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:06/04/2025

  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.

  Every time I try to log in, I receive a message saying: "For your own protection, access to your IONOS Control Panel has been locked because we detected a possible case of attempted abuse. We have sent an email to the email address saved in your contract data with instructions on how to unlock your account.If you did not receive an email from IONOS or if you have further questions, feel free to call us at ************** (9:00 a.m. 5:00 p.m., Mon-Fri)."However, I did not receive any email. When I tried to contact them, the call was automatically disconnected after approximately three minutes. Initially, I assumed the issue was related to my telecom provider. When I contacted the telecom provider and informed them about the disconnection issue after three minutes, they confirmed there was no problem on their end. I now suspect that the disconnection is happening on IONOS's side, possibly by the employees themselves.

  

  Business Response

  Date: 06/05/2025

  Hello Rafal Holding, 
  

  Thank you for taking the time to submit your feedback regarding IONOS services.

  I have sent a separate message to the contact email on file with account specific detail regarding its status and actions you can take.

  We regret the poor experience in following the instructions shown upon login and then receiving no response from the indicated support line.  We always aim to provide a quality product and excellent support, and have forwarded this information to our ***************** Team for quality and training purposes. This team will properly address the agents handling this case and advise management for areas of improvement as any dropped or incorrectly disconnected call should be attempted to be called back.

  Once again, we apologize for any inconvenience you may have experienced, and we thank you for bringing these issues to our attention.  Please feel free to respond to the upcoming email with any further questions or concerns.

  Thank you, 
  ****
  IONOS
  

  
  

• Initial Complaint

  Date:05/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with this company for many years. I recently called throughout the winter ********* 2025 speaking to *********** about my website and the local listing. I told him multiple times that i was not getting customers to my website for the last 2 seasons for landscaping. We spent hours on the phone together and ***** though it was a ****** problem. I let him access my computer and he said hes done everything on his end and verified it wasnt a ****** problem. On his end everything is up and running correctly for the local listing. I am not getting anywhere with customers and our website or the local listing and called to cancel a week or so ago. (May 2025) Customer *** says :Oh well your local listing wasn't set up correctly! Thats why! So i have been paying for years for local listing and spoke with ***** several times and now you want to keep me as a customer and your saying the most important thing "Local listing" was never set up correctly but kept taking me money? He said yes and he apologized. I want my money back! You illegally charged me for a service I was not receiving. He put me on hold and spoke to his manager and they said they would only credit me 3 months!! No! I want the entire time for local listing to be refunded! Or we need to go to court! THis is illegal! Local listing needs to be backdated and refunded to me!!!!

  

  Business Response

  Date: 05/29/2025

  Dear *** ******, 
  Thank you for taking the time to share your concerns. Were truly sorry to hear about your experience and understand how frustrating this situation must beespecially after your long-term commitment and the time you've spent trying to get things resolved.
  
  Weve located your account and reviewed the interactions you mentioned. While it appears that efforts were made earlier this year to troubleshoot the visibility issues with your website and local listing, we regret that the root cause may not have been identified at that time. Its clear there was a disconnect, and we take that seriously.
  
  Regarding the refund request: we acknowledge that you feel the service did not meet expectations, and we sincerely apologize for any miscommunication about what was active or properly set up. Our teams current policy allows for a credit of up to three months in cases where a service issue is confirmed. We understand this may not feel sufficient given your history, and wed like to take another look to see if theres any flexibility or additional support we can offer.
  
  Weve sent an email to the email address on file for the account  to continue the conversation. Were committed to finding a fair and respectful resolution.
  
  Thank you again for your loyalty over the years. We hope to make this right.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/21/2025

  Type:Product 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.

  On January 23, 2025, I signed up for Ionos Wed Hosting. My first attempt to sign up using their web site got to the credit card info step, then failed with a hung website. No email was received.I called Ionos customer service to 1) ask if the first attempt actually worked. The customer service agent found no first pass record. Together we followed the same steps again, it succeeded, and I received a confirmation email, with account ID / login information.However, I was unable to use service immediately for some reason. There was an up-to 24-hour delay while the "contract" was being initiated. Once I got the "go" email mid-day January 24, I proceeded to migrate my web hosting. Later that day, I knew this was not the web hosting service for me. On January 24, 2025 I canceled my service, per the 30 day satisfaction guarantee. I received email confirmation of the cancellation on January 29, 2025.Sometime early February 2025 I noticed there were 2 identical charges from Ionos. One had a credit, the other did not. I called Ionos customer service again; the customer service agent could find no record of the 1st transaction from Jan 23, 2025. The customer service agent encouraged me to wait for a 30 day period from time of purchase for any "hold" to be released on the card. However, this was a charge, not a hold.I immediately initiated a stop payment action with the credit card ************************* a letter (attached) dated May 7, I find this non-existent account had been turned over to a collection agency. Given the collection letter has my address and a partial account, ,********************** does have account information about **** am looking for 2 things:1) Ionos and its agents cease and desists from any demands for money from this non-existent account, and provide me provides me with a written paper trail they have done so.2) BBB re-examines why they have an a+ rating on this company, given this is not the first complaint against Ionos like this on the BBB site.Thank you.

  

  Business Response

  Date: 05/22/2025

  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. 
  After reviewing your case, we identified that there were two accounts associated with the same contact details, which may have caused confusion during your interactions with our support team.
  To address this, weve sent a detailed email to the address we have on file, outlining the situation along with the options available to resolve the issueincluding account termination and balance clearance. We want to assure you that were here to help and are committed to finding a fair and timely resolution.
  Please check your inbox (and spam/junk folder just in case), and dont hesitate to reply directly to that message so we can proceed accordingly.
  We appreciate your patience and the opportunity to make this right.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/22/2025

  Ionos left a phone message today. In my attempt to call back I could not get to the person calling as their customer service would not forward me to the Ionos reponder. BTW - I am not going to provide a PIN establishing that this is a "valid" account, as it should have been canceled and therefore defunct,  However, I think one of the issues all along has been that the email Ionos has associated with this defunct account is not working, as I never receive any emails from the defunct account. (The valid account that was properly canceled did have emails associated with in). Ionos never seems to be able to find the account using other information.  The Ionos representative who called today should call again and if they do not reach me, lleave a phone number or method where I can more directly contact her.  The email associated with the BBB complaint can also be used to contact me via email.

  Thank you.

• Initial Complaint

  Date:05/19/2025

  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.

  Since February 2025, I have tried to end my relationship with IONOS as I had to transfer to another service provider for technical reasons related to WordPress hosting. I have called several times and indicated that I have wanted to cancel all of my services, not one contract or another, but all. I thought that after all of this effort and time, we had finally gotten that settled, and all services had been cancelled, and that I would receive a refund. But IONOS has just tried to bill me for renewal of my WordPress Hosting Grow account. I have an email that indicates that I cancelled this service on 04/17/2025 but an email from a few minutes later indicating that I had revoked the cancellation, which is untrue either in fact or intent, and not within the two weeks to reverse the cancellation as outlined in the original cancellation message. I had no problems with IONOS's service as a hosting provider, but the endless effort to cancel my contracts in good faith has left me frustrated. What I ask the customer service agents to do does not translate into the results I anticipate when clearly my efforts and behaviors indicate that I no longer want or need IONOS's service. Now, I have received a call from *** collections agency for the WordPress Hosting Grow bill, for which I did not authorize the reactivation. I would like the charges cancelled and the referral to MCM withdrawn.

  

  Business Response

  Date: 05/21/2025

  Dear ************* *****, 
  Customer satisfaction is our top priority, and on behalf of IONOS, We sincerely apologize for the frustration and difficulty youve experienced while trying to cancel your account. 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. 
  Upon review of your account, our records confirm that multiple termination requests were submitted, and we can verify that all services have since been successfully cancelled. We're truly sorry for any confusion caused during this process.
  The outstanding balance referenced was related to an SSL certificate renewal, which occurred one month prior to the termination request, as stated on the invoice. While this charge was valid per the contract terms, we have cleared the balance as a courtesy to help bring closure to the matter.
  To clarify, although our company does utilize a collection agency for unpaid balances after 60 days of nonpayment, we do not work with MCM Collections, and your account has not been forwarded to any collection agency. We apologize for any misunderstanding that may have arisen regarding this.
  We understand how important a smooth cancellation process is and regret the inconvenience caused. If you have any further questions or need clarification, please dont hesitate to reach out to us directly here within the Executive Solutions team at ******************************* Were happy to help.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/19/2025

  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.

  They sell you a 'trial' offer on the phone, get your information.Then when trying to cancel the trial, they put you on a YEAR contract that is $30 per month that you cannot cancel out of.If you ****** the company , you will see similar predatory and anti-consumer practices that this company does.Below is my contracts that to this day, they are still sending me invoices even though NEVER USED any of their services

  

  Business Response

  Date: 05/19/2025

  Dear ****** *** *******, 
  Thank you for contacting us.
  Firstly, we apologize for any inconvenience you may have experienced and that we were unable to address your concerns prior to escalating to the Better Business Bureau. We appreciate your feedback as the customers' point of view is an important resource, as it helps us focus on the aspects of our products and services that need the most attention.
  Wed like to clarify that our trial offers are always presented with full transparency, including details about the transition to a standard contract if not canceled within the trial period. We also send confirmation emails and reminders to the address on file to help ensure customers are fully informed before any charges are incurred.
  That said, we never want a customer to feel misled or stuck with a service they do not intend to use. While our contracts are non-cancellable after the trial period concludes, were happy to take a closer look at your account to see what options may be available.
  To assist further, we've sent an email to the address associated with your account that includes more information. Please review it at your earliest convenience and respond directly we're here to help and provide clarity on your concerns.
  Thank you again for your feedback. Were committed to finding a resolution and restoring your trust.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/20/2025

  [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: 23348226
  
  I am rejecting this response because:
  
  - person emailed me asking to deal with this today. Responded by saying yes , please cancel everything and do not invoice me ever again and give me a refund, as i NEVER USED ANY OF YOUR SERVICES
  - No response from the person that emailed emailed me
  - Person went on vacation i been told.
  Issue at hand still not resolved and gotten 2 more invoices for $60
  
  
  Regards,
  
  ****** Ann ***************************************

  

  Business Response

  Date: 05/28/2025

  Dear ****** *** *******, 

  Thank you for your feedback. According to our records, the issue has been resolved and the requested services have been terminated as per your request. A confirmation email was sent to the email address associated with the account by my colleague on May 20, 2025.
  
  Please note that the invoices you are referencing are credit invoices, which reverse the previously due balance. These are not new charges or invoices to the account.
  
  Additionally, cancellation confirmation emails have also been sent to the email address on file.
  
  If you have any further questions or need clarification, feel free to reach out to us here within the Executive Solutions team at ******************************* Thank you again for your time.

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

  Customer Answer

  Date: 05/30/2025

  [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: 23348226
  
  I am rejecting this response because:

   

  You gave me a CREDIT back to the account which is locked and i will not be using, so how do i get back that to another credit card.

   

  Thanks,
  
  
  Regards,
  
  ****** Ann ***********************************************

  

  Business Response

  Date: 06/09/2025

  Dear ****** ********,
  
  Thank you for your continued correspondence.
  
  We understand your concerns and would like to clarify that we have provided all relevant information regarding your account. The associated services have been terminated as requested, and all outstanding balances have been cleared. Please note, this is a courtesy that was extended due to your concerns, as all services are subject to the contract term as outlined on our website, through the order process and within confirmation emails. 
  
  Please note that a refund is not due in this case, as the invoice reversals issued have offset the full balance. As a result, there is no remaining amount owed to or from either party.
  
  With all necessary actions completed on our end, we consider this matter closed. No further action is required.
  
  Should you have any new concerns unrelated to this matter, feel free to reach out to our team directly at ******************************* Otherwise, we thank you for your time and understanding.
  

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

  Customer Answer

  Date: 06/13/2025

  It seems bbb send the wrong attached informations and confused it with another complaint

  Bbb: please attach the correct attachments that I provided before.

  Customer Answer

  Date: 06/18/2025

  [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,
  
  ****** Ann ***************

• Initial Complaint

  Date:05/13/2025

  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 with a tech question about website domains I paid to reserve. They responded hostilely and then sent me a random ****** email , said they couldnt help me because I owed a balance- which made no sense because I used my credit card to check out + purchase website domains I created and was only notified when I called to ask a separate question.I then paid to log back in, and then find out my account was deleted. I then received an email saying to contact my bank about a refund if you ****** the support number they give you it comes up as a SCAM online. **************. I dont have enough space here to describe the phone interaction but it is so obviously a fraudulent service I am reporting it. I also need a refund immediately. I called the bank to cancel that credit card since it was on their website and they are fishing for fake charges.Transaction occurred 4/30/25.

  

  Business Response

  Date: 05/14/2025

  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. This isnt the level of service we aim to provide and 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 want to clarify that we do not send unsolicited ****** invoices or apply random charges. In some cases, an outstanding balance can impact access to services, which may have contributed to the confusion though we understand how concerning this must have been, especially when you were reaching out for support.
  To assist further, we've sent an email to the address associated with your account that includes more information. Please review it at your earliest convenience and respond directly we're here to help and provide clarity on your concerns.
  Thank you again for your feedback. 
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/20/2025

  [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: 23324075
  
  I am rejecting this response because:

  They literally charged me AGAIN. The put another store credit on my account, which was charged to my bank account. My ********************** account is also locked/unable to be activated.

  
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/20/2025

  They literally charged me again/ charged me twice. Please see screenshots.

  

  Business Response

  Date: 05/21/2025

  Dear ***** ******, 
  Thank you for bringing this to our attention, and were very sorry for the confusion and frustration this situation has caused.
  As previously noted, the dispute process is managed and controlled by your financial institution or ******, depending on the method used to file the claim. Once a dispute is submitted, we respond with the requested information, and the platformsuch as PayPalreviews the case and determines the outcome, including whether a refund is issued.
  If the dispute has been resolved in your favor, the funds are automatically returned to your account by ****** or your bank. If the dispute is still open, we recommend monitoring your ****** account or reaching out to them directly for updates on the status.
  We understand how frustrating this experience has been and sincerely apologize for any inconvenience. Should you have any further questions or need assistance with documentation related to the charge, please dont hesitate to reach outwe're happy to help.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/12/2025

  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.

  ************************** offers web hosting; I have cancelled my service contract with them after one year of service declined to renew and they still attempted to bill me for a one year contract renewal. The payment was blocked by my credit card company as fraudulent, Ionos, LLC then sent this fraudulent debt to "**************************** ******************************************** *************)". This is predatory to bill for a contract after it has already been cancelled. I have disputed the debt and filed a complaint with **************************** and referred the matter for criminal investigation with the *******************************; this type of fraud needs to stop and the company to be investigated. Thank you. **** ******

  

  Business Response

  Date: 05/13/2025

  Dear Mr. **** ******, 

  Customer satisfaction is extremely important to us, and on behalf of IONOS, Im truly sorry that your experience did not meet your expectations. Id like to thank you for taking the time to share your feedbackhearing directly from our customers helps us identify where we can improve.
  
  Our services are set to auto-renew by default to ensure uninterrupted access and to safeguard customer data. We understand how critical it is to avoid accidental loss of domains, websites, or emails due to a lapse in service. Auto-renewal details, including pricing at the time of purchase and the applicable renewal rates, are outlined during the ordering process and confirmed in both the order and contract confirmation emails sent to the email address on file.
  
  That said, we understand that managing multiple subscriptions can sometimes feel overwhelming, and we sincerely apologize if any of this information was unclear. Please know that customers have full control over their settings, including the ability to disable auto-renewal directly within the control panel at any time before the renewal date.
  
  To further assist you, weve sent an email to the address on file with more specific information and next steps. Please take a moment to review it, and dont hesitate to reach out with any questions or concernswere here to help.
  
  Again, thank you for your feedback. Your experience matters, and were committed to improving how we communicate important account details.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

  Customer Answer

  Date: 05/15/2025

  [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,
  
  **** ******
  
  

• Initial Complaint

  Date:05/07/2025

  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.

  Im writing to file a complaint regarding IONOS's misleading trial service practices and their unwillingness to offer a fair resolution after unauthorized charges were applied to my account.I originally signed up for what was advertised as a $6/month package for a one-page website, domain, and email a simple solution to support a small side business Im working to get off the ground. IONOS later activated a set of services as part of a "trial" period, which I did not clearly understand would auto-renew into paid subscriptions without further confirmation or notice.Because I dont check this business account frequently, I missed the end of the trial period. By the time I noticed the charges on my card totaling over $50 it was too late to cancel. I called IONOS immediately, and the only solution they offered was to continue the service at 50% off. I didnt want these services in the first place, and being locked into paying for something I never truly consented to feels unfair and ************ a full-time working parent with three children one of whom is heading to college soon and this unexpected financial burden is incredibly stressful. I placed trust in IONOS based on their reputation, but I now feel taken advantage of. I am disappointed and frustrated that a company would rely on auto-renewals and vague trial terms to trap customers into unwanted contracts.I am requesting:A full refund of the charges that resulted from the trial services.Immediate cancellation of all services beyond the original $6 setup.A guarantee that no further charges will be made to my account.Thank you for reviewing my complaint and helping ensure this situation is addressed fairly.

  

  Business Response

  Date: 05/13/2025

  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. We understand how frustrating unexpected charges can be, especially when juggling a busy schedule and family responsibilities. 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 orders receive a confirmation notification at the time of purchase, sent to both the email address on file and to the notification center within your account's control panel. Invoices are also issued outlining the services contracted, including any trial periods and their associated renewal terms.
  We offer a 30-day money-back guarantee to ensure customers have time to evaluate their services and make adjustments if needed. That said, we recognize that this situation has caused stress, and we want to help make it right.
  We've attempted to reach you at the phone number listed on your account and left a voicemail. Additionally, weve sent an email to the address on file with further information and options. Please take a moment to review it and respond directlywere here and happy to assist further.
  Thank you again for your feedback. Were committed to finding a resolution and restoring your trust.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:05/03/2025

  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.

  Today 5/3/205 within the hour I purchased a 12 month package specifically for domain and website (came with more). The prices seem too good to be true. I spent about 30 minutes reading everything looking for a catch and there was none in the details. I purchased. Got my receipt. Signed in. See the correct package locked in as paid + applied. Yet, when moving forward to begin the application of designing Plus website I have paid off already for "12 months", I am blocked from proceeding. Instead, what pops up is a NEW PURCHASE window, in which the website I've already paid off for a year, is now free for one month and then more than double the price I've already paid for in full EVERY MONTH, along with four domains, email, etc. The contract is "very clear" before purchase and on receipt post purchase that website plus is included for ******************************************** offer I would not have purchased as I already own several monthly and annual websites with competitors - this was an attempt to improve performance and keep web accounts separate for separate business. The issue beyond the obvious is the "not letting you proceed to a website unless you click agree" on what would be a new contract. I don't want to be in a situation of hearing "this is a new contract" because proceeding to the contract I've already paid off in full until 5/3/2026 requires me to click ok. This is very scandalous and corrupt business practice. I mean what in the pick-pocketing, three-card-*****, magic-trick hustle is this supposed to be? Unfortunately, its not until I entered the specific problem that I am having when all the BBB complaints come Up. Prior they look clean on ******. I am damaged. time and money are wasted. I'm emotionally distressed because i am against a deadline and the security of my data and business is unknown. I paid in full for everything. They need to go into the computer ensure no further charge and no funny business for the duration of the annual contract.

  

  Business Response

  Date: 05/07/2025

  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. 
  

  Please note that all new orders are subject to a standard security review, which includes verifying contact information and the payment method used. This process is in place to protect our customers and ensure the integrity of all transactions.
  
  We can confirm that an email has been sent to the address on file with further details regarding your order. If you have not yet seen it, we kindly ask that you check your spam or junk folder as well.
  
  We truly regret any frustration this situation may have caused and appreciate your patience as we work to resolve it. Should you have any further questions or require assistance, please dont hesitate to reach out to us, here within the Executive Solutions team directly at ********************************************************.

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

  Customer Answer

  Date: 05/14/2025

  [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: 23282720
  
  I am rejecting this response because: 

  A) It does not address my BBB complaint at all.

  B) It does not address the allegations against IONOS at all.

  C.) It does not address further harmful actions taken by the company with regard to this complaint, after the BBB complaint was filed.

  D. It does not return usage of domain names I purchased to me.

  E.) It does not provide full refund of my purchase which the company cancelled prior to delivery and without legitimate reason.

  F.) It does not compensate me for time loss and additional cost extended to repair the damages the company created.

  G.) If BBB accept a response which is no response, and does not make the *** and this rejection public information for the purpose of transparent consumer protection from IONOS they will be documented for playing such a role in my own public presentation of this companies unrepentant, unapologetic, occulted, predatory practices which have clearly negatively impacted many consumers as demonstrated by previous BBB complaints.

  Introduction to Exhibits A-1 through A-19
  The following exhibits (A-1 through A-19) are submitted in direct response to IONOSs reply to my BBB complaint. They are connected to a real time screen recording of the allegations against the company.
  These exhibits provide clear, time-stamped documentation that contradicts the companys response of "failed self-correction" and demonstrate a pattern of deceptive, obstructive, and predatory business practices. As shown, I acted in good faith, fulfilled all terms of the contract, and sought resolution through appropriate channels. In return, I was denied access to the product I paid for, mischaracterized in communication, and ultimately had my contract wrongfully terminated. This documentation speaks for itself. I respectfully request appropriate review and remedy.
  
  
  Regards,
  
  Consumer Complainant
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 05/14/2025

  My apologies for sending the spicy unedited ***.

  This edited version may age better but I'm so frustrated with these types of businesses and this type of practice, wasting my time, my money and my energy, that I'm fine with either version living where it needs to live at this point.

   

  From:
  Customer Complainant
  To:
  ******************** serving ******************* & ********************
  Subject:
  I do not accept the response made by the business to resolve this complaint
  
  [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: 23282720
  
  I am rejecting this response because: 
  A) It does not address my BBB complaint at all.
  B) It does not address the allegations against IONOS at all.
  C.) It does not address further harmful actions taken by the company with regard to this complaint, after the BBB complaint was filed.
  D. It does not return usage of domain names I purchased to me.
  E.) It does not provide full refund of my purchase which the company cancelled prior to delivery and without legitimate reason.
  F.) It does not compensate me for time loss and additional cost extended to repair the damages the company created.
  G.) If BBB accept a response which is no response, and does not make the *** and this rejection public information for the purpose of transparent consumer protection from IONOS they will be documented for playing such a role in my own public presentation of this companies unrepentant, unapologetic, occulted, predatory practices which have clearly negatively impacted many consumers as demonstrated by previous BBB complaints.
  Introduction to Exhibits A-1 through A-19
  The following exhibits (A-1 through A-19) are submitted in direct response to IONOSs reply to my BBB complaint. They are connected to a real time screen recording of the allegations against the company.
  These exhibits provide clear, time-stamped documentation that contradicts the companys response of "failed self-correction" and demonstrate a pattern of deceptive, obstructive, and predatory business practices. As shown, I acted in good faith, fulfilled all terms of the contract, and sought resolution through appropriate channels. In return, I was denied access to the product I paid for, mischaracterized in communication, and ultimately had my contract wrongfully terminated. This documentation speaks for itself. I respectfully request appropriate review and remedy.
  
  
  Regards,
  
  Consumer Complainant
  
  

  

  Business Response

  Date: 05/15/2025

  Dear ****** ******, 

  We appreciate the opportunity to respond and would like to sincerely apologize that our initial reply did not fully address your concerns. Your feedback is important to us, and we take all complaints seriously particularly when a customer feels their experience was not handled appropriately.
  To clarify, your order was not fulfilled because it did not meet the verification standards outlined in our Terms and Conditions (Section 8.1), which require accurate and verifiable contact information. These safeguards are in place to protect all parties involved from potential fraud or misuse.
  We understand that this situation has caused frustration, and we regret any inconvenience you may have experienced. We want to reiterate the following:
  -No charges were processed for the order in question. Any authorization holds you may have seen were temporary and should be made available by your financial institution within 710 business days.
  -The domain(s) in question were not activated or delivered, as the order was terminated before fulfillment due to verification issues.
  -The account was not eligible for service activation due to the use of unverifiable contact information and/or a non-accepted payment method (e.g., prepaid or virtual cards).
  -We cannot restore access to services that were never successfully provisioned.
  Regarding your additional concerns, including alleged harm, time loss, or compensation requests: we are unable to offer reimbursement for services that were never activated. We recognize that this outcome is not what you expected, and while we cannot override our verification requirements, we are more than willing to assist you with placing a new order using valid and verifiable information.
  We remain committed to transparency and integrity and welcome further communication directly through our support channels if you have any follow-up questions or would like clarification regarding our policies or this outcome. You can also reach out to our team directly at ******************************* In addition, an email has been sent to the email address on file for the account with this information at the time of your original complaint. 

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

  Customer Answer

  Date: 05/18/2025

  [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: 23282720
  
  I am rejecting this response because:
  First off, incredible distractions. Secondly, because it appears deducted from my account and I have provided evidence that the product was delivered. However, I cannot get a line-by-line statement from the card platform used to purchase the package until the month completes because they run a month behind on printable statements. I have no doubt that such a predatory company is aware of that. Moreover, the domains in question are coming back taken; they were available until this purchase was completed. The back-and-forth with this company is disgustingly ridiculous, and any customer thinking about shopping with them should consider the amount of time and communication spent on BBB complaints alone. SMH.

  
  Now, until the month of June arrives, so that I may get a May statement, I can't supply the deduction receipt. I appreciate the BBB facilitating this process. If it's possible to leave the complaint open until June, I can follow up here on June 1, 2025. If not, I'll find fourteen platforms from here to there to share the experience and receipts, so that customers do not have to wait until a paywall pops up at the design phase before learning it's not a little scam they're running; it's a potential to derail your whole business plan scamand let that live on the internet.

  
  Now, luckily, I didn't pursue my complete brand in any of the domains. The chief domain was a version of the actual brand, and the subsequent domains that I was "upsold" even before check out were versions of the chief domain. They're all close enough that it would protect my digital identity to purchase them, but they're not my actual brand (I'm good) because I didn't know these people. Now I do. It's up for life.

  And the [redacted lol] 'character' to dare use #THATBRANDNAME in a sentence, with words such as 'integrity' and 'transparency,' as if an extensive BBB profile demonstrating the exact opposite to be true of #THATBRANDNAME, is well, lol, reflects the quality of the individual who authored that statement as well as #THATBRANDNAME.

  
  I would never lower my standards enough to Reach Down to the space where an IONOS team might be found, knowing what I know now. That is the point of a BBB complaint: genuine, PUBLIC transparency for brands that FAIL TO PROVIDE TRANSPARENCY PRIVATELY, as demonstrated at length in the *** attached to this complaint and the extensive record of complaints that preceded this complaint.

  
  Again, I extend my sincere appreciation to the Better Business Bureau for respecting me as a consumer and facilitating this most ridiculous $14.00 matter with #THATBRANDNAME, which requires gimmicks just to get a mention in search results alongside reputable businesses... So all in all, a place that anyone should be proud to say their education is applied to and their employment experience derives from. Surely, a vision of accomplishment that when viewed in a mirror causes one to smile at the reflection looking back at them.

  Until I hear back as to whether the complaint may remain open until June.
  

  Respectfully yours,
  

  Consumer Complainant
  
  
  
  
  

  
  

  

  Business Response

  Date: 05/21/2025

  Dear ****** ******, 
  Thank you for your follow-up.
  As previously communicated via email, the order in question was unable to be fully processed due to a violation of our terms and conditions, specifically the use of an invalid payment method. While an authorization hold may have appeared temporarily on your account, it was reversed the same day, and no funds were collected. This is standard for unsuccessful transactions and is typically reflected on your statement within a few business days, depending on your card issuer.
  Because the payment was not completed, the order could not be fulfilled, and no servicesincluding domain registrationswere delivered. The domains in question remain publicly available and were never registered to your account.
  We understand that the delay in providing information regarding your order may have added to your frustration. As such, weve made internal improvements to better alert customers about the status of their orders in a more timely and transparent manner.
  We also understand you may wish to revisit this once your May statement becomes available in June. Should you be able to provide documentation indicating a completed charge, we are more than willing to re-review the matter. In the meantime, our records confirm that no payment was processed and no products were provisioned.
  If you have any additional questions or would like to continue the conversation directly, please feel free to reply to the email sent to the address on file. Were here and happy to assist.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/01/2025

  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.

  In April of 2024, I paid for our business website Starfurians to be built and maintained. We recently found out on April 30th 2025, that the person Mr. ****** *****-***** is no longer building nor making our business website. Yet, IONOS is still collecting payment on our website. We I try to ask to speak with a corporate team member, I was told no one is available. I have tried every day to get this resolved but IONOS customer service keeps transferring me to another department.

  

  Business Response

  Date: 05/02/2025

  Dear *** STAR FURY , 
  
  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, the service purchased in April 2024 is a website hosting contract, which provides the foundation for maintaining an online presence. This allows you to use a content management system (CMS) of your choicesuch as WordPressto build, update, and manage your own website. ************** services are not included in this hosting package.
  
  The individual you referenced, *** ****** *****-*****, was part of our Inside Sales Team. While he went out of scope to assist based on the concerns you raised at the time, his role did not include web design. He has since been promoted and now works in a different department.
  
  While our Support Team does not build or manage WordPress websites, were happy to provide guidance and point you in the right direction. Weve also sent an email to the address on file for your account with more detailed information and the option to schedule a callback with a subject matter expert. Please review that message and respond directly at your convenience so we can move forward with next steps.
  
  Were here to help and appreciate your patience as we work to support you.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************