentation which shows Uwharrie Adventures is my company they continue to refuse ****** stating they need to protect the registered account owners privacy. Many emails and phone calls have been sent/made only to be told there is no way to speak directly to the department making this decision. Several of their email replies made it clear they were not understanding ****** had passed away and that we resided at different addresses. The last email said the death certificate didn't match their records. The only thing that wouldn't match is his legal name was **** but he went by ******. The address clearly was the same. Our customers are going unanswered when they email and reservations are being missed. Please help us save our seasonal business. If they continue to refuse to grant ****** to the website we want it removed so that our customers are not ignored due to no fault of our own. Thank you for your time and assistance with this.

  

  Business Response

  Date: 06/30/2022

  Thank you for the opportunity to address the complainant's concerns.

  From the information provided, the complainant does not appear to be a GoDaddy customer.

  ********************** has a vetted and established process that allows access to an account after the account owner has passed away. More information can be found at: https://www.godaddy.com/help/how-to-gain-access-to-domainsaccounts-after-owners-death-8356.

  On May 29, 2022, the complainant contacted our Care Staff as they were not able to access their business partners GoDaddy account and were not receiving the oassword reset emails they had requested. They were properly advised to submit a request to our Account Recovery Team (ART) and did so after their interaction with us ended.

  Between May 29 and June 10, 2022, our ART worked with the complainant to the best of their ability to address their concerns.

  RESOLUTION:

  Our office empathizes with the complainant and has been in contact with them to confirm that the information they have provided to our ART does not match what is listed on the account. They indicated there might be a 3rd party involved in the setup of the account in question. If that is the case, the complainant will need to work with the account owner to ***** them access or move the site and domain to an account they control.

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

  Kindest regards,

  Mat T.
  Office of the ***** GoDaddy

  Customer Answer

  Date: 06/30/2022

  We have attempted on several occasions to be able to have an actual phone conversation with the Account Recovery Team.  When the Mat, the *** first reach out he wanted to have a time that we would be available to speak with him directly but has not called. Our last reply to Mat has gone unanswered.  We do not have any way to ascertain if or who might have helped in setting up the website even though it does not make any sense why it would be in their name as they do not have any stake in our company.  We have followed GoDaddy's direction to visit their page WHOIS to obtain information on the listed account holder but there no information other than GoDaddy information listed.  There is an offer that pops up from GoDaddy to "broker a deal" to purchase the website which appears to be another way they make money off of an unfortunate situation. This has to stop if we are going to be able to salvage our reputation. 

  We would really like to have an actual phone conversation with you to discuss this further as replying by email is not very productive.  We have requested to speak with someone on your Account Recovery team on several occasions only to be told that is not an option.  We are not sure if the reason the information does not match is in fact because of the person who ****** might have helped him set up the website or not - nothing else makes sense as we have provided ******** address, home phone number which is the one used on the website which if you call there is a voice-mail directing you to call the new business number, his cellphone number, his son's information, documentation showing Uwharrie Adventures is our company but are still not finding resolution.  We do not have any way to contact someone who might have helped him in setting this up if we have no idea who that is.  The end result of this apparent stalemate is still extremely damaging to our business.  GoDaddy is supposed to be in business to help businesses like ours not hurt them.  

  

  Business Response

  Date: 07/06/2022

  Thank you for the opportunity to address the complainants additional concerns.

  We stand by our initial response. Our Account Recovery Team must be provided with specific documentation to update account information on our customers behalf. So far, the documents provided do not match what is listed on the account.

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

  Kindest regards,

  Mat T.
  Office of the *** GoDaddy

  Customer Answer

  Date: 07/07/2022

  We were not aware of anyone other than *********************** being listed as the account holder and have provided GoDaddy with the documentation to show ******** Adventures is our company.   We have requested that GoDaddy provide our contact information to the person they claim is the account holder so that they are not in any violation of their security policy or to remove the website that our customers are utilizing to make reservations and contact us through.  Having those customers be ignored is the worst way to provide customer service.  We want the site removed since they are not willing to provide any other solution to this problem.

• Initial Complaint

  Date:06/26/2022

  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 having this issue for quite sometime now and have attempted multiple times to resolve, but with no success. Go daddy hosts my website and online store. For many years I have been able to ship **** international first class to my ******** customers. Due to some glitch, this service has not been working. I have spent countless hours on the phone with customer service. I have been lied to multiple times. I have been told that the **** no longer ships to ******. I have also been told that the **** only ships to certain providences. None of this is true. I ship **** first class to ****** all the time through PayPal/ship station, the **** website, Amazon and ***** In the last three weeks I have been promised a call back. Two times from a supervisor and once for an update on case # *********. Not once has anyone kept their word and called me back. Also please take note of the screenshot attached, this is still being offered in your settings. There is clearly a technical issue that is causing this issue that no one at Go Daddy wants to attempt to solve. Please resolve this issue or refund me my monthly subscription as I am clearly not receiving the service I signed up/paying for.

  

  Business Response

  Date: 07/01/2022

  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 customer is utilizing *********************** Websites + Marketing Commerce for their online store. Since June 18, 2022, they have contacted GoDaddys Care team multiple times with regards to their shipping concerns.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Our office has been in contact with our customer to discuss their concerns. We appreciate their candid feedback about our service levels. GoDaddy strives to offer the best service levels in the industry. We will continue working with them to resolve their technical issues to their satisfaction.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  *************************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:06/23/2022

  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.

  Godaddy recently renewed a domain name that we had purchased years ago for my husband who is an author. Unfortunately, he lost interest in maintaining it and we forgot about it. We expected a reminder email about it when it was due to renew in June, but nothing came. Suddenly we saw a 20 dollar and change deduction from our bank account and had to chase it back to them. Now they will not let us cancel even though there has been no activity in over a year. I contacted them the day of the deduction from the bank but only got a robot response.

  

  Business Response

  Date: 06/27/2022

  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.

  
  GoDaddy provides its customers with full control over billing and renewal preferences.  ****************** is a customer responsibility. 
  
  RESOLUTION:

  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  We empathize with our customer and have attempted to reach them by phone to address their experience and concerns.  Unfortunately, we were only able to leave a voice message.  If our customer wishes they can reach our team at [email protected].
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  
  Kindest regards,
  ****************
  Office of the ***** GoDaddy