Complaints

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

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  GoDaddy.com LLC

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

  
• 

  GoDaddy.com LLC

  3000 Carillon Pt Kirkland, WA 98033-7304

• 

  GoDaddy.com LLC

  3000 Carillon Pt Kirkland, WA 98033-7304

• 

  GoDaddy.com LLC

  Austin, TX 78701-2940

• 

  GoDaddy.com LLC

  111 Congress Ave Ste 1200 Austin, TX 78701-4056

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

• Initial Complaint

  Date:03/18/2024

  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.

  As a long time customer, I registered domain names under a business. I changed my phone number and was not able to receive 2 step verification code. I was told to send documentation about the registered company proving ownership of the domain names on my account. I was told by the recovery team that my account isn't under my name. Of course it's not because I have several domain names. I provided more proof than was requested and they could not understand that my name on the account has no bearing on the registered owner of the domains. As a result I've been locked out of my account even though I paid money for each domain and web builder. Ironically I have no access but they continue to bill me. I'm in process of filing a former complaint with the *** and ICann because they took money for domain names and they are not giving access to those domain names which is basically theft.

  

  Business Response

  Date: 03/20/2024

  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 9, 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 normal verification information to access the account. 
  
  On January 27, 2024, our customer submitted a request to remove 2FA from their account. The process to remove 2FA can be found here: ***********************************************************************
  
  Between January 27 and March 20, 2024, our Account Recovery (AR) Team responded multiple times in an attempt to obtain relevant documentation.
  
  RESOLUTION: 
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
  
  GoDaddy takes account security very seriously, and while we empathize with our customers' frustrations, we have a vetted process for removing 2FA.
  
  On March 20, 2024, our AR Team renewed three of our customers' domains at no cost as a courtesy to prevent them from canceling during the account recovery process.
  
  We encourage them to continue working with our AR Team and provide the requested documents to disable 2FA from their account.
  
  Thank you again for the opportunity to address the concerns presented by our customer. 
  
  Kindest Regards,
  ****
  Office of the *** GoDaddy

• Initial Complaint

  Date:03/17/2024

  Type:Delivery 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 renewal my wbesite and i cant add products people can order my products i have this pronlem every month

  

  Business Response

  Date: 03/22/2024

  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 February 29, 2024, our customer initiated a Free one-week subscription trial of GoDaddys ******************* (***) Ecommerce plan in their account.
  
  On March 7, 12, and 17, 2024, in accordance with their account settings, ********************** attempted to automatically renew the plan in question in good faith to honor agreements with our customer, however, their financial institution declined payment. GoDaddy also sent notice to our customer informing them the *** plan was at risk of cancelation unless additional action was taken.
  
  As no action was taken, the *** plan entered a suspended state on March 17, 2024.
  
  Additionally, on March 17, 2024, our customer contacted *********************** ************* Team regarding their website renewal and suspension. Our Care Team worked diligently to assist our customer to the best of their ability to get the website resynced and live.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  GoDaddy provides its customers with full control over renewal preferences. Customers may, at any time, log into their account and modify those preferences.
  
  While we empathize with our customers frustration in experiencing difficulties due to the hosting plan suspension, we respectfully decline their request for an account credit and encourage them to consider utilizing GoDaddys Automatic Renewal feature to prevent further unwanted missed renewals and subsequent hosting plan suspensions.
  
  More information on how to enable Automatic renewal can be found here: ****************************************************************
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  
  Kindest regards,
  
  ******
  Office of the ***** GoDaddy

• Initial Complaint

  Date:03/16/2024

  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 unable to complete their process for cancellation of auto renewal despite having spent 3 hours online with their support people. It is an authentication problem where their process automatically fails to send an email. I was unable to get anybody online or by email to respond to requests to cancel.A month later, using an incorrect date card they charged, apparently they have a deal with **** where they can do that. This after sending me emails that say they cannot do it.

  

  Business Response

  Date: 03/22/2024

  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 February6, 2024, our customer contacted our Care team multiple times for assistance with downgrading the protection associated with two domain name registrations.  Instructions to downgrade are provided in the Help article at ********************************************************************************.
  
  On March 13 and March 15, 2024, per our customers account preferences, ********************** automatically renewed the two domain names.  
  
  On March 18 and March 20, 2024, GoDaddy was notified our customer had disputed the renewal transactions with their financial provider.  The domain names were removed from the GoDaddy account pending resolution of the chargeback.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Our office has reached out to our customer to discuss their concerns.  They mentioned that they wanted to keep one of the domain names they disputed.  The funds in question have already been returned to our customer.  As a goodwill gesture, we were able to recover the domain name they desired, which is currently active in their GoDaddy account.  Should they wish to remove the protection from the domain, they may follow the instructions in the article referenced above.  If necessary, our office is willing to assist with downgrading the protection.  Our customer may reach us at *********************************************************************************************.
  
  We also appreciate their 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 concerns presented.
  
  Kindest regards,
  
  ************
  Office of the ***** GoDaddy

  Customer Answer

  Date: 03/22/2024

  
  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 recommended to Godaddy that their team should be empowered to make the changes rather than having the customer make the changes himself, it is hard to show people the problems encountered.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:03/15/2024

  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.

  Inability to Access Account Due to Two-Step Verification Error I am unable to access my account due to a two-step verification error. Despite multiple attempts to resolve the matter, I have encountered significant difficulties and have yet to receive a satisfactory resolution.The error message consistently informs me that the phone number associated with my account is not recognized during the two-step verification process. Despite reaching out to the company's customer support team for assistance, I have received no concrete solution to this problem. Each time I contact them, I am merely assured that I will be notified via email once the issue is resolved, with no indication of when that might be.As a result of this ongoing issue, I am unable to address critical matters that require immediate attention, which has resulted in substantial financial burdens for my business. It is unacceptable that I am left without access to my account, with no clear timeline for when this issue will be resolved.I expect Go Daddy to prioritize addressing this issue and provide me with a clear timeline for when I can expect to regain access to my account.

  

  Business Response

  Date: 03/21/2024

  
  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 October 26, 2019, our customer enabled a ********************* (SMS) Text Two-Factor Authentication (2FA) on their GoDaddy account providing an additional layer of security to help prevent account and domain hijacking.   2FA requires an account holder to provide a numeric one-time code received via text message or through an Authenticator App as part of the verification process to access the account.   
  
  On March 8, 2024, our customer contacted our Care support as they were unable to utilize their SMS 2FA to access their account. A ticket was created during this interaction and escalated to our developers for resolution.  
  
  On March 15, 2024, the ticket was resolved allowing our customer the ability to utilize their SMS 2FA to access their account. 
  
  Between March 8, and March 15, 2024, our customer contacted our Care support teams multiple times for assistance with the issue they were experiencing.   During this time our Care support teams worked with our customer to the best of their ability to satisfy their account needs.   
  
  RESOLUTION: 
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
  
  We appreciate our customers candid feedback about our service levels. GoDaddy strives to offer the best service levels in the industry. 
  
  We empathize with our customer and have attempted to reach them by phone to address their concerns. Unfortunately, we were only able to leave a voice message. We remain available to assist our customer with any outstandijng 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 *** GoDaddy 

  Customer Answer

  Date: 03/21/2024

  Go Daddy employs less than qualified persons to handle client ***************** are not handled in a timely manner and customer services is severely lacking. I request a full refund of funds paid for website hosting for 2024. This is my second request for a full refund.

  

  Business Response

  Date: 03/26/2024

  
  Thank you for the opportunity to address our customers additional concerns. 
  
  We stand by our original response. 
  
  GoDaddy takes account security very seriously and has a vetted process to remove Two-Factor Authentication (2FA) if customers are unable to verify an account. Account management is a customer responsibility. 
  
  While we empathize with our customers' frustrations our Account Recovery Team actively responded to our customer requesting legible and verifiable documentation. We respectfully decline our customers' request for a refund. 
  
  Thank you again for the opportunity to address the additional concerns presented by our customer. 
  
  Kindest regards, 
  
  **********************;
  Office of the *** GoDaddy 

• Initial Complaint

  Date:03/14/2024

  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.

  After 10 years with the same website and top page rankings on ******* I chose to pay $1600 for a new website with godaddy. But, they published it under the wrong domain name. I kept calling to have them fix it but it took almost a month for anyone to fix the problem. In that time, I lost my top page rankings on ******* which ru******* new business leads and income due to loss of my website and indexing. I was told I would get my rankings back in a few months but that's never happen. They want more $$ monthly to fix my rankings. Almost 9 months later and I'm still not ranking unless i fork out 500 /month. This has caused a loss of income that's un-measurable.

  

  Business Response

  Date: 03/18/2024

  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 June 19, 2023, our customer purchased our ************************* which enlists our website building team to build a website on our customers behalf.  Our customers existing website remained live while their new site was being built.  On August 21, 2023, our customers new site was completed and inadvertently published to a different domain within our customers account.  This was corrected on August 22, 2023 and their site has been live using the correct domain ever since. 
  
  There are many factors that affect Search Engine Optimization, and in October of 2023, our customer was provided ********************** ***************** Suite for 2 months at no cost to them.  ************ assists our customers with optimizing their website for Search Engines.  After the initial 2 month term, the plan has continued to renew automatically each month per our customers account preferences. 
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  On March 18, 2024, our office attempted to reach our customer via phone to discuss their concerns, but we were unable to connect with them.  We remain available to speak with them regarding any outstanding concerns they may have 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 ***** GoDaddy

• Initial Complaint

  Date:03/13/2024

  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 wish to lodge a formal complaint against GoDaddy for their misleading guidance and substandard customer service regarding my ********* 365 subscription after my attempts to understand the service were met with inconsistent pricing from GoDaddy representatives and unprofessional conduct. Please allow me to explain: I have been a loyal customer of over 14 years- ********************** transitioned their ***************** to ********* 365, effectively making ********* a subservicer for certain GoDaddy functionalities. This transition was not communicated clearly, especially regarding future add-ins or upgrades to ********* 365 services through GoDaddy that might incur additional costs or require subscription upgrades to use the product effeciently. Although I was prompted to call Go Daddy(please see attachment) for assistantance their customer service representatives and supervisors were condescending, dismissive, argumentative, and extremely rude exacerbating the situation instead of offering helpful support or solutions. This behavior, compounded by a failure to transparently communicate service changes and accurately inform about *********'s role as a subservicer, is unacceptable. When I asked for the phone number of their subservicer, their extremely foul supervisor (who spoke down to me throughout the entire conversation) was unable to provide me with the contact information to their subservicer and condescendenly stated "I mean I could ****** it" completely unacceptable. I was treated with a total lack of respect and professionalis simply for trying to understand ********* 365 subscription and the additional costs associated with adding on an app when previous app additions did not require/prompt me to call go daddy and/or upgrade to a different plan.

  

  Business Response

  Date: 03/21/2024

  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 August 11, 2021, our customer purchased a ********* ********** email plan for a one-year term. The M365 plan has continued to renew within the account via online and Care-assisted transactions. 
  
  On March 11, 2024, our customer contacted our Care support for assistance with an issue they were experiencing in downloading a third-party app to their M365 plan. Our customer was correctly advised an app needs to be compatible with their M365 plan to add it. Our customer was also correctly advised that per our Statement of Support we are not able to assist with third-party apps. 
  
  On March 13, 2024, our customer again contacted our Care support for assistance with adding a third-party app to their M365 plan. During these interactions, our customer was correctly advised that per our Statement of Support we would not be able to assist with third-party apps. 
  
  GoDaddys Statement of Support can be found here:  ***********************************************************************;
  
  Between March 11, and March, 13, 2024 our Care support teams worked with our customer to the best of their ability to satisfy their account needs.   
  
  RESOLUTION: 
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service. 
  
  While GoDaddy is committed to helping all customers to the best of our ability we must do so within our defined Statement of Support.  GoDaddys Statement of Support may be reviewed online at ************************************************************************;
  
  We appreciate our customers 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 by our customer. 
  
  Kindest regards, 
  
  **********************;
  Office of the *** GoDaddy 

• Initial Complaint

  Date:03/13/2024

  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 called GoDaddy explaining that my webpage was not showing, but giving an error of 404. Advised them that my account was in good standing, there were no issues from the Go Daddy portal, everything showed as published and active, but I was not able to see it on any of the devices I was using. Multiple individuals have also told me they could not access the page for the past week. When I called, I spoke with a very rude gentleman who said, If you had maintained your webpage, you wouldve known it was not showing. I have been using Go Daddy for almost a decade, with four domains, three websites, & three email accounts. I know how to use the site. Firstly, his demeanor was extremely rude and condescending. The supervisor was no better, his name was ******. ****** refused to tell me the name of the rep I had spoken with, but gave me case number *********. They both stated that there is a 99% up time and that usage of other codes may affect the site. I do not use any code, and strictly build my website through GoDaddy. ****** was equally condescending and stated that I did not deserve a credit. I decided to call back and speak with someone in customer care, and got ******. I advised ****** that I would be canceling all 10 of my products. Waited on the line with ******, who was very patient & understanding. He spoke with his supervisor who will review the calls and will reach out to me via ************************** He stated it can take ***** hours for a response. Requesting 1 week credit for web hosting for Katanamalone.com.

  

  Business Response

  Date: 03/18/2024

  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 ***************************************************.
  
  Our customer is using *********************** Websites + Marketing (***) for their website. *** is a proprietary, do-it-yourself, template-based product that customers can use to construct, host, and manage a website.
  
  On February 15, 2024, their *** service expired.  Per their account preferences, ********************** attempted to automatically renew the service in question in good faith to honor agreements with our customer, however, their financial institution declined payment.
  
  GoDaddy sent notification on February 16 and February 23, 2024 to inform our customer that action was required to avoid loss of service.  On February 23, 2024, they contacted our Care team and renewed the service for one-month.
  
  On March 13, 2024, they contacted our Care team due to their website not displaying. After our customers *** service was republished, the associated website resolved without issue.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Our office has since contacted our customer to discuss their concerns.  We appreciate their candid feedback about our service levels and will ensure their concerns are fully reviewed by our ************* Managers to identify improvement opportunities. GoDaddy strives to offer the best service levels in the industry.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  
  ************
  Office of the ***** GoDaddy

• Initial Complaint

  Date:03/11/2024

  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.

  I purchase my domain through godaddy again after my account had gotten messed up. the lady had me to go back in system purchase domain again after 2 years of not having it bc someone had took it through the error and tried to resale it to me for higher. i was able to get it back and they setup up a new acocunt and then merged the account and told me i had the protection plan and everything with it. so i recieved a email about a final notice about update your card but the infomation on acocunt is correct card. after 30+ min reps was like she found that they charge a card that is not on my profile as billing card. but told me its my fault bc i didnt update card and i ask her if the card on my file is correct then how am i wrong so i finally got to *************************** transfer from ******* and he came on nasty and was like you going have to pay the ***** extra fee to keep domain or it will be cancelled. i explain to him how should i be responable for them charging a card thats not on my account and i cant update it from a card that i dont have on file when it shows correct information. so **** refuse to credit it back as well as allow me to speak with someone over him and that i cant file any complaints bc he is supervisor of escalation. so now im going to lose my non profit organazation domain bc of there mistake. everytime i explain things he told me then he wa slike he dont know how to fix that. so i said if you dont know how then how could you expect the customer to fix or change something they cant see because it shows correct billing info. after that he just keep been rude and trying to release the call bc he keep getting himself having to fix the lie he stated before. all i want is the credit to my account of $80 so i can pay my balance and move on with my domain and life.

  

  Business Response

  Date: 03/18/2024

  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 February 12, 2022, our customer registered a domain name for a two-year term via online transaction.
  
  On February 13, 2024, per our customer's account preferences, ********************** attempted to automatically renew the domain in question in good faith to honor agreements with them, however, their financial institution declined payment.  
  
  GoDaddy sent notifications to our customer on February 17, February 22, and March 11, 2024, indicating action was required by them to avoid product cancellation.  While GoDaddy sent multiple notices to our customer via email, ********************** 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.
  
  As our customer did not renew the domain in a timely manner, it became subject to a redemption fee, as outlined in the following help article:  *******************************************************************************.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  Upon contact with GoDaddys Care Team on March 11, 2024, they were properly informed of the associated redemption fees.  Our office attempted to connect with our customer to discuss their concerns and was unsuccessful.
  
  The redemption of expired domain names is time sensitive.  We recommend the customer access their ********************** account at their earliest convenience to recover the domain name.  We also welcome the opportunity to speak with them in hopes of resolving any outstanding concerns and can be reached at ***********************************************.
  
  Thank you again for the opportunity to address the concerns presented.
  
  Kindest regards,
  
  ************
  Office of the *** GoDaddy

• Initial Complaint

  Date:03/11/2024

  Type:Customer Service 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.

  Go Daddy not meeting support sla, or following up on support in accordance with their customer agreements to support their products

  

  Business Response

  Date: 03/12/2024

  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 March 11, 2024, our customer called our Care Team to report an issue with their ability to send emails. At that time, our team worked with our customer to resolve their concerns to the best of their abilities.
  
  RESOLUTION:
  
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
  
  As with all service providers, GoDaddy had an unexpected technical issue that resulted in the error our customer is experiencing. Our team is continuing to work to address and resolve this known issue.
  
  Furthermore, we appreciate our customers candid feedback on our service levels.
  
  Thank you again for the opportunity to address the concerns presented by our customer.
  
  Kindest regards,
  ******
  Office of the ***** GoDaddy

  Customer Answer

  Date: 03/12/2024

   GoDaddy, instead of apologizing, is making excuses for their poor customer engagement model.   If they had a means to contact via their page, I could have raised the issue with them directly.....but they've created a barrier to customer engagment.

  There is NO EXCUSE for it to take me being in a chat for 5 hours, for 2 minutes of conversation, to be told it's a known issue.  GoDaddy, in contradiction with industry and trade practices, has chosen to remove a email support choice, or ticket submission page, or an email form submission, as options to engage support.  Forcing their customers to sit on hold, or attempt chat.  Their model is so delayed and slow, that customers give up in disgust.   In conversations with other hosting companies...for example...Rackspace can swing an entire account and website from Go Daddy to Rackspace in less time than Go Daddy responds to a support request.  Probably something that your management should understand.  
  

  This is the only engagement model available to bring this gaping problem to their attention, and almost certainly their executives have not had an honest assesment of their "new clothes" and exist in a vacuum where everything is fine.
  

  To address your claim that this is within the SLA....no sir, it's not.  Your agreement has timelines to respond AFTER notification.    You advertise, and say how quickly you respond...however, you start your response clock AFTER engagement....if it takes me 2 days to get you involved on an issue....in your mind, that doesn't count...so you claim to meet your SLA.

  
  

  

  Business Response

  Date: 03/12/2024

  Thank you for the opportunity to address our customers additional concerns. 
  
  We stand by our previous response. 
  
  As with all service providers, GoDaddy had an unexpected technical issue that resulted in the error our customer is experiencing. Our team is continuing to work to address and resolve this known issue. 
  
  Furthermore, we appreciate our customers candid feedback on our service levels.
  
  Thank you again for the opportunity to address the additional concerns presented by our customer.
  
  Kindest regards, 
  ******
  Office of the *** GoDaddy

  Customer Answer

  Date: 03/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be somewhat satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.  I hope this business takes the issues of their support to heart, and works to improve their engagment model, and bring it more in line with others in the industry.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/11/2024

  Type:Delivery 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.

  Order # ********** Amount $6,797.58 Account ******** Customer Name- ******************* (owner) of ******************* Our prior marketing person mistakenly purchased 10 years of website security and 10 years of webhosting. We only have ever used GoDaddy for our Domain- Bluehoneybiofuels.com. We have never used GoDaddy as our host and haven't needed website security. Our business websites are through separate hosts ************** now transferring to WordPress) We've attempted on numerous occasions to get this remedied, with no success. We would like at minimum a refund from todays date forward. It's clear we are not using these services and this was in error.

  

  Business Response

  Date: 03/18/2024

  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 February 16, 2023, our customer purchased Launch Web Hosting with Website Security for ten years. Included in this order was a website migration.
  On May 16, 2023, our customer contacted our Care support team to receive a refund for the products purchased. They were advised at this time that the refund was out of policy which can be found here: ***************************************************/refund-policy.
  RESOLUTION:
  GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.                                                                                   
  Our office has attempted to contact our customer with no success. We can offer them a one-time courtesy refund,but we need them to remove the product(s) from their account before we proceed.Instructions on how to do so can be found here: ***********************************************************************************************.
  Thank you again for the opportunity to address the concerns presented by our customer.
  Kindest regards,
  ********
  Office of the ***** GoDaddy