The complaint has been investigated and
resolved to the customer's satisfactionResolved Enom, Inc. — Price Gouging
resolved to the customer's satisfaction
I want to start by saying I’m really disappointed with the way enom has performed this practice of price gouging. I switched over to enom because I heard that you were a reputable, upstanding company with excellent customer support. I’m sorry to say I was wrong.
I had a domain come up for renewal on February 22 (mikewhitty.com). I was sent a reminder about 45 days prior. On about January 21, my credit card was charged $34.95 for a one year renewal, when the renewal fee has always been $19.95. Here’s my complaint. I feel you have stolen this money by not informing me that your prices had gone up so drastically, allowing me to make the decision on whether I want to accept your pricing. Not only that, you didn’t even wait till the expiration date, but charged me a month in advance so I wouldn’t have time to decide.
When I complained to customer service, they informed me that they would be glad to refund my money, but in doing so, they would put my domain in redemption even though I had time left, and that would cost me $250 to get it back.
So here’s what you’ve stolen from me: you stole my ability to make a decision regarding your new pricing structure by not informing me in advance, you stole my remaining time before expiration to make a decision, you stole my money by charging me a month in advance of expiration, and you threatened to hold my domain hostage if I dared ask for a refund. I’m glad to say that my company would never treat our customers in this manner, otherwise we would have been out of business a long time ago.
I have since transferred the remaining 5 domains over to GoDaddy. I tried to disable the Registrar-Lock for Autosalestraining.us, but you wouldn’t let me. It looks like it’s already been transferred over successfully, but I’d appreciate it if you unlock it anyway.
You can keep my $34.95, but I will be posting this with BBB and every forum I can find that you have a complaint on. The right thing for your company to have done was to send an email informing your customers of the price increase, allowing your customers to make their own decision. But if you’d have done that, I’m sure you would have lost a lot more business. By charging them a month in advance without informing them, you’d at least get one payment before they dropped you, or at least it would have slid by without them noticing it.
I hope this email at least gets to someone in charge and not just deleted. I feel this is a very serious offense.