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

1,480 total complaints in the last 3 years.
608 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:10/24/2024
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.
10/22, this company took advantage of my inexperience of acknowledge on webpage's and setup and maintenance and operation. I contacted them to setup a page for promote a book I had written. They convinced me this website would be easy to use and it wasn't. After a year of not using the site, and many called for technical support, they called me to renew 11/23. I explained to the person who called that this was very complicated and I wanted to cancel. They told me I could get technical support to use the system and then encouraged me after a 35 minute conversation to renew this account for a "Big" discount if I was to renew for 5 yrs. Of course, after all that time I renewed. (Stupid me.) When I realized that I had been overwhelmed in this process I called to cancel the account. They told me it would be cancelled. I waited for refund and never received it. When I called back they told me I had missed the period to cancel and that I wouldn't get my money back. I closed my account and then at their recommendations, I attempted 6 times to fill out the form for cancellation and reimbursement of funds and each time they denied it. The reason being, I missed the cancellation period. I told them repeatedly that the person never told me I had a cancellation period. He just told me if I still had problems to call in and cancel. I asked them to listen to the recording since all calls are recorded to prove top them the person who I spoke with never once told me I can a time period to cancel and if not I could not get my money back. I am 70 years of age and I have not reached any resolution to this matter. I have 4 years of funds due to for this 5 year period. The renewal occurred 11/17/23, I initially called in to cancel ******** Was told of all this support I can get. I asked this to be cancelled and refund given. It wasn't. Even today 10/24/24 I called the **************** and again, told I cannot get my money back and the Website still have not been cancelled.
Business Response
Date: 10/29/2024
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 November 17, 2023, our customer contacted our Care Staff to receive assistance with registering a new domain name and updating their account contact information. Our Care Staff assisted with the request and inquired about our customers planned use for the domain in question. They shared their plans to create a website that was to remain online long-term. As a result, our Care Staff offered our Websites+Marketing (W+M) site builder and their domain for 5 years to take advantage of the lower pricing we offer for longer terms. Our customer accepted the offer for *** and a domain which was purchased for a 5-year term.
On August 23, 2024, our customer contacted our Care Staff to cancel and request a refund on their W+M and domain. They were properly advised that they can cancel at any time but were outside of our Refund Policy. Our customer was guided to our Out of Policy Refund Request Form (OOPR) to request a refund outside of our Refund Policy. The request was submitted that same day.
***************************************************/refund-policy
On September 6, 2024, our OOPR team declined our customers request as it was outside of our Refund Policy. Another **** was submitted by our customer on September 14, 2024, and declined on October 8, 2024.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
As a one time courtesy, our office has provided our customer with a refund for the time remining on their plan. Moving forward all refunds within our customers account must abide by our Refund Policy.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mat T.
Office of the CEO - GoDaddy
Initial Complaint
Date:10/24/2024
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.
The problem from the begginig started yesterday when i suddenly found that my disk usage got reduced from 400gb to 125gb , then a ticket was raised with the number ATS-****** , today they sent as email that they are migrating our domain to a new one and still nothing im really concerned about all the emails that was there yestrday it was like 345gb of data . today i see 177gb data
Business Response
Date: 10/27/2024
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 20, 2024, our customer contacted our Care team to report missing content within their hosting account. A support ticket was created to review their concerns, and on October 25, 2024, our customer was notified that the issue was resolved.

RESOLUTION:

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

If our customer still believes they are missing content, we would encourage them to contact our Care team to request a re-escalation of their concerns.

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

Kindest regards,

**** ****
Office of the CEO - GoDaddy
Initial Complaint
Date:10/23/2024
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.
A year ago I trial godaddy.coms commerce system to utilize as a third-party company to handle reimbursement for invoices for a small business that I own. In an attempt to use their commerce system online, I immediately noticed that the website & overall interface was not easy to use. I tried it & created one fake invoice with a client to see if this commerce system was easy to use. It was not. I deleted the invoice & went about my way. Unfortunately, this deleted invoice made its way to my clients email. I went back to their online website & deleted the invoice again. Where I found out from my client that this invoice was still reoccurring weekly over months despite me deleting it. I informed my client that this was a trial invoice that the interface was not user-friendly. By accident, despite the fact that my business has not utilized Go-daddys commerce system & the website showed that I did not have an invoice. My client accidentally placed her credit card information into the fake GoDaddy invoice that was supposed to be deleted. Then without her approval, GoDaddy authorized an automatic weekly removal of six payments through their commerce system. I did not create that invoice, nor did she authorize a reoccurring payment. As I do not use GoDaddy, I was unaware that money was deposited into my checking account. I also was unaware that I had set up the commerce system with GoDaddy that they had access to my checking account. I remember giving them my checking account information to pay for a card reader. My client could not get GoDaddy to stop the recurring payments. So she placed a fraudulent claim with ********** with GoDaddy. Then GoDaddy took $700 and 100 for back charge bank fees out of my account Without my permission or explanation of any charges or fees over an a recurring invoice I deleted & the same invoice that my client removed her cc information from. GoDaddy will not stop this invoice or charging me and my client despite ***************
Business Response
Date: 10/29/2024
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 December 11, 2023, our customer set up ********************** Payments (GD Payments) in their account. *********** is our built-in payment gateway, which allows our customers to take secure debit and credit card payments through their website or in person.

Between August 21 and October 2, 2024, transactions were processed through our customer's GD Payments account, incurring transaction fees as discussed in our Terms of Service.

On October 16, 2024, they were informed that *********** could not provide further services to them. Examples of why GD Payments may close an account are discussed in the Help article found at: **********************************************************************************************************;

Like all payment processors, GoDaddy incurs processing fees associated with any transaction. It is industry standard for payment processors to assess these fees to their customers, regardless of their account status.

RESOLUTION:

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

GoDaddy has a responsibility to ensure the safety and security of both merchants and customers using our platforms. This is especially true when GD Payments is being utilized.?While we empathize with our customer's concerns, the decision to close their GD Payments merchant account is final.

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

Kindest Regards,

Jenn
Office of the CEO GoDaddy
Business Response
Date: 10/29/2024
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 December 11, 2023, our customer set up ********************** Payments (GD Payments) in their account. *********** is our built-in payment gateway, which allows our customers to take secure debit and credit card payments through their website or in person.

Between August 21 and October 2, 2024, transactions were processed through our customer's GD Payments account, incurring transaction fees as discussed in our Terms of Service.

On October 16, 2024, they were informed that *********** could not provide further services to them. Examples of why GD Payments may close an account are discussed in the Help article found at: **********************************************************************************************************;

Like all payment processors, GoDaddy incurs processing fees associated with any transaction. It is industry standard for payment processors to assess these fees to their customers, regardless of their account status.

RESOLUTION:

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

GoDaddy has a responsibility to ensure the safety and security of both merchants and customers using our platforms. This is especially true when GD Payments is being utilized.?While we empathize with our customer's concerns, the decision to close their GD Payments merchant account is final.

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:10/23/2024
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 an email and commerce account with ********************. I paid for an entire year and had to close my account. After multiple agents said it would be prorated refunded for the remainder of my year godaddy decided they wont refund any of it. After I followed every direction of the customer service agents by deleting my products purchased. Godaddy is absolutely horrible to deal with. After all of the phone calls and days spent on this, they still couldnt get it right.
Business Response
Date: 10/25/2024
Thank you for the opportunity to address our customer's concerns.

Upon conducting business with GoDaddy, our customer acknowledged and accepted our agreements, which can be found at ***************************************************.

On July 1, 2024, our customer manually renewed their Website and Marketing Commerce Plan (W+M) for an additional year via the GoDaddy website. At that time, an email receipt was generated and emailed to them.

On September 28, 2024, they contacted our ************* Team to request a pro-rated refund for the time remaining on their W+M plan. During this interaction, they canceled the plan. They were correctly advised that the plan was outside of our Refund Policy and advised regarding how to request an exception to our Refund Policy. That request was subsequently denied.

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. They have the power to log into their account and modify those preferences at any time. Account management is a customer's responsibility, giving them the control they need. Furthermore, they have been properly informed that the service is beyond refund eligibility, per GoDaddy's Refund Policy at: ***************************************************/refund-policy .

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: 11/03/2024
This HAS NOT been resolved. It wouldnt allow me to respond to this case. Godaddy is a ripoff and I should have read the other reviews first and I would have known. They took my money and then advised me to close the account to get refunded. So I paid for a year and they get to keep the money. Absolutely ridiculous
Sent from my iPhone

Business Response
Date: 11/07/2024
Thank you for the opportunity to address our customer's additional concerns.

While we empathize with our customer's billing frustration, we stand by our previous response.

Upon contact with our Care Team on September 28, 2024, they were properly informed the service they manually renewed on July 1, 2024 was beyond refund eligibility, per GoDaddy's Refund Policy at *****************************************************************

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

Kindest regards,

**** *.
Office of the CEO GoDaddy
Initial Complaint
Date:10/22/2024
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.
I can't believe GoDaddy [GD] after repeatedly asking them of requesting to be removed from their "contact registry," they keep contacting me, stating to update an account that should have been closed since 2022. I had a bad experience with this company and parted ways since 2022... I'm not sure if a law was breached here with regards to Federal DNC rules, but this feels like it.
Business Response
Date: 10/23/2024
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 ***************************************************

GoDaddy gives its customers full control of their contact preferences. Customers may, at any time, access their account and modify those preferences. Steps to do so can be located here: ****************************************************

Currently, there are no products active in our customer's account. However, for authentication and security purposes, we cannot close their account on their behalf. If they wish to close their GoDaddy account permanently, we have included instructions to do so here: *******************************************************************;

RESOLUTION:

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

We welcome the opportunity to connect with our customer in the hopes of resolving any outstanding concerns and can be reached via email at *************************************************************************.

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

Kindest regards,

******
Office of the CEO - GoDaddy
Customer Answer
Date: 10/23/2024
I did that already.

My question... how do they not have it and why don't they just honor my request, now?
Business Response
Date: 10/24/2024
Thank you for the opportunity to address our customers additional concerns.

We stand by our initial response.

It is possible that our customer had more than one ********************** account. The deletion of one GoDaddy account will not delete other accounts.

If our customer is receiving monthly account summaries, their email address is associated with an active GoDaddy account.

We encourage them to contact our 24/7 ************* Team for assistance identifying the associated account.

Alternatively, they can use the steps outlined in the following GoDaddy Help Article for steps in retrieving account login credentials:

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

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: 10/24/2024
I'm not their customer. And when you leave them, you have to provide another email account for follow-up receipts and the like. Can they confirm what this other account would be or see what's associated to ************** (my old domain and account w/ them)... or with my complaint email of *********************************.
I have no other account with them. That's absurd to think that I would have one and email them about excessive communications when they could easily prove it. Where's the proof of this other account? That would solve everything... or could this be a slick marketing tactic. My experience with said company was not the best... that is why this back and forth makes no sense. I don't wish to share my data any further.
Initial Complaint
Date:10/22/2024
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.
On October 17th I reached out to Godaddy support to inquire about a Premium Domain and the terms. According to their site, the terms for the main lease included long-term service fees for leasing over 12 months. I asked the *** if I leased long terms would I be able to pay it off early, and the answer was YES. I also asked if I paid it off early would I be charged the additional fees, and the answer was NO. I explained that I was not able to pay in full at that moment, and the *** offered the lowest payment option with the highest monthly fee of 20%. I explained that my goal was to get the cheapest option now and pay in full later. The *** said that I would be able to do that. Additionally according to the Godaddy Terms per their website: " The service fee covers the transfer and renewal expenses of the domain, hosting DNS, providing support for years, and the recurring monthly payment processing expenses."With that information in hand, I purchased using the 25-month plan. My total payment was as follows according to my billing statement: >Lease to own domain = $151.80 > ********************* Fee = $30.36 After purchase, I immediately went to their site to test paying the lease in full, yet I was only given the option to pay the amount of $4,371.84, which includes all monthly fees for the remaining 24 months. They do not give the option to pay only the principal. I called to clarify this matter and after several hours, and speaking with several teams over several days, they stated that they had no way of making the modification. They continued to try and get me to pay in full the $4,371.8, which includes all of the fees. They stated that they had no way to adjust it or credit the account. S I explained, if I paid in full this month I should only be paying a principal of $3643.20 (monthly lease x 24 remaining months) and I should not be penalized $30.36 x 24 months for fees belonging to services that are not being used) that is an unfair practice.
Business Response
Date: 10/26/2024
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 17, 2024, our customer entered into a Lease-to-Own (***) purchase agreement for a domain name. Domains purchased via *** allow our customers to spread out payments over a predetermined term instead of paying for the domain in full. More information about *** domains can be found in the following article. ***************************************************************************

Monthly services fees may apply to *** transactions, and vary based on the term selected by our customers. Any fees are included in the total agreed upon price. While its true correct that customers can pay off an *** purchase early, the payoff amount includes the monthly service fees for the entire term, regardless of when it is paid off.

RESOLUTION:

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

Our office has determined that our customer may have been provided mis-information by a member of our Care team related to how early payoffs are handled. As a result, we have reached out to them to offer them In-Store-Credit (***) within their account, upon full payoff of the *** agreement. We encourage our customer to notify us when they have paid off the *** agreement to request the *** to be applied. We 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:10/21/2024
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.
GoDaddy has unjustly taken control of two of our domains despite both domains being set to auto-renewal and auto-pay with two valid credit cards on file. Both cards have been working fine, and GoDaddy successfully processed monthly charges for 2024.When we contacted GoDaddy's customer support, they claimed the reason for losing the domains was a "failure to pay." However, they were unable to provide any proof of failed payment attempts or any record of attempted charges. We did not receive any emails notifying us of failed payments or even attempts. Meanwhile, all of our other auto charges with GoDaddy for 2024 were successful, with no issues.We believe this is an unjust act by GoDaddy, and we are seeking immediate resolution to recover our domains.Thank you for your attention to this matter.Sincerely,
Business Response
Date: 10/25/2024
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 ***************************************************.

The two domain names in question were registered to our customers account in 2015 and 2016, respectively. Since then, our customer has either manually renewed these domain names, or they have been automatically renewed in accordance with their account settings.

On October 18, 2021, our customer manually renewed the two domain names via an online transaction for two-years terms.

Between March 25 and April 19, 2024, per our customer's account preferences, ********************** attempted to automatically renew the domains in question in good faith to honor agreements with our customer. However, their financial institution declined payment(s). GoDaddy also sent notices after expiration on March 28, April 1, April 12, and April 17, 2024, informing our customer their expired domains were at risk of being canceled unless additional action was taken. Account management is a customers responsibility.

As no action was taken, the domain names followed the normal expiration lifecycle and were subsequently canceled from our customers account on April 19 and June 3, 2024. The domains have since been acquired by other parties.

For more information about what happens to domain names when they expire, our customer may wish to review the following ********************** Help article:

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

RESOLUTION:

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

While we understand our customers frustration regarding the loss of the domain names, we are unable to return the domains to them at this time.

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

Kindest regards,

******
Office of the CEO - GoDaddy
Initial Complaint
Date:10/21/2024
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 have been trying to cancel my godaddy account in full. Customer #: *********. I contacted ******************** help desk to cancel on 18 OCT 2024, and after many attempts online to follow the instructions the help desk stated they "deleted" my products and I only had to wait 24 hours to be able to then cancel the entire Godaddy account. Today 21 OCT 2024, I go to cancel well over the 24 hours and am unable to do so, running into more obstacles to turn off auto renewal and delete payment methods. The web site was inoperable to do either, so again spent an inordinate amount of time to have them do it. That is confirmed done, but now still I am prompted to cancel auto-renewal when I already received the email it's completed today. GoDaddy makes canceling accounts next to impossible and puts undue hardship on getting a simple cancellation. I wasn't asking for a refund, just to cancel. They seem unable to do things on their end to honor the request. I want my account fully deleted and all data deleted and a confirmation that this is done.
Business Response
Date: 10/25/2024
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 ***************************************************.

GoDaddy has an established and vetted process our customers can use to request the closure of their accounts. All products and services need to be canceled prior to an account being eligible for closure. In our customers case, they properly attempted to cancel their products, but there was a domain-related add-on that was pending removal internally. Our engineers were able to force the add-on to be fully removed, which allowed the account closure to proceed.

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

RESOLUTION:

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

Our records indicate that our customers account was successfully closed on October 24, 2024.

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

Kindest regards,

**** ****
Office of the CEO - GoDaddy
Customer Answer
Date: 10/25/2024

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. That said, they have clearly stated to me that their system has known flaws that prevented me from following the procedures, and have not made any change to the system itself to make clearer on deleting accounts. They stated specifically to me that they will not delete an account, even if asked and given permission from the account owner, and with the flaws in their system, it is highly likely others will have the same issues. The method in deleting multiple aspects of "products, auto-renewals, and payment methods" makes a circuitous route through various areas of the site that are neither connected nor easy to determine without an extensive amount of digging to determine what to do, in what order, and without looking at some guide or instructions rather than simply have one button or all steps in the same place. On the final one, I had to repeatedly call to get assistance to do tasks that I should have had access to do, which failed 5 times even when their own staff completed them. How on earth is the average person figure all this out without great difficulty and time.

GoDaddy needs to acknowledge system flaws, fix them and make an obvious place to delete anything needed and close without going to multiple areas over days to cancel the account. ****** had to do it when they were found to make it intentionally difficult to quit them...and GoDaddy needs to do the same.
At the very least, they need to acknowledge they have issues with their system and get them fixed. I do not appreciate having to take all the time I have to do a simple task that should take minutes and instead take a week and hours to do.

Regards,

******* *******
Business Response
Date: 10/26/2024
Thank you for the opportunity to address our customers additional concerns.

While we appreciate our customers candid feedback and apologize for the difficulty they experienced, we standby our previous response.

The established process to close accounts works properly for the vast majority of our customers. In this specific case, there was a one-off technical issue that delayed the closure of their account, and our engineers were ultimately able to identify and resolve the issue, allowing our customer to complete the account closure process.

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

Kindest regards,

**** ****

Office of the CEO GoDaddy
Initial Complaint
Date:10/21/2024
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 saw that I was billed ****** on 5/23/2024 for hosting of a website that has not been updated since ******************************************************************************************************************************** the future. I had no knowledge of this renewal taking place until I logged into my account to disable the website. I was told on the phone by godaddy that the agent who sold me a five year plan in *********************************************************************************************************************************************************************** 2019. The program I signed up for in 2019 was $414.31. The automatic renewal charge was for $******. When I became aware of the issue I contacted a godaddy customer service *** to have the charge refunded on a prorated basis I was told to message the refund request department and I just received a message back that the charge would not be refunded. I am this reaching out to the BBB as I have been charged for a service that is no longer usable, that I never authorized being automatically renewed at the time of purchase, that was subsequently autorenewed at an over 100 percent increase, that godaddy has refused to refund, and subsequently is set to go through 2029 at no functional use.I have attached copies of the original purchase back in 2019, the unauthorized renewal in 2024, my message to the refund department, the response denying a prorated refund that does not even have a persons name attached to it, and a screenshot showing the auto renewal is now set to CANCEL in 2029. This CANCEL was not done on my end and should have been what was scheduled to happen with the 2019 purchase. It should have been CANCELLED as well. I am requesting a refund of the ****** charge pro-rated to the date of 9/25/2024 which is when I became initially aware of this issue and contacted GoDaddy for resolution.
Business Response
Date: 10/23/2024
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 May 23, 2019, our customer purchased a Deluxe cPanel hosting plan for a 5-year term.

On May 23, 2024, per their account preferences, ********************** automatically renewed the hosting plan for a 5-year term in good faith to honor our agreements. Per these agreements which they acknowledged, automatic renewal will renew the services for a renewal period equal to the most recent service period.

We sent a renewal notice on May 13, 2024; prior to the renewal transaction, informing them the expiring service would renew in accordance with account settings unless additional action was taken. Following the transaction, a detailed receipt was sent.

While GoDaddy sent notices to them via email both prior to and after the transaction in question, we have 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.

GoDaddy provides its customers with full control over renewal preferences. They may, can log into their account and modify those preferences. Account management is a customer responsibility.

On September 25, 2024, they contacted GoDaddy's Care team to request a refund.

RESOLUTION:

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

Our customer has been properly informed the service is beyond refund eligibility, per GoDaddy's Refund Policy at ***************************************************/refund-policy . As they have since disabled the automatic renewal preference, GoDaddy will not attempt to renew the service upon expiration.

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

Kindest regards,

**** *.
Office of the CEO - GoDaddy
Customer Answer
Date: 10/23/2024
I am in utter shock of GoDaddys unwillingness to resolve this matter. Absolutely shameful business practice towards a customer of nearly *************************************************************** was informed of an automatic renewal back in 2019. I no longer use the website. I never agreed to an over 100 percent price increase. And I did not set this unauthorized auto-renewal to cancel in 2029, it was set that way when I signed into the account as it should have been when purchased back in 2024. There is absolutely zero reason for GoDaddy to be keeping my money for a service that I dont use, stopped using years ago, dont want to use, and never authorized to be autorenewed in the first place. I have never experienced anything like this with a company and I dont understand for the life of me why this cannot just be simply resolved.
Business Response
Date: 10/25/2024
Thank you for the opportunity to address our customers additional concerns.

We stand by our previous response. Per GoDaddy's refund policy, the service in question is beyond refund eligibility.

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

Kindest regards,

Jenn
Office of the CEO GoDaddy
Initial Complaint
Date:10/20/2024
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.
GoDaddy states that they have a free plan that has a website builder with it when you purchase a domain from them. The following article explains what is included in the FREE Websites and Marketing plan ******************************************************************************************************* I was unable to use the editor and was wildly annoyed once the support tech told me that I can only edit my website with a paid plan, which is the exact opposite of what their site says is included.I have had another website for just over a year coming up in November with them. This website has been edited, and changed many times including a few times in the past few weeks alone. This website has never had this issue one time. I do not pay for this site either.I have attached pictures of the support conversation where I was repeatedly told that I MUST upgrade to a paid plan to use features advertised as free for an undetermined amount of time (after the trial expires) - I did not sign up for a trial either. I signed up for a domain (that is paid for) and a free website is supposed to come with it according to every single part of GoDaddys web advertisements. If I had known I had to pay for a plan at almost $12/mo. on sale, I would have gone with ANY other provider that offers what I need in the free plan. I only use GoDaddy since I have used them a few select times in the past with no issue.Wildly disappointed in this provider, and quite annoyed with the response from Tech support.I will also attach a screenshot of the webpage and included features of the website when the "Trial" ends The amount paid listed below was for the Domain Name purchase. (I have not and will NOT be paying for the website builder since it has been advertised as free)
Business Response
Date: 10/25/2024
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 ***************************************************.
Per ***********************************************************, GoDaddy offers several tiers of our Website Builder, which is a do-it-yourself platform our customers can use to create their own website. Our customers can start for free, and as long as they dont need any advanced features, the plan will remain free indefinitely.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our records indicate our customer was able to create and build a new website using the free tier, and the plan will remain free indefinitely.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
**** ****
Office of the CEO - GoDaddy
Customer Answer
Date: 10/25/2024
I am completely unable to edit the website even though it says it is free. The only thing I can do is use the GoDaddy Airo ** to edit the "Coming soon" page. Anytime I go to edit the website, it takes me to the Airo page and makes me subscribe. I was able edit the website just fine on my other website plan. I am unsure what changed between my two plans, but this is advertised as free website builder and the only thing I can "build" is a shabby Coming Soon page using the ** I don't even need or want.
I am unsure how this is considered apart of the agreement. The terminology is completely off, as it is making me pay for a website builder that's stated as free. I don't need any premium features.
I feel totally unacknowledged by the company and feel that the support and responses I am getting are unacceptable for such a large company.
At this point, I moved my website to my old plan that is ACTUALLY free and I now lost the use of my old website.
Definitely not the response I was looking for. But at this point, there is no point in me fighting when I found a workaround that I should not have had to use in the first place
Business Response
Date: 10/28/2024
Thank you for the opportunity to address our customers additional concerns.

While we appreciate our customers candid feedback, we stand by our previous response.

Our customer currently has a credit for a free Websites+Marketing plan within their account. If our customer activates this credit and creates a site, it will remain free, until and unless they need additional features, as per the article shared previously.

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: 10/28/2024
May I ask if it only applies to one free plan? As I have access to edit one and not the other. At this point Id love to know where the misunderstanding is. I am of the understanding that I can use the regular website builder and publish a website with it for as many websites as I have the domains for. If I am mistaken, kindly let me know so we can resolve this matter

Thanks for the prompt responses
*****

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