Business Profile

Web Hosting

GoDaddy.com LLC

Headquarters

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

1,653 total complaints in the last 3 years.
681 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/01/2025
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 purchased a 10-year plan for a domain and domain protection from GoDaddy, which explicitly stated that it included a customizable website with a "coming soon" landing page. Nowhere during the purchase process was it clearly communicated that the customizable website was under a free trial or that an additional purchase would be required to modify or use the website.Before completing the purchase, GoDaddy displayed several optional add-ons, but none of them advertised that purchasing a separate website plan would be necessary. Based on the information provided, I understood that the website customization capabilities were included with my domain and protection plan.After spending over $300 for the 10-year plan, I discovered I cannot customize or add content to the website without paying an additional $127 annually for a website plan. This cost was not disclosed upfront. When I requested a refund, I was told it was past the refund period, despite the fact that I was misled by incomplete and unclear advertising.Why This Matters: Lack of Clarity: Nowhere in the purchase process was it stated that the website feature was a free trial.Deceptive Advertising: The product details misled me into believing a customizable website was included with my domain plan.Unreasonable Costs: I am now expected to pay an additional yearly fee, despite having already paid for a 10-year domain plan.Resolution Sought: I am requesting a full or partial refund for my domain purchase, as the product was misrepresented at the time of sale. Alternatively, GoDaddy should honor its original advertising and provide access to the website customization features without additional costs.Supporting Evidence: Screenshots of the purchase process showing the lack of clarity about the free trial. Communications from GoDaddy indicating refusal to issue a refund and the additional charges required for website customization.We purchased domain: *************, screenshot one is just an example!
Business Response
Date: 01/07/2025
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 2, 2024, our customer registered the domain name in question with Full Protection for a ten-year term in an online transaction. Our customers domain registration included a free trial of Websites + Marketing (W+M). W+M is a proprietary, do-it-yourself, template-based product used to construct a website. The W+M free trial included a Coming Soon page, with additional features available to our customer once a plan level has been selected. Our customer has provided a screenshot confirming the Coming Soon page that is included with the domain name.

On December 18, 2024, our customer contacted our Care support team with questions regarding their domain name purchase. Our customer also inquired about options available for building and/or hosting a website through GoDaddy, and pricing for W+M was discussed at that time.

GoDaddy, as a registrar, acts as a broker of sorts when registering or renewing domain names. GoDaddy pays funds to the particular registry in good faith to register or renew a domain for a customer and has a limited time to receive a refund for those funds. These time frames are part of the basis of our Refund Policy, which can be viewed here ***********************************************************************

RESOLUTION:

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

While we empathize with our customer, we respectfully decline their request for a refund.

If our customer wishes they can access their W+M Free trial under Websites + Marketing on their accounts My Products page and select Purchase Now to select a plan level.

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

Kindest regards,

**** *.
Office of the CEO | GoDaddy
Customer Answer
Date: 01/12/2025
Thank you for addressing my concerns. However, I respectfully disagree with GoDaddys response and wish to reiterate that the advertising during the purchase process was misleading, which is the core issue of my complaint.
Misleading Advertising:
The domain purchase plan was advertised as including a "Coming Soon" landing page and website customization, with no clear indication that these features were part of a free trial or that additional costs would apply for full website functionality.
These details only became apparent after the purchase was completed, which is deceptive and not aligned with transparent business practices.
Refund Policy vs. Misrepresentation:
GoDaddys refund policy does not address the misleading advertising that led to my purchase. I would not have spent over $300 on the domain and protection plan had I known that maintaining or customizing the website would require an additional $127 annually.
Post-Purchase Information:
When I contacted customer support on December 18, 2024, I was informed for the first time that website customization required an additional subscription. This lack of upfront disclosure is unacceptable.
Resolution Requested:
I request a refund, either full or partial, as I purchased under the impression that website customization was included. Alternatively, GoDaddy should honor the original advertisement by granting access to the customizable website features without requiring additional payments.
I value transparency and fairness and hope GoDaddy will address these concerns appropriately. Thank you for your assistance in resolving this matter.
Business Response
Date: 01/17/2025
Thank you for the opportunity to address our customers additional concerns.

While we empathize with our customer, we stand by our original response and respectfully decline their request for a refund.

As a gesture of goodwill, to better understand if our Websites + Marketing (W+M) website builder would be a good fit for them, we would be happy to provide them a no-cost, three-month term of W+M at a plan level of their choosing. Renewals beyond the three-month term would be the responsibility of our customer. Any future refunds will be provided in accordance with GoDaddys refund policy.

If our customer would like to take advantage of this goodwill gesture we ask that they reach out to our office via email at *********************************************** confirming their desire to do so as well as their choice of W+M plan level. We will be happy to add their W+M to their account at that time.

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

Kindest regards,

**** *.
Office of the CEO GoDaddy
Customer Answer
Date: 01/24/2025
Thank you for your response and the offer of a three-month free trial for Websites + Marketing (W+M). However, this does not fully resolve my concerns.

My issue remains that GoDaddys advertising suggested website customization was included with my domain purchasenot just as a temporary free trial. Had I known a separate subscription was required, I would have reconsidered my purchase.

Given that I have already made a significant 10-year investment in my domain and protection plan, I ask that GoDaddy:
Extend the W+M trial to a full year OR
Provide access to a basic, permanent website plan at no additional cost.

This would be a fair resolution that acknowledges the confusion in the original advertising and allows me to fully utilize the domain I have purchased without unexpected costs. Please let me know if you are willing to accommodate this request.
Initial Complaint
Date:12/31/2024
Type:Order 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 had 2 web sites with Godaddy over past year and the site is not user friendly.I cancelled both ************************* and ****************** .net They refused to allow me to transfer my owned domain names to another registar/company.They said I would have to pay in the hundreds to get them released from their site.Can't even find cure skin cancer , net anywhere on their logs This is against all laws in ******* and will forward addtional complaints to Attorney General and Federal Trade commision.
Business Response
Date: 01/07/2025
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 2, and 7, 2023, our customer purchased the domain names in question each for a one-year term via separate online transactions.

On November 3 and 8, 2024, per our customers account preferences, ********************** automatically renewed the domains in question in good faith to honor agreements with our customer. ********************** sent renewal notices prior to expiration, including on October 4, 9, 29, and November 3, 2024, informing them their expiring items would renew in accordance with their account settings unless additional action was taken. GoDaddy provides its customers with full control over renewal preferences and customers may, at any time, log into their accounts and modify those preferences. Account management is a customers responsibility.

Chargebacks were initiated on the renewals in question on December 3, 2024. These chargebacks withdrew payments made to GoDaddy, and the domains were suspended from the account.

On December 31, 2024, and January 2, 2025, our customer contacted our *********** regarding their domains and was correctly informed they could not transfer the domain names in a canceled state. They were informed they would need to repay the domain renewals to bring them to an active state or wait until they completed the expiration lifecycle and were released by the registry. Our customer declined to reactivate their domains.

RESOLUTION:

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

Due to the chargebacks initiated by our customer, we are unable to reactivate the domain names 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 CEO - GoDaddy
Initial Complaint
Date:12/30/2024
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 am a small business owner and used GoDaddy *** services for 6 months. Five thousand seemed like a lot of money for it but they said it would have a great outcome. They did not mention it is auto renew or that I would need to call to cancel. Being a small business owner I am pulled in multiple directions throughout the day. I responded about 10 days too late to cancel the auto renew. My request for refund has been denied since I didnt contact in 2 days after the auto renew. I was told I can get 50% back of the remaining 5 months. So essentially paying $3,000 for one month I have used GoDaddy for all my websites and have a good amount of domains with them. I cannot believe that they would not work with a loyal customer for this issue. I did miss the cutoff date but like any business there are ways to work around the set dates. Especially if its customers first time using the service. I would like a full refund for the remaining 5 months not 50%. Thats absurd pricing for one month. Especially since I am working on having GoDaddy redo our entire site.Always had a good experience with them. This is very disappointing and has changed my views on the company. I would not recommend using them. The customer service for this issue is terrible.
Business Response
Date: 01/06/2025
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 11, 2024, our customer purchased **********************'s **************************************** for fifteen hours a month for a one-year term. This service enlists our SEO team to perform website audits and regular SEO updates to help boost a customer's website in search results.

On December 11, 2024, per our customers account preferences, ********************** automatically renewed the service in good faith to honor agreements with our customer. ********************** sent a renewal notice prior to expiration on December 1, 2024, informing our customer the service would renew in accordance with their account settings unless additional action was taken. GoDaddy gives its customers full control over renewal preferences; customers may, at any time, log into their account and modify those preferences. Account management is a customers responsibility.

********************** also sent an order confirmation to our customer on December 11, 2024, informing them their ************ plan had been successfully renewed for an additional six-month term.

On December 26, 2024, our customer contacted our Care team and was correctly advised the service was no longer fully refund-eligible.

RESOLUTION:

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

In accordance with our refund policy located below for our customers convenience, we respectfully decline their request for a full refund for the service in question. We encourage them to continue working with our ************ team, however, should they choose to accept the partial refund previously offered to them.

***************************************************/refund-policy

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

Kindest regards,

******
Office of the CEO - GoDaddy
Initial Complaint
Date:12/30/2024
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.
This company has the worst customer service that I have ever witnessed! I ordered new email service from them and have been on the phone with 3 different **** now for a total of 2.5hrs! The last one was from *********** and said some very smart things to me! They say they cannot understand you on phone, and are not nice by Any means. I want a full refund and want to cancel my service with them! They want me to call back and do this! Can someone help me with this???? Im not getting on the phone with them again! Thanks!
Business Response
Date: 01/06/2025
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 *********************************************************;

Our customer was utilizing our Workspace Email platform, which was converted to ********* 365 (M365) on November 10, 2020. While on Workspace, they were on a bundled plan with five email addresses.

On December 18, 2024, per our customer's account preferences, ********************** did not automatically renew the M365 in good faith to honor agreements with them. Renewal notices were sent before expiration, informing them that expiring items would expire per account settings unless additional action was taken. Account management is a customer responsibility.

Our customer contacted our *********** the next day, stating their email had expired. Our guide advised that they only utilize one email address and could save funds by having a single M365 plan. During this interaction, they moved to the singular M365 Email Plus plan for a three-year term.

On December 25, 2024, our customer contacted our ***********, stating they could not log into their email or their GoDaddy account. As the email on file is the same email they cannot log in to, they would need to submit an Account Recovery Request to update the email on file to an email they can access. This process can be viewed at the following link: **********************************************************************************************************

RESOLUTION:

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

As the M365 is outside of GoDaddy's Refund Policy, viewable at *****************************************************************, and is actively being utilized, we must decline their request for a refund.

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

Kindest regards,

Jenn
Office of the CEO - GoDaddy
Initial Complaint
Date:12/30/2024
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company has stolen my domain name and my web site that goes with it. And now they are trying to make me buy it back from them at a huge price when they stole it to begin with!!The site is copyrighted as well. I was warned about this bunch. This is an outright theft of my property! Not one communication was received from them! My contract was for the website to run through January 2025. I was told this ************* firm is a current accredited member of the Tucson BBB.Hope you folks can help. These people are not above lying. Thanks C. ****** ******, Enrolled Agent Pres.************************************************* I
Business Response
Date: 01/06/2025
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 ***************************************************.

Our office has successfully connected with our customer to discuss their concerns. The domain name in question has been active and available for them to manage within their GoDaddy account.

GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. We appreciate our customer taking the time to speak with us to resolve their concerns.

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

Kindest regards,

**** *.
Office of the CEO - GoDaddy
Customer Answer
Date: 01/06/2025

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,

C ****** ******
Initial Complaint
Date:12/28/2024
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 *************** purchased my previous email provider (********) and forced a migration on 9/1/2024. From day one of the process, they haven't been able to deliver most of my email promotions to my clientele's inbox (despite me following their migration wizard's instructions) and that is the single most important part of what their service *********** this point, I've been on 12+ hours of calls with their "customer service" department, who haven't been able to properly address the issue despite billing me full price the entire time. Their customer service has been unable to credit me a single dollar, even though every representative I've spoken to saying that something isn't working correctly with their service. All they can do is have me fill out a web form, where my request for a refund was rejected.Additionally and most recently, their customer service claimed to be following up with me after reaching out to another department. I received no follow up with the timeframe I was promised and the last customer representative admitted that said office wasn't even open during the specified timeframe.After months of trying to solve this issue, it seems blatantly obvious that the entire process is predatory and designed to discourage any sort of refund whatsoever while providing subpar customer service despite the wildly inaccurate claims of "24/7 award-winning support". Nothing about this experience has led me to believe that there is any actual customer support going on and I've clearly been being billed for a service that they are unable or unwilling to provide.The experience cost my business thousands of dollars in lost revenue, cost me over $100 in billed services that weren't working as advertised and 12+ hours of time across multiple months with unfulfilled promises claiming to help - on top of the frustration of being repeatedly misled. Nothing about this process seems acceptable, fair or legitimate as a way for a credible business to function.
Business Response
Date: 01/04/2025
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 30, 2024, our customer moved to *********************** ***************** Suite on a month-to-month term in an online transaction. ***************** is a suite of marketing products that includes the ability to send out email campaigns.

Our customer had multiple interactions with our Care support team between September 1, and December 28, 2024. During these interactions our Care support representatives worked to the best of their ability to resolve our customers concerns to their satisfaction.

RESOLUTION:

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

We empathize with our customer and appreciate their candid feedback. As a goodwill gesture we have processed full refunds for our customers ***************** Suite back to the original payment method. Our customer should allow additional time for the refunds to reflect within their account as some financial institutions can take 5 to 7 days or more to post refund credits.

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

Kindest regards,

**** *.
Office of the CEO | GoDaddy
Initial Complaint
Date:12/28/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been a customer of ******************** for many years. Lately over the past year plus there have been numerous issues with their automated billing and fraudulent practices with recurring billing, auto renewals and more. they make it impossible to cancel an auto renewal even when contacting support. The support team is clueless and runs me in circles. I kept getting billed for multiple domains I did not want. They will automatically choose a secondary credit card which I did not set as a backup card. They charged me multiple times for domains I did not want, yet could not get cancelled. Due to these issues I had issues renewing numerous domains I actually wanted. If I had of renewed them, then I would have been billed $1000+ for the domains I did not want due to their billing issues and auto fraud payments I did not authorize! There is one domain I want and now is expired. I have contacted godaddy for help multiple times with no answers. they could not fix the billing issues, and then they could not help me get back the domain without paying the auto renewal $80 redemption fee as well. This is a total scam as they will not let you cancel the other domains. I have now lost numerous domains. My son was in the hospital with a major health issue. I begged them via support to help me with no support. it is clear that Godaddy does not care about their customers. The domain I want to get back is ******************. I never wanted this to expire and begged them to help me numerous times.
Business Response
Date: 01/03/2025
Thank you for the opportunity to address our customer's concerns.

Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, found at *********************************************************;

GoDaddy provides its customers with full control over renewal preferences. They may, at any time, log into their account and modify those preferences. GoDaddy does not arbitrarily change renewal settings on our customers' behalf. ****************** is a customer responsibility. Our customer may find the following article helpful.

Is my product set to auto-renew?: *****************************************************************************
On September 1, 2022, our customer initiated the transfer of the domain in question to their GoDaddy account.

On October 3, 2024, per our customer's account preferences, ********************** attempted to renew the domain in question in good faith to honor agreements with them. The domain failed billing. The domain failed billing two more times, with email notifications sent to our customer to inform them of these events.   Additional action was not taken and on December 12, 2024, the domain was cancelled and returned to its associated domain Registry.

RESOLUTION:

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

Our office attempted to reach our customer by phone. Unfortunately, we were only able to leave a voice message.

We are currently seeing the domain name in question released from the Registry and available for registration. We encourage our customer to attempt to re-register the domain as soon as possible as it could potentially be registered by another party at any time.

We remain available to our customer to address any remaining concerns and can be reached at   *************************************************************************.

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

Kindest regards,

**** *.
Office of the CEO | GoDaddy
Initial Complaint
Date:12/26/2024
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 24, 2024, godaddy.com pushed through an automatic payment for website hosting. We had specifically indicated that we do not agree to automatic payments. In addition to this, they charged the wrong payment account and increased the price by $5 without prior notice. As this is an unused account, it had was not funded and we incurred $75 in fees due to godaddy.com processing an unauthorized payment on an unauthorized account. We also cancelled other services with godaddy.com and they added those back to our account and changed all of our products to auto renew. When contacted, godaddy.com stated that they would issue a refund. However, they retaliated by cancelling all our website services immediately. We indicated we felt we wanted the charge reversed prior to making a new payment on the correct account. We also feel like they need to make an effort to compensate us for the amount they coat us with unauthorized charges. Therefore, we can no longer access our website or any of our information. The customer service agent was rude, stated that there was no one else we could speak to about quality control, poor business practices, and processing unauthorized charges. We now have to rebuild our website with a different company after working for 6 months to complete it.
Business Response
Date: 12/30/2024
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 17, 2024, our customer enrolled in a one-month trial of **********************'s Websites + Marketing Basic (W+M) via online transaction. W+M is a proprietary, do-it-yourself, template-based product used to construct a website.

On December 24, 2024, per our customer's account preferences, ********************** automatically renewed the product in good faith to honor agreements with them. Renewal notices were sent before expiration, informing them that expiring items would renew in accordance with account settings unless additional action was taken. GoDaddy provides its customers with complete control over renewal preferences, including managing payment methods. Customers may, at any time, log into their account and modify those preferences. Account management is a customer responsibility.

On December 26, 2024, our customer logged in online and turned off the auto-renewal settings on the W+M Basic plan. That same day, they contacted our ************ and our staff offered to swap the payment method; however, our customer declined and requested the W+M to be canceled and refunded per our Refund Policy: ***************************************************/refund-policy

RESOLUTION:

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

We empathize with our customer's frustration, and as a one-time courtesy and gesture of goodwill, we recovered the W+M Basic plan for a one-month term and restored the website content at no cost to them.

If they wish to retain the W+M Basic, they must make payment by or on January 30, 2025.

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

Kindest Regards,

Jenn
Office of the CEO GoDaddy
Customer Answer
Date: 12/30/2024
GoDaddy indicated that auto-renew was not turned off until 12/26/2024. We set our account to have manual payment months before that date. GoDaddy changed all of our settings to auto-renew without our consent. They also set our payment method to an account that we did not authorize them to save the information, yet they saved the payment information. We also cancelled two other "products", a domain name and a website hosting product for a website that was never used and never set to be a paid for hosted site. We cancelled these products over 6 months ago and had to cancel them second time a few months later. On December 26th when we logged into our account the previously cancelled products were back on our account and also set for auto renewal. GoDaddy stating that we set our account to auto-renew is false and misleading. We had to reset the account to manual renewal AGAIN in December, AFTER they (or their system) reset our account to auto-renew. Their employee (agent ****** admitted that he could see that we had previously set our account to not have auto-renewal. He also stated he did not know how auto-renewal had been activated on our account. He also could not explain how previously cancelled products got added back to our account (also as auto-renew). Furthermore, we did not receive notice of upcoming payment (or payment due), a receipt, or any communication from GoDaddy regarding the payment they fraudulently pushed through our account. We had to find out from our bank, after being charged fees by the bank for the unauthorized charge.
I would like GoDaddy to be transparent and honest about this issue. I would expect an ethical company to admit to the error. It appears that GoDaddy is not taking accountability and attempting to displace blame regarding this matter.
Business Response
Date: 01/03/2025
Thank you for the opportunity to address our customers additional concerns.

We stand by our previous response. Account management is solely a customer responsibility; our customer agreed to this when setting up an account with **********************. GoDaddy does not arbitrarily change the automatic renewal settings or payment methods on our customers' behalf. While ********************** sent notices to our customer via email both prior to and following the transaction in question, GoDaddy has no insight into what happens to an email after it leaves our system, how our customer's ISP or email client handles the email once received, or whether the message is simply disregarded. While we make a best effort to partner in our customers' success, our customers must also be responsible for their actions or lack thereof.

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.

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

Kindest regards,

Jenn
Office of the CEO GoDaddy
Customer Answer
Date: 01/04/2025
Godaddy.com's own representative indicated they could see where the billing had been switched to auto renewal, not by us, the customer. It doesn't make sense why a godaddy employee would admit to it happening, yet the company itself denies it. While account management is the customer's responsibility, checking that payment settings haven't been changed by godaddy.com isn't something that would naturally occur to us, as it had previously been set to our preference. This also does not address having to cancel products/ services, multiple times. Nor does it address those cancelled services popping back up as a paid service on auto-pay. None of the responses take responsibility for what happened nor warns other customers that this is a possibility. At this time, I can only assume godaddy will never hold itself accountable and is attempting to gain payments from clients that intend to discontinue services, dishonestly.
Initial Complaint
Date:12/24/2024
Type:Sales and Advertising 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.
Over the course of 18 months, my LLC acquired over 900 domains (digital assets) utilizing Godaddy as the administrar. To say that the experience has been poor would be an understatement. The entire user interface for the ******************** site is designed to deceive and hide recurring costs which are automatically billed.MOST IMPORTANTLY, the materially significant number of assets that our venture acquire allowed us to observe, study, and confirm a deliberate and successful enterprise which prays on a large but generally unregulated business - digital assets.On 12/24/24, Godaddy informed me and my business that they were cutting ties and reserve the right to deny access to our account. In addition, it threatened to CANCEL ALL OWNED/LEASED domains without recourse if we did not begin transferring to another administrar by early January, 2025. We will begin by including a spreadsheet which includes all assets including Godaddy's "appraised value."We have strong evidence that Godaddy systematically and intentionally front-runs client activity and uses EXPIRED DOMAINS OF CLIENTS as significant revenue streams as it sells "premium" domains to the market without paying registration fees. Its 20% commission rate for client sales pales in comparison to the ability to essentially confiscate assets from clients like us, post them for sale without paying registration fees, and keep all or most of the profit upon sale.We are highly confident that Godaddy is committing MATERIAL FRAUD which should be directed to high level authorities. MORE TO COME.
Business Response
Date: 12/30/2024
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 this link: ***************************************************.

On December 18, 2024, after reviewing our customers' recent interactions with **********************'s Customer Team, this office notified them of our decision to end our business relationship and locked their account. In the email advising them of this decision, we provided the authorization codes to transfer their domains to a new provider.

RESOLUTION:

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

In response to our customer's claim, that ********************** participates in the "Front-Running" of domain names. GoDaddy does not and has never participated in domain name "Front-Running" the act of registering domain names after a registration search is done in an attempt to profit from the domain.

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

Kindest regards,

**** M
Office of the CEO - GoDaddy
Customer Answer
Date: 12/30/2024
Below is an unanswered email sent to the CEO.

CEO Team,
...

On the humanity of our current situation:

While this interaction with a former client might be your standard company protocol via godaddys terms of service, you must understand that this investment in domain assets has been personally significant for me. I believe that you are aware of the number of domains purchased and the dollars spent. The time spent in jubilation after a keen purchase and the frustration with time wasted battling with customer service.

If I am denied fair treatment, we both know that my ability to truly compete with your firms authority, leverage, and resources is relatively weak. Personally, it will be physically, financially, and spiritually unhealthy for me to battle to against a former partner for what is inevitably just a segment of the saga of life.

The truth is that I passionate about domains, specifically, and digital assets, generally. *********** and I believe that the domain industry is a relatively uncharted digital asset segment of web3 which will not only offer the possibility of outsized investment multiple potential, but also job and growth opportunities for entrepreneurs, minorities, and lower and middle class dreamers with limited capital but great ideas. In order for this pipe dream to come to fruition, the industry will have to establish less opaque rules and truly thoughtful administrative oversight to replace the (subjectively) arbitrary/opaque terms of service, imperfect registry data, and manipulation that is possible in the current environment. I hope we get there - I initially chose GoDaddy as a partner because I believe that the market leader has the ability to make all those things happen. Maybe you will - we and many others will benefit.
Business Response
Date: 12/31/2024
Thank you for the opportunity to address our customer's additional concerns.

We stand by our previous response. After reviewing our customers' recent interactions with **********************'s ************* Team, this office's decision to end our business relationship stands. Furthermore, we have provided them with the authorization codes required to transfer their domains to a new provider.

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

Kindest regards,

**** ********
Office of the CEO GoDaddy
Initial Complaint
Date:12/24/2024
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.
Today 12/24/24. About a month ago I opened an online account with ********************** my username name is ***************** my account number is *********** To date I have sent them almost one thousand dollars for the items they hold for me in my ********** problem that I am praying you can help me with is I absolutly cannot get into my account, I have spent now five hours dealing with AI Bots and customer service personnel and I'm still not able to get in. This is my feeble atempt to make a few extra dollars and I cant get into my account to buy or sell my merchandise. I have my account number, my password and two step verification. That should be enough to get me in. They have asked me for a retina scan of my eyes, certified copy of my finger prints, my mothers maiden name, copies of this document and that document. NO I will not entertain this mass fishing attempt to get my information. The two stage verification goes to my personal phone and No one else. Please help me.
Business Response
Date: 12/27/2024
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 24, 2019, our customer enabled Two-Step Verification ***** on their GoDaddy account, providing an additional security layer. 2SV requires an account holder to provide a numeric code received via text message along with their standard verification information to access the account.

What is 2SV: ******************************************************************************;

On December 24, 2024, our customer contacted our *********** multiple times for assistance with their account. After numerous attempts and communication with different Guides, the account was locked for security reasons due to an overuse of their 2SV. They were informed that the account would be automatically unlocked after 24 hours.

Trobleshooting 2SV: **********************************************************************************;

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, our customer can now utilize their 2FA method to access their account.

If they cannot utilize their 2SV method, GoDaddy has a vetted process to aid in removing 2FA, which can be found here: ****************************************************************************;

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

Kindest Regards,

Jenn
Office of the CEO GoDaddy

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