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
- 1,538 total complaints in the last 3 years.
- 629 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/13/2022
Type: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 used my credit card for a purchase that I never authorized for also no one can help me to get my money back or assist me on what jad happened
Business Response
Date: 07/18/2022
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 July 1, 2013, Our customer purchased a domain for a five-year term via online transaction. Between August 15, 2018, and July 6, 2020, our customer had been maintaining their domain renewal annually with the assistance of our Care Staff.
On July 2, 2022, per our customers account preferences, GoDaddy automatically renewed the domain in question in good faith to honor agreements with our customer. Per the terms our customer agreed to, automatically renewed domains renew for a period equivalent to the length of the original service period; five years in this case.
On July 13, 2022, our customer contacted *********************** ******************** to address this unwanted renewal. Our Staff was able to identify the account using the payment method associated with this transaction, and they have issued a full refund for the domain renewal.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
This office has connected with our customer. We have confirmed they have received the refund and we have resolved their outstanding concerns to their satisfaction.
Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,
******************
Office of the *** GoDaddyInitial Complaint
Date:07/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a longstanding customer with ********************** for several years now. My website was recently hacked and I was told by a GoDaddy representative that it was due to malware and a firewall incorrectly directed. This, despite having all the security measures in place. Not having the time to wait for GoDaddy to fix the problem (I had to call them at least 4 times because no one knew how to fix the problem), I called them back to cancel the web hosting for my website, which was paid two years in advance. As I cancelled the web hosting prior to completing the two years of paid web hosting, I expected a refund. The representative said he could not do that, but could give me a credit. And this was after he initially said, he couldn't give a refund if the purchase was past 30 days. They are giving their employees boiler plate answers to give to customers and it is absolutely unacceptable. Again, I have spent thousands of dollars with GoDaddy over the years, so the fact that you refuse to give me a refund is beyond me. It is a bad practice and I want a refund for all the products and services I have since cancelled.Business Response
Date: 07/14/2022
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 December 11, 2021, our customer purchased our Advanced Website Security for one year with the assistance of one of our agents. Website Security comes with a Web Application Firewall (***). The *** is designed to intercept and examine incoming data and neutralize malicious code from security threats.
On March 5, 2022, our customer contacted our Care Staff to upgrade their hosting plan. In doing so, the domain's IP address was automatically updated to the new server. Unfortunately, the *** IP address was not.
On July 11, 2022, our customer contacted our Care Staff to troubleshoot a 404 error their site was displaying. We assisted with updating their *** IP and advised propagation could take up to 48 hours. Our customer called back later that day because their site was now improperly redirecting to another site. They were advised that the site was compromised and submitted a ticket to remove the malware.
Our customer contacted our Care Staff the next day to cancel and request a refund for the remaining time on their hosting plan. They were properly advised that their request was outside of our Refund Policy, but as a gesture of goodwill, they were offered and accepted In-Store Credit.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office has refunded our customer's In-Store Credit to their original payment method as a one-time courtesy. Moving forward, all refunds in the account must be within our stated refund policy.
https://www.godaddy.com/legal/agreements/refund-policyThank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Mat T.
Office of the ***** GoDaddyInitial Complaint
Date:07/11/2022
Type: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.
GoDaddy ******* Services Date of issue 03/17/2022 - 07/11/2022 I have been a customer of **********************'s for many years. In the last year or so, I have seen a tremendous change in website performance and reliability for both my website and my client (customer) websites. The issue came finally to a head, where it was suggested by GoDaddy's "experts" that my site which was performing just fine prior to the problems, needed to be on an upgraded hosting plan. They said I must move to an upgraded hosting plan to work with the type of websites I designed, which in this case is WordPress. Mind you GoDaddy states they support all manners of websites including WordPress sites, but I bit the bullet and paid a ton for the upgrades they stated I needed. (400 USD roughly). After 4 months I decided all the crashes and notifications of my sites being down were absolutely enough, as even being on upgraded on the business starter plan, was still progressively getting slower, (website load time), as well as being completely down altogether too many times to count. I tested the same site, and configurations (basically an identical mirror image of the website) with another provider (Bluehost), and experienced none of the same drops as the one on GoDaddy did. I explained my case after waiting for nearly an hour for customer support, only to be told no refund after 30 days. Mind you I had over a year left in a plan paid for in advance, and I wasn't going to use it, but yet they refused to refund me, which I haven't or wouldn't use. I then requested a supervisor who kept trying to have me delete everything versus her do it, then wouldn't remove my card, until I pointed out the website at GoDaddy when you have an account specifically says you need to contact support to have your card removed. The entire experience from everything running fine, to suddenly everything not working well unless I upgraded, felt very purposefully done to pull even more money from me, long-time customer or not.Business Response
Date: 07/14/2022
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 March 17, 2022, our customer contacted our Care Team via phone to report slowness on their website. After troubleshooting, it was determined the file storage limit had been reached. They were offered an upgrade to our Business Hosting plan, which they accepted. The plan was purchased on the same call for a one-year term.
Our customer called shortly after the upgrade to report other technical issues. Each time, our Care Team assisted in identifying the cause and providing a resolution.
On July 11, 2022, our customer contacted our Care Team via online chat and requested the cancelation of their hosting plan and a refund for any unused time. Their request was denied since it was past our refund window.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
We value our customers business and appreciate their candid feedback about our service levels. Our office has attempted to connect with our customer to discuss their concerns, and these efforts have been unsuccessful to date.
As a one-time courtesy and gesture of goodwill, we would be happy to refund the unused time on our customers hosting plan. If they wish to accept this offer, we can be reached at [email protected].Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
****************
Office of the ***** GoDaddyCustomer Answer
Date: 07/16/2022
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
Date:07/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today, July 9, 2022, I contact GoDaddy for the fourth time. Three times through the phone. Once through a chat feature. I have had numerous emails. My account, the account that controls a business website, was hacked. The hackers got my contact information. as well as information from other business partners. The hackers then got control of a credit card number and was able to scam a few more people. After hacking the account, the password was changed and a second verification was added. I filled out a form to delete the second verification, four different times. I did it this many times because every 72 hours (as was promised) I got no response and no help. I asked GoDaddy to delete the account, to stop the hackers. I was told that the only way to delete the account was to log in. So, I can't log in because the second verification goes to the hackers. When I fill out a form to change it, the reset link is sent to the hackers. So, I can't log in and no one at GoDaddy has helped me. They keep telling me to fill out the form again. In the mean time, someone is running rampant on my account. I keep getting notifications that they are selling the websites linked to my company. My account number is ********. I asked to speak to managers, legal teams, anyone. The correspondence today ended with them telling me they can't help me and shut the chat down.Business Response
Date: 07/11/2022
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 June 30, 2022, our customer submitted a request to **********************'s Account Recovery Team (ART) in an effort to update the email address on file within the account in question. The email address was updated per their request on July 4, 2022.
Unfortunately, Two-Factor Authentication (2FA) was enabled 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.
Between July 4 and July 8, 2022, our customer submitted multiple additional requests to ART in an effort to remove 2FA from the account in question.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office successfully connected with our customer and resolved their concerns.
We appreciate our customer's candid feedback about our service levels and will ensure our ************* Managers thoroughly review their concerns 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 by our customer.
Kindest Regards,
Jenn
Office of the ***** GoDaddyCustomer Answer
Date: 07/11/2022
In their response to the BBB, GoDaddy completely misrepresented what happened, placing the blame on me as a customer. My account was hacked and in response GoDaddy's CEO quotes the user agreement and show submissions from the hacker to change account information and blame me. While I now have access to my account, passing the buck and placing all the blame on me for something beyond my control is not acceptable. I only regained access after I escalated the situation. Weeks of previous contact was completely disregarded, as I was sent in circles with no actual help. GoDaddy does not deserve an A rating.Business Response
Date: 07/13/2022
Thank you for the opportunity to address our customers additional concerns.
We stand by our previous response. Our customer has acknowledged via email that they have regained access to their account, and their concerns have been addressed.
Should our customer wish to discuss their concerns further, we will gladly assist and can be reached at [email protected].
Thank you again for the opportunity to address the additional concerns presented by our customer.
Kindest Regards,
Jenn
Office of the ***** GoDaddyInitial Complaint
Date:07/06/2022
Type: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.
business demands to see a State or Federal ID in order for me to access my account. Even thought I gave them my account number, pin, email address and name on the account to verify my identity. They have billed me again for a service I do not have access to, and refuse to refund my money until I furnish them with a State or Federal id. I cannot have the issue addressed through their customer service without a state or federal id uploaded on the internet, and their corporate number does not get answered during their advertised open hoursBusiness Response
Date: 07/12/2022
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.
Our customer had previously enabled Two-Factor Authentication (2FA) on their GoDaddy account to provide an additional layer of security. 2FA requires an account holder to provide a numeric code received via text message or through ****** Authenticator as part of the verification to access the account.
2FA is a security feature GoDaddy offers our customers to prevent account and domain hijacking. GoDaddy does not arbitrarily add this service to customer accounts; customers must opt-in via their account to utilize it.
GoDaddy has a vetted and established process that allows customers to remove the 2FA from their account. More information can be found here: https://www.godaddy.com/help/cancel-2-step-verification-7628.
On July 6, 2022, our customer connected with our Care Team to request access to their account and services. Following this interaction with GoDaddy Staff, our customer submitted a request to our Account Recovery Team to remove 2FA from the account.
Between July 6, and July 7, 2022, our Account Recovery team worked diligently with our customer to help address and resolve their concerns.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office has since connected with our customer to address and resolve their concerns to their satisfaction.
We appreciate our customer's candid feedback about our service levels and will ensure their concerns are fully reviewed by our ************* Managers. ********************** 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 *** GoDaddyCustomer Answer
Date: 07/12/2022
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 would however like to point out that the problem was resolved with the assistance of *************************, not through normal business channels that I had access to due to their employee's dishonesty. Specifically, representatives lying and saying that they had no escalation process and providing me with what was stated to be phone numbers for their corporate headquarters that were actually only additional numbers that assured I would be routed through their normal switchboard, and not numbers to give me access to an escalation process. I actually had to contact the *** of the company through his Linked In page in order to prompt a call from ********************. I was however assured that the remainder of this matter would be addressed internally by ********************. I would like to thank everyone involved for their help and am more than willing to talk this issue further to anyone willing to help me fix an enormous trend in the wrong direction regarding customer service standards nationwide with several companies.
Regards,
***********************Initial Complaint
Date:07/06/2022
Type: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 have a domain -- greywolfcomputer.com -- purchased several years ago. Someone else registered the plural -- greywolfcomputers -- before I could buy it. (At that time they were more expensive.) I purchased a domain backorder monitor for the plural version several years ago. Recently, the domain expired and Godaddy's backorder system flagged it and placed an automatic $10 bid for it a their auctions.godaddy.com site. I watched the domain auction, which ended today, to make sure I was able to bid until I got it. About 10 minutes before the auction ended, an automated system placed a bid of $15. I was logged into the auction site and attempted to place a higher bid of $20 and $25 for several minutes. Godaddy's auction system would not accept my bids and responded with "ERROR" on the bidding box. I tried different browsers and different amounts over the $20 to get it to accept my bid. I lost to a $15 bid, even though I was bidding more. I contacted Godaddy's customer service and they said that nothing can be done. Their bidding service was not working properly and that auction should be voided. They will do nothing.Business Response
Date: 07/11/2022
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 June 26, 2022, our customer attempted to acquire an expired domain name via GoDaddy Auctions. GoDaddy Auctions is a service to help facilitate the buying and selling of currently registered domain names by providing a venue and transaction facilitation process. Domain auctions are managed to ensure they are conducted properly and equitably for all participants.
Expired domain auctions allow any GoDaddy Auctions member to bid on the domain in the auction until the auction ends. Bidding on an expired domain auction does not guarantee that the bidder will acquire the domain name as outlined in the article https://www.godaddy.com/help/what-is-godaddy-auctions-890#lost
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
While we empathize with our customers frustration in this matter, they unfortunately were outbid for the domain in question. We respectfully deny their request to void and re-issue the auction.
As a goodwill gesture, we would be happy to waive the purchase fee of our ********************* (DBS) to attempt to negotiate a sale of the domain in question from the current registrant. More information on this service can be found here https://www.godaddy.com/domains/domain-broker
If DBS is successful, our customer would be responsible for the negotiated price plus any applicable commission fees. If our customer wishes to accept this offer, they can reach out to our office at [email protected]. We will be happy to assist.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
*************************
Office of the *** GoDaddyCustomer Answer
Date: 07/12/2022
Better Business Bureau:
I went back to the auctions site to try to see why I was not permitted to bid. I switched from the **** version of the auction site to the "Classic" version and back; trying different places to bid. I was still unable to bid on any domain and was shown the same error in the screen that was sent in the email notifications. When I received the original "Domain Backorder" notification saying the domain was available and that a $10 bid was placed for me, I went to the site and did the Paypal and Email verifications which said they were successful. I was verified to bid. This evening, in an attempt to find the source of the errors, I attempted bids from different screens in both the **** and Classic versions. I was finally shown two screens which said my membership was invalid; even though the bidding account was all verified. After searching, I finally discovered that there is a $4.99 membership purchase required even though a bid was placed for me by the backorder service. This $4.99 purchase is not obviously displayed anywhere on the screens and the ***** I received made no mention of what error or that a purchase was required. The emails I received made no mention of a purchase. All of this could have been avoided and I could have made my bids and won my domain if Godaddy had simply made this membership purchase requirement clear and prominent in SOMETHING that was relayed to me; OR made their "*****" message supply information as to why.
Given these facts, I have reviewed the response made by the business in reference to complaint ID ********, and find that even though this whole bidding situation was poorly handled; 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
Date:07/06/2022
Type: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 have an account with godaddy that is no longer working well for the workflow of emails I.m dealing nowadays. Last week my account got blocked and I had to sign with ****** workspace to manage emails better. But there is a problem since ****** email doesn.t work if i keep the godaddy email active and my account was renewed automatically but should be canceled so i can transfer my email to ******. I.ve been trying to talk to godaddy in the last 3 weeks and i.m still facing issues between godaddy emails and ****** email. For this reason I.d like to request full refund usd ***** from godaddy and exclude my email so I can finally manage my business without issuesBusiness Response
Date: 07/12/2022
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 February 3, 2020, our customer purchased a ********* ********** Email Essentials plan for a one-year term via telephone transaction with our ********************* ********************** had been renewing this M365 plan annually in accordance with their account preferences.During June 2022, and July 2022, our customer was in contact with our Care Staff on multiple occasions to troubleshoot concerns relating to their email connectivity with a third-party domain provider. Our Staff was unable to assist our customer with configurations and on July 6, 2022, our customer opted to delete their email account and move their services to a new provider.
RESOLUTION:
GoDaddy upheld its agreements with our customers in good faith and honored its terms of service.
Our office has successfully connected with our customer. We have issued the requested refund back to their original payment method. We ask that they please allow 5-7 days for their financial institution to process this transaction.
Thank you again for the opportunity to address the concerns presented by our customer.Kindest regards,
*****************************
Office of the ***** GoDaddyCustomer Answer
Date: 07/12/2022
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
Date:07/04/2022
Type: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 attempting to restore a site i manage and i was put through incredible hoops and had to spend over 12 hours recalling to get service. i am seeking for the troubles a refund of some nature due to excessive service down time and stress incurred. A manager by the name of ***** steerheaded most of the pain and suffering and should be investigated.The company was misdirected to delete account and i was in charge of recovering the account. After a great experience with a ***** i was then instructed to follow up with a call in ********************************************************************************************************** through circles it was only after over an hour did i get told it was going to take 7 days for recovery.I then called back several times to finally after the third call was able to get things remedied and within a few hours things finally were up and running once more.This problem could have been avoided and is why i would like a $250 refund on services on my cc ending in **** to make this right. I had to pay over $1600 for restoration and the tech time and what not surmounting to over $2800.Business Response
Date: 07/08/2022
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 October 29, 2020, our customer purchased Enhanced Business Hosting, for a three-year term, via telephone transaction with our Care Staff. They also purchased our Website Security (WSS) and two content migrations, which enlists a GoDaddy developer to transfer their website content from one service provider to their new website hosting. On June 28, 2022, an authorized user accessed the account to delete their business emails along with their Business Hosting and WSS.
On July 1, 2022, our customer contacted our *********** to address the websites removal. Our Staff assisted them with purchasing a new Business Hosting and WSS for a three-year term as well as a restore, applying credit from their original purchase towards their new plans. Due to technical difficulties our Care Staff was unable to submit a ticket to restore the hosting account and requested our customer call back to have this request processed.
Our customer later contacted our Care Team to finalize their restore. A member of GoDaddys Leadership Team submitted the request to restore our customers hosting account but had provided an incorrect timeframe for the restore to be completed. Following this interaction, our customer contacted our Care Team again to finalize their restore and publish their website.
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. Our office has successfully connected with them, and we have resolved their concerns to their satisfaction.
Thank you again for the opportunity to address these concerns.
Kindest regards,
******************
Office of the *** GoDaddyCustomer Answer
Date: 07/09/2022
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 want to add the representative in the *** Office was extremely communicative and helpful. Paid a great attention to all my concerns and followed up with swiftness and tremendous amounts of positivity.
Regards and best of thanks again,
*************************
Initial Complaint
Date:07/02/2022
Type: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.
On Monday, I could not log in to either GoDaddy Website or my webmail. I spoke and wasted 3 hours to 6 different representatives. Sample of how ignorant, how unprofessional their tech support guys are: One of them I spoke to twice in the same day: JC. He tried everything and because he is not well trained, he could not solve the issue. I pay for this service. Finally he said, you need to upload your company's tax returns, your driver's license or Corporation Article!!! I said, but I gave you my Customer number and you should be able to find me! He said I can't!! I called again and spoke to another person, who said after talking to me about this issue for 20 minutes, I am sorry, I am in Billing and can't help you with the tech support problems. Then why did you start the conversation saying you are from tech support? She replied, I thought I could help, but hold on, and she hung up. I called again, and spoke to another tech support person who could not help, so I asked for a manager, and he took me back to where you start the process of saying who you are. I called again and here is JC again, I said, I need a supervisor JC! He hung up again, and I spoke to another person who said, hold on and I am sorry FOR THE INCONVENIENCE!! I finally spoke to *****, who offered to help but I had to go to work at that time, so I told her, I need this issue resolved because that's how I make a living. She said, I will call you tomorrow, I sent you an email now, asking you to let me know when we can call you. I said, not we, you! I don't need to spend another 3 hours with your unprofessional tech support who needs to see my tax returns to figure out how to reset a login!! Next day, I found a voice message asking me to call them to try to help me. I don't have another 3 hours to talk to the guys that don't know what to do with this issue. I sent ***** 3 emails telling her that if this issue is not resolved by a supervisor who knows what to do, I will file a case with the BBB.Business Response
Date: 07/08/2022
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 June 28, 2022, our customer contacted our ******************** regarding issues they were experiencing logging into their GoDaddy account along with issues setting up their email on their mobile device. As our customer was not able to identify their account number, login name, or the call-in PIN used to authenticate their account, they were advised on possible next steps in regaining access to their GoDaddy account via the steps outlined in the following GoDaddy Help article: https://www.godaddy.com/help/regain-access-to-my-domain-or-my-godaddy-account-4043.
Our customer contacted our *********** several more times following their initial interaction and was able to authenticate their account. During these interactions, they were assisted with resetting their GoDaddy password and as their email was functioning on other third-party email clients, it was suggested they uninstall and then reinstall the mobile application they were utilizing.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
This office has invited our customer to connect to discuss their outstanding concerns. They may email us at [email protected] to schedule a call.
Thank you again for the opportunity to address the concerns presented by our customer.
Kindest regards,
Johnee D
Office of the ***** GoDaddyCustomer Answer
Date: 07/11/2022
I gave all the information to identify my account. I gave them my name, my account number, my pin and my email address. They could not help and asked for my taxes.
Here is her email and my reply. She wants me to talk to useless customer tech support team that their boss will admit when we speak that they are not capable of solving the problem after 2 weeks without service.
[email protected] <[email protected]> Tue, Jun 28, 6:48 PM (13 days ago)
to me, ********************************************
Hi please let me know when you're available .
Talal Smadi <************************> Tue, Jun 28, 8:53 PM (13 days ago)
to [email protected]
No problem.
Anytime tomorrow after 11:00 am.I replied to the email I received from Johnee, *** and waiting for his reply.
I told him I am available:
Dear *****,
My name is ****** with the Office of the *** here at GoDaddy.
I am following ** in regards to a complaint you recently filed with the Better Business Bureau and was hoping we could connect to discuss your account. Typically, I am available Monday through Friday between 6 AM and 3 PM Pacific Standard Time, but can adjust my hours as needed if there is a time more convenient for you.
If you would still like assistance with your account, please let me know in reply a few times what would work best for you and I will make every effort to connect with you at one of those times.
Best regards,
Johnee D
Office of the *** | GoDaddyTheir customer tech support team is not knowledgeable and don't know how to solve issues. I gave all information needed and I received an email from ***** telling me that she will call me next day and never did. Here is her email again:
Business Response
Date: 07/15/2022
Thank you for the opportunity to address our customers additional concerns.
This office has been successful in connecting with our customer and has assisted them with resolving their outstanding concerns.
Thank you again for the opportunity to address the additional concerns presented.
Kindest regards,
Johnee D
Office of the *** GoDaddyCustomer Answer
Date: 07/21/2022
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
Date:06/29/2022
Type: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 left two messages for a member of management to contact my office. As I was about to submit my complaint, I received a call from a supervisor by the name of **** regarding this billing issue, I didn't authorize! He indicated he was calling from ***************. This representative was very condescending, rude and unprofessional! I terminated the call since he was extremely rude and unhelpful. We've been paying monthly on our Godaddy account, there was a charge of $89.97 in which we DID NOT AUTHORIZE!Business Response
Date: 07/01/2022
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 September 17, 2021, our customer initiated a free, one-month trial of Websites + Marketing (W+M). W+M is GoDaddys proprietary website building tool. On September 26, 2021, our customer upgraded their W+M plan and renewed for a one-month term. This plan was automatically renewed monthly between November 21, 2021, and January 21, 2022.
On February 16, 2022, the W+M plan failed billing due to an invalid payment method. Subsequently, the plan was removed from the account on March 13, 2022 for non-payment.
Our customer contacted our Care Team on March 29, 2022, to address their concerns with the websites removal. During this interaction, our staff successfully recovered our customers content and, as a courtesy, provided a three-month term to their builder at no cost.On June 29, 2022, GoDaddy renewed our customers W+M plan, for a three-month term, in accordance with their account preferences. Products will automatically renew for a term equal to the most recent renewal period. Our customer contacted our Care Team to address the renewal and requested GoDaddy adjust their plan to **** monthly. Our customer was refunded for two months and the time on their plan was reduced.
RESOLUTION:
GoDaddy upheld its agreements with our customer in good faith and honored its terms of service.
Our office has since connected with our customer to address and resolve their concerns to their satisfaction. We appreciate their 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.Kindest regards,
*****************************
Office of the *** | GoDaddy
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