ComplaintsforGoDaddy.com LLC

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Initial Complaint
09/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I pay GoDaddy for 6 Domains and also my emails. I started to have trouble with my email so I tried to login to GoDaddy using my saved password. They were not working and I was locked out of my account. To unlock my account, they needed to email me a link. Which did not work because, again, my email was not working. After a day of working with Support, I was told to file a request to change my email, so I had to give them an email that I use through gmail. I was told it would take upto 72 hours to email me a new password reset link. That 72 hours passed and I was told by Support that it would be resolved that day. Now 48 hours have passed since then and Support is telling me that it will take another 24 hours. The Support case is ART-****** . They have completely made it impossible for me to do business by email. Who knows how much business I am losing because of this! I have been a customer of theirs for over 13 years.
Business response
09/17/2024
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 ***************************************************.

When a customer loses access to the email address listed on their GoDaddy account and cannot authenticate with our ************* Team, we have a vetted and established process to validate account ownership and assist our customers in regaining access to their accounts. More information on how to begin this process can be found at the following link: **********************************************************************************************************.

On September 10, 2024, our customer initiated a ticket escalation with our Account Recovery Team requesting their email address be updated on their behalf.

On September 13, 2024, our Account Recovery Team requested additional documentation from our customer to proceed with their request.

On September 15, 2024, our Account Recovery Team accepted our customers submitted documents and updated the email address on their behalf.

RESOLUTION:

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

Our review shows our customer has since regained access to their account. We appreciate their candid feedback about our service levels. GoDaddy strives to offer the best service in the industry.

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

Kindest regards,
******
Office of the CEO GoDaddy
Customer response
09/17/2024
It is incredibly hard to get a hold of anyone in support. I used the text option and still have not received a response and it has been 24 hours since then. When Chat is available, I was able to chat with someone yesterday but it took 3 hours to get to a point when they could not do anything else. They helped me forward my GoDaddy email to a gmail account but it never worked. Now I have to still figure out how to fix my email on my own.
Business response
09/18/2024
Thank you for the opportunity to address our customers additional concerns.

We stand by our previous response as our customers issue has been addressed. We also appreciate their candid feedback regarding our service levels. GoDaddy offers multiple ways to contact our ************* team, which may be viewed at ********************************************************;

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

Kindest regards,
******
Office of the CEO GoDaddy
Customer response
09/19/2024
It is still very difficult to get in touch with anyone in support. I still have not received a text response to my support request placed over 48 hours ago. I finally did get a hold of someone by phone but my support ticket is still not resolved. The assigned a new ticket ATS-******
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Subject: Unresolved Issues with GoDaddy *************** Product and Support GoDaddy Customer Support Team,I am writing to express my extreme disappointment and frustration with the email marketing product offered by GoDaddy. Despite being a loyal customer for over 20 years, I have experienced significant issues with the product, which have negatively impacted my business.Specifically, the top pictures on all my campaigns are not being delivered to my clients. I have called GoDaddy several times, including a conversation with Mr. ***** on September 11th at 2:30 PM and another conversation on last Saturday for over 40 minutes. Despite these efforts, the issue persists.I am surprised and disappointed not only with the issue itself but also with the support service. GoDaddy has created a case number (*********), but nothing has been done to resolve the problem.I urge you to take immediate action to resolve this issue and provide a satisfactory solution. I would appreciate it if you could provide a detailed explanation of the steps you will take to fix the problem and prevent similar issues in the future.Thank you for your attention to this matter. I look forward to hearing from you soon
Business response
09/19/2024

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 10, 2024, our customer purchased *********************** ***************** Suite for a one-year term in a support-assisted 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 8, and September 11, 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.

Our office was able to connect with our customer via phone and have been working with our advanced support team to address the issue they have been experiencing. We appreciate our customers candid feedback and remain available to assist them in resolving their concerns in this matter.

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

Kindest regards,

**** *.
Office of the CEO | GoDaddy
Customer response
09/23/2024

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.
Special Thank you to Mr. **** ******** from Godaddy support!!

Regards,

******** *****
Initial Complaint
09/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I applied for a domain then requested to cancel the domain and apply for a refund within the given timeframe. The *** cancelled the domain and refunded the money. I then get an email saying they denied the refund. I got it on 9/5and cancelled it on 9/11. I have proof thats within the 7 day timeframe
Business response
09/16/2024
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 September 4, 2024, our customer registered a domain with Full Domain Privacy and Protection to the domain name for a one-year term through the GoDaddy Website.

On September 11, 2024, they contacted our ************* Team via an online chat to cancel their domain and request a refund. During this interaction, they were inadvertently advised that the domain was still within the refund timeframe. Subsequently, their refund request was declined correctly.

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

As a one-time exception to our Refund Policy, they have been refunded for their domain registration. All future refunds will be processed per GoDaddys Refund Policy, which can be found at this link: ***************************************************/refund-policy.

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

Kindest regards,
**** M
Office of the CEO - GoDaddy
Initial Complaint
09/10/2024
Complaint Type:
Product Issues
Status:
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.
It has been more than two months since I last contacted you, and my account still cannot receive verification codes. Can you help me change to email verification login? I can't log in using the mobile phone verification code. I purchased a domain name more than two months ago, but I have not been able to access it. Their staff said they would help me solve it, but there is no response.
Business response
09/11/2024
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 4, 2024, our customer created a ********************** account and registered the domain name in question for a three-year term via the GoDaddy website. They also added Two-Factor Authentication (2FA) to their GoDaddy account, providing an additional security layer. 2FA requires an account holder to provide a numeric code received via text message or an authenticator app along with their standard verification information to access the account.

********************** has a vetted process that allows customers to remove the 2FA from their account, which may be viewed at: *******************************************************************************;

On September 10, 2024, they submitted a request to cancel the 2FA. Unfortunately, the documentation provided had insufficient details and could not be accepted.

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

While we empathize with our customers' frustrations, ********************** takes account security very seriously. Our Account Recovery Team has responded to them requesting proper documentation and is waiting on their response.

We encourage them to continue working with our Account Recovery Team.

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

Kindest regards,
**********
Office of the CEO GoDaddy
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
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.
I have recently discovered that GoDaddy has been charging me for a product that is already included for free with another product that I pay for. I have made multiple attempts to be refunded for the extra charges and have had no success. They literally just hung up on me!
Business response
09/11/2024
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 August 15, 2020, our customers Website Security Basic auto- renewed for a two-year period. It has continued to auto-renew on a two-year basis.
Website Security helps maintain the security of customers'websites and servers, helping them deal with problems when they occur. Website Security scans websites for potential security-related issues such as malware,viruses, injections and more.
Our customer uses Websites + Marketing to host their website which has built-in security.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our ************* Managers in an effort to identify improvement opportunities.GoDaddy strives to offer the best service levels in the industry.
We have reached out to our customer and have provided a full refund for the product.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
********
Office of the CEO - GoDaddy
Initial Complaint
09/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Website had Phone and Fax numbers on home page which disappeared and now there is no way to add them back to the website. Beaver Builder in not operating and regular edit functions also does not work.
Business response
09/13/2024
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 August 26, 2017, our customer purchased a Basic Managed WordPress plan for a one-year term, via the GoDaddy website. In the time since this plan has been renewed multiple times. Most recently for a three-month term, on August 26, 2024.

On September 9, 2024, they called GoDaddys ************* team, to discuss difficulties they were experiencing regarding editing their website. Our guide offered them the opportunity to enroll in GoDaddys ***************************************** WPPS is a subscription-based service that allows customers to submit tasks to our WordPress team to help with administrative tasks, fix issues (including themes), and optimize WordPress websites' performance. They declined the opportunity to enroll in WPPS.

RESOLUTION:

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

Our care team identified a compromised file within our customer's website and, at no cost and as a one-time courtesy, isolated the impacted file, allowing their website to function properly.

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

Kindest regards,

*************************
Office of the CEO - GoDaddy
Customer response
09/17/2024

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.

Regards,

*********************
Initial Complaint
09/09/2024
Complaint Type:
Product Issues
Status:
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.
My ministry had a website hosted by GoDaddy through their WooCommerce Stores product. Due to a glitch on their site (no payment reminder emails were sent out for this site) and my failed payment method, my site was canceled and taken offline on 8/21/24. They completely deleted it on 8/25/24. Once I realized our ministry's site was deleted, I went to GoDaddy's website to find out what was going on. Without a warning or notice of failed payment, my site had been deleted, and the product did not even show up in my product list as expired. It was completely gone. Their website advertises that they keep deleted products for 30 days. I contacted them via chat right away, and I was greeted by 3 agents back to back who could not assist me. All of which told me our site was completely gone and that there was nothing they could do about it. They continued trying to put the blame on someone else or claim that the site was hosted by another company, when I am positive I purchased it through GoDaddy, and they are the ones who helped me set up the **** We don't use any other company besides GoDaddy. When I asked the agent a question, she spitefully and rudely ended the chat abruptly without answering, and then she went and reset another product in my account in retaliation for our disagreement. My other website was down for a few days before I realized what the agent had done, resetting yet another site that would take several weeks to rebuild. After several tries, I finally got in touch with someone who claims they found a backup from 8/10/24. I was told to repurchase my subscription and that it would take up to 3 days to complete the restoral on 8/28/24. As of 9/09/24, and I have not heard from anyone, my site has not been restored, nothing was done about the agent viciously resetting my other site, and thousands of dollars and lots of time are down the drain due to their poor customer service and me no longer being able to use the products I've spent months and years creating.
Business response
09/11/2024
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 24, 2023, our customer purchased a Managed WooCommerce Stores Hosting plan for one month via an online transaction without the assistance of GoDaddy.

Per their account preferences on August 8, 2024, we attempted to automatically renew the hosting in good faith to honor agreements with them. Unfortunately, their financial institution declined this transaction. We sent multiple pre-and post-expiration notices informing them that the hosting would either renew per their account settings or that billing had failed. In the case of a failed billing, we explained that it would expire unless action was taken, as account management is a customer's responsibility.

On August 25, 2024, they contacted our *********** via phone. Our staff correctly advised them that the plan was expired and no longer recoverable.

RESOLUTION:

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

Our records indicate our customer has been in contact with our Care Team and is currently working on restoring their site.

Furthermore, we encourage them to review and manage their account to prevent further unwanted failed ********.

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

Kindest regards,
******
Office of the CEO - GoDaddy
Customer response
09/11/2024
No emails were sent alerting me that the product was expiring, and no email alerted me that it would be deleted. I checked inbox and scam. There was clearly a glitch on their end. Additionally, GoDaddy's response fails to take any responsibility for their poor customer service or one of their guides viciously reseting one of my other products with them. The agreement was not upheld, and per their own policy, deleted sites are kept for 30 days, which also was not upheld. ThriftyPal was canceled before **** Ministries' site. Yet, they were able to find ThriftyPal and not **** Ministries. There was clearly a glitch on their end that they have chosen not to account for, and my concerns for guides purposely trying to interfere with my business has not been addressed.
Business response
09/12/2024
Thank you for the opportunity to address our customers additional concerns.

We stand by our previous response.

GoDaddy gives customers complete control over billing and renewal preferences, as account management is a customer's responsibility.

********************** emailed them on August 6, 2024, informing them the automatic billing had failed and expiring items would be at risk unless action was taken. Furthermore, their subscription was monthly and GoDaddy does not retain monthly subscriptions for 30 days. Additionally, the product in question remained active until August 21, 2024, until it was finally canceled due to failed billing.

We encourage them to review and manage their account to prevent further unwanted failed ********.

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

Kindest regards,
******
Office of the CEO GoDaddy
Customer response
09/13/2024
The company has still failed the address the other concerns. No email was sent: however, I will not continue to go back and forth about that because of the fact that billing did indeed fail. However, this has nothing to do with the rude customer service, the fact that I have since then paid for a new site and the restoral of my old site is still not complete (ergo, paying for a product I cannot use yet), and it also does not speak to one of their guides maliciously taking my other product down (which was up to date and paid for).

The company has failed their customer service agreement, and in bad faith, they are still not taking responsibility or doing anything to repair the loss of faith and inconvenience caused by my other paid product being reset by a guide who intentionally tried to interfere with my business, which is a lawsuit.
Initial Complaint
09/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am an IT contracter for ******* *************** (Customer# *********. On the morning of 9/6 I contacted GoDaddy's customer support regarding an error on my part where I accidentally turned off federation on our account. This resulted in our entire staff (made up of physicians and billing staff) being unable to access their email. I was provided with case number ats-****** and was told that the process may take up to 7-10 days to get resolved. As we are a medical practice this is unacceptable. We cannot have patient emails regarding medication concerns go unanswered for that long. I would like to kindly request that this be expedited and given the highest priority. We have already gone 3 days without being able to access our email.
Business response
09/11/2024
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 September 6, 2024, our customer contacted our Care Staff because they had defederated their domain and were experiencing a login loop when trying to access the Outlook Web Application for their M365 email. A login loop is when login credentials are entered, but instead of signing in to the desired account, the login screen is reloaded with blank credential fields.
A ticket was created to review and resolve these concerns. Our customer was advised that the issue will take ***** hours for a response, but if the issue needed to be escalated to ********** the response time may take up to 10 days.
On September 9, 2024, the domain was re-federated and on September 10, 2024, our Advanced Technical Support (ATS) team informed our customer that the their login screen concerns had been resolved.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office empathizes with our customer and are reviewing why the response from ATS took longer than 72 hours. We have confirmed with our customer that they are able to sign into OWA again and apologize for any inconvenience.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mat T.
Office of the CEO - GoDaddy
Customer response
09/12/2024

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.

Regards,

******* Spine Institute
Initial Complaint
09/07/2024
Complaint Type:
Product Issues
Status:
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.
Dear Better Business Bureau,I am writing to express my extreme disappointment with GoDaddy Enterprises and their Premium Plan. I purchased this plan in November 2024 with the expectation of receiving a high-quality, comprehensive solution for my online business. Unfortunately, my experience has been far from satisfactory.The Premium Plan was advertised as the best online solution available, and I invested over $9,000 in the hopes of creating a successful e-commerce store. However, the service has fallen short of my expectations in several key areas.Firstly, the site has not been completed or published as promised. It was initially estimated to take three months, but after nearly a year, the site is still not functional. The current version is incomplete and does not match the specifications I provided. Additionally, the site is not connected to social media platforms as agreed upon.Secondly, I have encountered significant difficulties in communicating with GoDaddy Enterprises. Despite numerous attempts to contact their customer support, I have been unable to resolve my issues. I have spent countless hours on the phone, been transferred between departments, and have even scheduled meetings that were subsequently canceled.I have attempted to escalate my complaint to a manager several ways, but without success. The lack of responsiveness and accountability has been incredibly frustrating.Given the substantial investment I have made and the ongoing problems I have experienced, I am seeking your assistance in resolving this matter. I am concerned that a refund may result in a complete loss of the site and the hundreds of hours I have invested in planning and product development. I would appreciate it if you could help me understand my options and guide me through the process of obtaining a satisfactory resolution.Thank you for your time and attention to this urgent matter.Sincerely,******* ******************************* #********* Lady Sharalotta Things **************
Business response
09/11/2024
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 15, 2024, our customer purchased *********************** **************** for a 1-year term. This service enlists GoDaddys Website *************** (WDS) team to create a custom website (for a one-time fee), utilizing GoDaddys Managed WooCommerce product as the hosting of the site. Customers must submit information, including images and text for the website, to our WDS team before the site can be built.
Our WDS team worked with our customer to the best of their ability to provide the site our customer desired.
RESOLUTION:
********************** upheld its agreements with our customer in good faith and honored its terms of service.
Our office empathizes with our customer and have arranged for a member of our WDS team to contact them to work toward an amicable resolution.
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
09/06/2024
Complaint Type:
Billing Issues
Status:
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.
GoDaddy forced me to refund a payment to a client after blocking the payment from depositing in my business account. They claimed they would not process the card because my client is my roommate. GoDaddy then charged me the credit card fees $46 to that account despite never depositing any funds. In addition, their affiliate *************************** charged me a $40 fee to that account as well for some unknown reason.I NEVER approved GoDaddy to withdraw anything from that account as it is a business depository account ONLY. Neither did I approve GoDaddy to give *************************** access to that account to withdraw any fees. I am filing this complaint for inappropriate business practices and accessing my account for withdrawals without my permission.
Business response
09/11/2024

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 set up ********************** Payments (GDP) in their account. GDP is our built-in payment gateway, which allows them to accept online and in-person payments from their customers within safe and secure transactions.

On September 2, 2024, our Commerce Advanced Support (CAS) Team informed our customer that more information would be needed from them to be able to fund their deposits.

On September 3, 2024, after reviewing the additional information our CAS Team informed our customer that a payment method that had been utilized in a transaction was prohibited under our terms of service, and that their deposits would be on hold until they confirmed it had been refunded.

On September 4, 2024, our customer confirmed with our CAS team that the transaction in question had been refunded.

On September 5, 2024, our CAS team enabled our customers deposits.

The $46.00 our customer has referred to is a transaction fee associated to the transaction in question. Fees associated to transactions are non-refundable.

The $40.00 our customer has referred to is not associated with the transaction in question. Our customer may wish to address this fee with their financial institution.

RESOLUTION:

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

While we empathize with our customers frustration, ********************** has a responsibility to ensure the safety and security of both merchants and customers using our platforms. This is especially true when GDP is being utilized.

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

Kindest regards,

**** *.
Office of the CEO | GoDaddy
Customer response
09/11/2024
Go Daddy acted in bad faith by accepting the payment, then instead of having it voided, they forced ME to go back and REFUND the charge since they would not process the deposit per their Terms and Conditions.
The refunded charge resulted in me having to pay a fee, whereas a voided transaction would have resulted in no fees.
Additionally, NO where in the Terms and Conditions (I read them thoroughly) does it state that charges cannot be accepted from roommates.
GoDaddy chose to make assumptions about family affiliations and made an error in refusing the deposit in the first place.
Business response
09/17/2024
Thank you for the opportunity to address our customers additional concerns.

We stand by our original response. GoDaddy has a responsibility to ensure the safety and security of both merchants and customers using our platforms. This is especially true when GDP is being utilized.

Our office would not be able to interpret or provide additional clarification regarding our legal agreements. If our customer has additional questions or comments, they may wish to review these with the counsel of their choice.

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

Kindest regards,

**** *.
Office of the CEO GoDaddy

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