Complaints

This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IONOS, Inc.

  100 N 18th St Ste 400 Philadelphia, PA 19103-2704

  
• 

  IONOS, Inc.

  100 N 18th St Philadelphia, PA 19103-2707

  

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:09/16/2025

  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.

  Date of Transaction: 3/3/25 Amount Total ****** Business advised that contract was cancelled - however still being billed.Disputing amount of ****** I have tried several times, and business is not resolving dispute.

  

  Business Response

  Date: 09/17/2025

  Dear ****** *****, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention.  Id like to clarify the status of your account and the transactions in question.
  
  The balance in question was related to a hosting contract that was downgraded to a domain-only contract in March 2025. As part of this adjustment, a refund of $134.06 was processed back to your payment method on file on March 11, 2025.
  
  On March 23, 2025, we received notice of a dispute filed with your financial institution regarding the original invoice. When a dispute is initiated, the full transaction amount is withdrawn from our account and held by your bank until the investigation is complete. Because we had already issued a refund prior to the dispute, this resulted in you effectively receiving two refunds for the same service.
  
  As the account balance remained unpaid after 60 days, the outstanding amount was forwarded to our collections partner. Please note that this process has no impact on your credit history. It is a standard procedure we follow only after repeated attempts to resolve the balance directly.
  
  The balance of $173.22 therefore remains valid and outstanding. An email with additional details, including the transaction date (March 3, 2025) and invoice breakdown, has been sent to the email address associated with your account for your reference.
  
  We value your business and want to ensure you have full clarity regarding this matter. If you have further questions or would like to resolve the balance directly with us, please reply to the email or contact us here within the Executive Solutions Team at ****************************** at your earliest convenience.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/10/2025

  Type:Billing Issues
  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.

  They are trying to charge me for something I NEVER Ordered. They say I ordered this domain guard thing in 2023 and it is a yearly charge. I ordered a domain from them in 2023 I paid $1 for the domain. I never paid any extra when I placed this order. When my domain renewed I once again was only billed the price of the domain. I am not paying for something I did not order. I want the bill cancelled. They always add extras to your order without permission.

  

  Business Response

  Date: 09/17/2025

  Dear Ms. ***** *****, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. Id like to clarify that the issue you mentioned was addressed prior to receiving your complaint.
  The ******************** was ordered in conjunction with your domain name in 2023, and information regarding this service was included at the time of order. The order confirmation, contract confirmation and invoice outlining the services were sent to the email address on file as well as to the notification center in your control panel.
  Please note that the transfer of your domain does not cancel the account or any additional features attached to it. That said, our support team has already cancelled the ******************** for you, and the associated invoice is being reversed.
  We truly appreciate the time youve spent with us and your patience as we worked to resolve this matter. If you have any further questions please feel free to reach out to us here within the Executive Solutions Team directly at ********************************************************
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/27/2025

  I didn't realize I was supposed to **** something I am satisfied with the resolution of this complaint

• Initial Complaint

  Date:09/10/2025

  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.

  They have been charging me for an email address that I never used and don't remember signing up for. They refused to refund me, even though they showed that the email was never used. I am 71 years old and can't afford to pay for an email that I never asked for.

  

  Business Response

  Date: 09/17/2025

  Dear Mr. *** ********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. Id like to reassure you that your concerns were addressed prior to receiving your complaint. 
  The service in question was ordered in February 2024, and no cancellation request had been received until now. All notices regarding this service, including order & contract confirmation, monthly invoices, were sent to the email address on file as well as to the notification center in your control panel.
  To clarify, our services are billed based on the allocation of resources rather than actual usage, similar to how a cable TV provider charges for access to channels regardless of how many you watch. This ensures that the resources youve requested are reserved and maintained for your account.
  We have now set the service to terminate effective September 30, and no new invoices will be generated. If you have any further questions or need assistance, please reach out to us directly at ********************************************************
  Thank you for your time and patience.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/18/2025

  I have asked this company to provide me with a copy of the agreement that they claim I signed allowing them to bill me every month over the last year for a service that I never used or wanted.  If they can't provide this **** that I agreed to this service, then i need them to refund all of my money. 

  Thank you for your help ?? 

• Initial Complaint

  Date:09/08/2025

  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 am filing this complaint against IONOS due to unauthorized contracts, deceptive billing practices, and refusal to cancel services despite multiple requests.I originally opened a web hosting account with **********************. at which point, additional contracts were added to my account without my direct authorization. These contracts began with $0 trial billing for the first month and then automatically converted into paid services after 30 days. This design delays customer awareness until after charges occur, making it nearly impossible to cancel within the short trial window.When I noticed the charges and attempted to cancel, I was repeatedly told that I was in a contract and could not cancel. Despite several attempts to resolve this directly with IONOS customer service or cancellation departments, I have been denied cancellation with each representative saying that I have been "educated" on their terms with each discussion happening following the 30 day trial window. There are products that were never used. In one call, a representative suggested that I should really research who I do business with, which implies that the company is aware its practices are questionable.I believe these practices constitute negative option billing, where services are added without clear consent and automatically renew unless canceled, contrary to fair consumer protection standards and have engaged the ***. (Reference number available upon request).Resolution Requested:Immediate cancellation of all contracts associated with my account Written confirmation that no further renewals or charges will occur Refund of all charges related to contracts that were initiated via $0 trial billing and without my explicit consent.*** has suggested contacting my state ************************ as these practices constitute negative option billing under *****. Amounts provided include unpaid contract amount.

  

  Business Response

  Date: 09/11/2025

  Dear ***** *********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  To clarify, all services are subject to the contract terms agreed upon at the time of purchase. These terms were presented during the order process and confirmed via your order confirmation emails, notification center of the control panel and in Section 2.1 of our Terms and Conditions. This approach ensures full transparency and allows us to continue offering our services at competitive rates, including any promotional discounts applied during sign-up. We also want to ensure we support our customers whenever possible.
  We have sent an email to the address on file with additional details regarding your request. Our goal is to ensure customers feel fully supported and informed, and we strive to provide services that align with their needs. When that isnt the case, we aim to assist in every way we can. Please kindly reply to the email at your earliest convenience so we can continue helping you further.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:09/08/2025

  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.

  I called several months ago to downgrade a service. I paid for lesser service and was supposed to get a credit for the more expensive plan. They eventually gave me a credit.But, after giving me a credit they sent me a bill for higher amount again and threatened to cut service if not paid. I called and emailed several times and received different stories. You speak to someone new each time. I was only trying to understand why they were billing me again after crediting **** thought it was resolved but trying to get a straight answer from them was difficult. First they said they never received the initial payment which was wrong. I showed them the debit on my account and a credit. Then they said it is still owed but I am having trouble understanding why. I asked did they somehow credit me twice in error. They could not provide dates for that at least as far as I can remember. It is a very frustrating process and has taken a lot of time. Thanks

  

  Business Response

  Date: 09/11/2025

  Dear ***** Fury,

  Thank you for reaching out to us. We sincerely apologize for any inconvenience you may have experienced and appreciate the opportunity to address your concerns. Our records indicate that a dispute was filed with your payment provider, which has resulted in an open balance with us. We understand that this may have caused some uncertainty, and we want to assure you that we are committed to resolving this matter amicably.

  We are looking forward to assisting you in resolving your concerns. We have sent an email to the email address on file for the account with the next steps. Please review and respond directly so we can assist you further.  Alternatively, if you have any questions or concerns, please don't hesitate to reach out to use directly at ********************************************************.
  Thank you for your patience and understanding. We appreciate your business and look forward to resolving this matter to your satisfaction.   

  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:09/03/2025

  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.

  1and1 keep charging me the domain i was cancelled and never use it before for $28.25 CAD.Transaction ID ***************** on Jun 26 2025 they denied to give me the money back by ******

  

  Business Response

  Date: 09/11/2025

  Dear **** *****,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention.
  With the information provided in your complaint, we have been unable to locate the concerns youve raised regarding the charge. To assist you further, weve sent an email directly to the address associated with this complaint so that we can review your account details securely and work toward a resolution.
  Please respond to that email at your earliest convenience so we can investigate this matter and provide the appropriate support.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:09/01/2025

  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.

  After signing up for a few of they services , the website design team was not able to make a website that would reflect my needs , i sent numerous e-mail and picture to use for reference and guidance, after 5 months they werent able to understand the concept , but still charging the 70 dollars per month for their service or lack of. I decided to cancel the services due to the long time that was taking , this company decided to cancel the services due but deleted all the work that was done and that i had paid for , i requested a full refund and was told that they was kind enough to let me out of the yr contract and that was all they can do.

  

  Business Response

  Date: 09/03/2025

  Dear ****** ********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  We would like to clarify that your request to terminate the ************** was processed as a courtesy during your contract term, prior to receiving this complaint. As part of this process, we advised that all data associated with your contract would be deleted and unrecoverable, which you confirmed. Your contract was then formally terminated.
  Please note that in accordance with our Terms & Conditions, a refund is not applicable. However, we went above and beyond by terminating your service within the contract term, which is not a standard practice.
  Regarding your website design experience, our design service continues to accept edits and revisions until the customer is satisfied with the final design. Our teams goal is always to assist in the best way possible and to ensure a positive outcome. We regret that despite our efforts, the result did not meet your expectations.
  We appreciate your feedback and will continue to work on improving our processes and communication to better serve our customers. If you have any additional questions or require additional clarification please respond to our email (from ******************************* directly and we are happy to clarify further. 
  Thank you for your understanding.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/03/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23825835
  
  I am rejecting this response because:
  
  This company is not addressing the issue here , they took my money while not providing the service that was advertised false advertising their web development department was not located in the us but overseas , all im asking is for the refund on that department since they were not able to provide the all updates on your website as you need per month or re build a functional website to meet your needs , i understand they cancelled the contract as a courtesy but lets be honest where they actually meeting their own requirements or guidelines of the contract on their side ? As i mentioned to them previously im trying to be fair and settle this on a way we all can be happy but i am looking into having the attorneys general here in ********** get involved and advice after they start an formal investigation on the case. I rather not go that route but Im a disabled combat veteran and i dont have the money to be scammed out of 500 dollars from a big company that wont even follow their own guidelines or contracts. 
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/08/2025

  Dear ****** ********,
  
  Thank you for taking the time to share your concerns with us once again. I want to first acknowledge how difficult and frustrating this experience has been for you. We truly regret that the service did not meet your expectations and that you feel the value was not aligned with what was originally advertised.
  
  Please know that it was never our intention for you to feel misled. Our development teamsregardless of locationare trained to deliver the services outlined in the agreement. While we understand your perspective, our records show that the contracted services were made available and supported throughout the term. Because of this, we are unable to provide a refund of the $500 fee.
  
  That said, we did cancel the contract early as a courtesy, ensuring that no further charges would occur. This step was taken in recognition of your concerns and to avoid any additional frustration.
  
  We respect the time you have spent communicating with us on this matter and we genuinely regret that this has left you feeling disappointed. While we must stand by our position, your feedback has been heard, and it will be shared internally so we can continue to improve.
  
  We are grateful for your service as a veteran, and we wish you the very best moving forward.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/10/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23825835
  
  I am rejecting this response because:
  
  Good morning 

  can you please show me proof of your department been able to do all you claimed on your response? Also please show me why they werent able to complete the website after i submitted pictures and information they asked, after failing to build the latin radio station website? They ignored the requested information and were not able to provide the desired website after 5 months of me giving them input.
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 09/15/2025

  Dear Mr. ****** ********,
  
  Thank you for your follow-up. Id like to take a moment to clarify the steps that were taken and why the outcome was as it is today.
  
  Our design team did continue working with you over several months to incorporate the content and feedback you provided in order to bring your website closer to the vision you described. We understand how important your *********** Station project is and regret that the end result did not fully meet your expectations.
  
  Once the case was escalated to our department, you requested to cancel the service. Out of good faith, we honored your cancellation request. As part of that process, it was also communicated that all data related to the website would be permanently deleted upon cancellation. Unfortunately, once a service is terminated, the associated content and drafts can no longer be retained or accessed.
  
  I do want to kindly emphasize that while we were working with you to move the project forward, a cancellation request effectively ends both the service and access to all related data. It isnt possible to request termination while also expecting the service or content to remain available afterward.
  
  We truly regret that this experience has left you dissatisfied, and I appreciate you bringing your concerns to our attention. If you decide to pursue a new website project with us in the future, we would be glad to support you with a fresh start and apply the lessons learned from this situation.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/18/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23825835
  
  I am rejecting this response because:
  
  Business is refusing to make things right, i was offered an unlimited amount of upgrades with the package i was paying and was never told they were using a third party freelancers, it was taking weeks before i could have another appointment to present any new ideas or changes to my website, they know they mislead me and agreed to cancel the contract, just to cover the fact that they took advantage of me, if they dont step up and make things right , im afraid ill have to take the legal route with the California state attorneys office and present this complaints. 
  Regards,
  
  ****** ********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/27/2025

  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.

  Complaint Against IONOS Systems: Unfair ***************** Failures I am filing a complaint against IONOS Systems (formerly 1&1) for unfair and deceptive practices. My company has been a customer for 15+ years, and since the change from 1&1 to IONOS, service has become predatory.Key **************************** Fees: Rates have doubled. IONOS adds charges and features without approval or explanation.Difficult to Cancel or Dispute: For 3+ years, Ive requested billing clarification with little transparency. Lower-cost options are hidden, and disputes ignored until collections are involved.Collections & 3rd Parties: Disputed charges are sent to collectors who add more fees. We are contacted by third parties demanding payment, even when charges are unauthorized.Service Failures: Despite premium pricing, there is no reliable backup. We lost a website due to their failure to provide recovery. Recently, all websites were offline for 30+ days during a billing dispute. After paying ~$180 as demanded, IONOS attempted an unauthorized auto-debit of nearly $400 within 48 hours. Declined by our bank/******, they then sent us to collections again.Predatory Business Model: IONOS knows websites and email are essential, and pressures customers into paying inflated bills to restore service.Conclusion:IONOS has engaged in predatory billing, unauthorized charges, poor service, and aggressive collections. These actions harmed my business financially and operationally. I request an investigation into their practices and relief including:Full billing transparency.Removal/refund of unauthorized charges.Halt to collections until disputes are resolved.Compliance with U.S. consumer protection laws.IONOS has turned from a trusted company (1&1) into what appears to be a scam-like operation holding small businesses hostage. I am pursuing action with the Attorney General, FTC, BBB, and media to warn others.Sincerely,****** *******

  

  Business Response

  Date: 08/29/2025

  Dear ****** *******, 
  
  Thank you for taking the time to share your concerns. We value all of our customers, especially long-standing ones, and regret that you feel your experience has not met expectations. Our billing and service processes are designed to be transparent, with contract terms and pricing confirmed at the time of order, followed by written order and contract confirmations. All invoices, payment schedules, and notifications of payment failures are made available in the Control Panel and sent to the email address you have provided on file.
  
  When payment is not received, accounts follow a standard process that includes reminders, suspension of service, and eventually referral to collections (not reported to credit bureaus). Service interruptions occur only in line with the agreed Terms and Conditions, and services can be restored once outstanding balances are resolved.
  
  With respect to data, loss occurs when services are terminated (for non-payment or per request), as all associated data is permanently deleted at that point. In rare, time-sensitive cases, restoration may be possible, but it is never guaranteed. For this reason, it is best practice to maintain your own local backups to safeguard against any loss.
  
  The recent company rebranding reflects a change in name only and has not altered our ownership, operations, or policies.
  
  We greatly value our long-standing customers and regret that your perception of our services has changed. Please be assured that billing and account management have been handled in accordance with our Terms and Conditions, and our support team remains available to assist with any questions or clarifications regarding your account.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  
  
  

• Initial Complaint

  Date:08/21/2025

  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.

  I purchased a domain on 6/7/25, I was contacted by the sales team 7/11/25 and was told everything was fine with my domain purchase and if I wanted to try a free trial on some add ons. Since I didnt pay for the free trial I received a random security request on 7/15 that was in my spam email. After this missed security request & no calls about my account they closed my account and have held the domain. I woke up to my *************** coming down on 8/21/25 after some clients had let me know every email was bouncing. This is the worst thing that can happen to a business and I was never contacted that this would occur!!! Now I have spent thousands of dollars surprising this domain just to have no access to it. Worst company ever for businesses you can lose everything overnight due to their shoddy practices

  

  Business Response

  Date: 08/26/2025

  Dear Mr. ***** ******, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  Our team has previously received your 1-star review and has attempted to reach you at the phone number and email address on file. We work constantly to provide the best possible service, and your feedback is a valuable resource in that effort.
  We regret that notifications about additional steps to verify account details ended up in your spam folder. While maintaining system security is a top priority, we understand theres always room to improve. Your feedback has been shared with Product Managers to help inform future updates and enhancements to the service.
  The security restrictions on your account have now been removed, allowing you to set up new services. Please respond to our email directly and we are happy to assist you further. Alternatively, you can reach out to us here within the Executive Solutions team at ********************************************************.
  Thank you again for your feedback and patience. We are committed to ensuring a smoother experience moving forward.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  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 went on to Ionos and made a account and purchased a plan for a wed domain, went to log into said account and it give a message saying account not found, so I looked on my bank account and ********************** to the money out for my purchase but I guess dint do my account!! I have contacted ionos multiple time and they keep giving me the run around. Customer support saying I noeed to contact the service team and customer service is telling me I need need to contact support the get a email telling me to log into my ionos account to speak with someone I have asked for help getting into or locating my account or a refund and deleting my payment and account info and they are refusing both

  

  Business Response

  Date: 08/26/2025

  Dear ******* *****, 

  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  We understand how stressful it can be when trying to access a service youve purchased.
  
  We attempted to reach you at the phone number provided in your complaint and left a message. Additionally, we have followed up via email directly and are happy to investigate this matter further.
  
  It appears that the account was not fully completed during the purchase process, which is why you are unable to log in. We take your concerns seriously and want to help resolve this as quickly as possible.
  
  Please note that all orders initially authorize payment to confirm that the card is valid. An authorization is not the same as a payment being fully processed. Typically, authorizations drop off automatically within 10 business days if the payment is not completed.
  
  We truly value your business and want to make this right. Thank you for your patience, and we look forward to resolving this matter promptly.

  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 08/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****