ComplaintsforGoDaddy.com LLC

• Initial Complaint

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My GoDaddy ************* (called Office 365) was prepaid for 3 years on April 16, 2021 for $1,042.56. Account ********* On Sept 27 2021 my email was hacked and was shut down. After calling GoDaddy Daily, they were never able to get my account back up and running. On Oct 4, 2021 I called [email protected] who told me that because of my service issue, I can cancel the account, and then ask for a refund for a prorated amount. I have engaged an IT company and paid to migrate my service. Today I cancelled the Go Daddy account and talked to Supervisor **************** who told me no matter what I was told, I could not get a refund. *******@godaddy.com. After listening to the on-hold music for hours on end (it is ragtime music) and explained the fact that my email was completely down for over a week he said "sorry nothing we can do". Please use this as a formal request to get back $868.80 the prorated amount of service credit refund.

  

  Business response

  10/22/2021

  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 April 16, 2021, per our customers account preferences, two ********* 365 (M365) Email plans with the backup add-on auto-renewed for a three-year term. On June 18, 2021, a third M365 Email plan auto-renewed for a one-year term.

  
  On September 27, 2021, our customer contacted our *********** stating their email was compromised. Our agent walked them through updating their email passwords and adding the Advanced Email Security (***) add-on.

  
  On October 4, 2021, our customer contacted our *********************** to cancel the *** add-on and the M365 email that renewed on June 18, 2021. They were provided a full refund on both.

  
  On October 20, 2021, our customer contacted our *********** and spoke with a supervisor. They were properly informed that per GoDaddy's Refund Policy, viewable at https://www.godaddy.com/legal/agreements/refund-policy, their products were not eligible for refunds.

  
  As a one-time exception to our Refund Policy and goodwill gesture, the supervisor issued refunds for the unused time remaining on the two M365 emails and backup add-ons.

  
  RESOLUTION:

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

  
  We empathize with our customer. As a goodwill gesture, they have been provided prorated refunds for their M365 products. In the future, all refunds must abide by our Refund Policy.

   

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

  
  Kindest regards,
  Jenn H.
  Office of the *** GoDaddy

  Customer response

  10/25/2021

  
  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

  10/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am on the ***** of ********* for ******************, **** ******************, *** is a 501(c)3 non-profit organization that raises money to promote aviation education activities for youth in *******. Our main fund-raising event is an air show/fly-in that we hold annually in February at the ************************* in *******, **. We communicate with participants/volunteers/vendors mainly through or website, ***********.org. GoDaddy.com LLC hosts our website.Our webmaster, ***************************, passed away in July. He gave the password to our new webmaster, ***************************, but had "two-level" authentication activated. When he logs on, it sends a code to Rob's old phone number which is no longer active. We have contacted GoDaddy customer service numerous times with no results. They demanded a death certificate for *************************** which we are unable to retain and cannot locate his family. We are losing revenue from vendors because we have no access to our own website.

  

  Business response

  10/26/2021

  Thank you for the opportunity to address the complainants concerns.

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

  
  The complainant's organization has been in contact with GoDaddy's Account Recovery team, attempting to gain access to an account which they are not the account owner. The required documentation has not been received to allow account access.

  
  RESOLUTION:

  
  At this time, information has been requested from the complainant's organization which will allow the domain name in question to be moved to a GoDaddy account they control. If they do not have a GoDaddy account, they were instructed to create one, then respond to our Account recovery team with the requested information.

  
  While we empathize with the complainant and their organization, we ask they continue working with GoDaddy's Account Recovery team and provide the requested information to resolve this matter.

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

*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. ↩