Complaints

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

close

Find a Location

IONOS, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/04/2025

  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 received a collections notice from TrueAccord - for collecting a $17.02 bill from a company IONOS (says I have an account with them) - that I have never used any services from. In fact, there were fraudulent charges on my Credit Card from that company - that my bank successfully declined. But they instead referred my unpaid invoice to a collections agency. How is this legal - is a server company - which I have never signed up for. When I called them, they could not even locate my account. But here I am being chased by them.

  

  Business Response

  Date: 11/04/2025

  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. Were happy to assist; however, we were unable to locate an account based on the information provided in your complaint.
  
  We attempted to reach you by phone at the number listed and left a message, and weve also sent an email to the address provided. Once we receive your reply, well be glad to review the matter in full and address your concerns as quickly as possible.
  
  As a note, please be assured that balances forwarded to collections do not impact your credit history. This process simply occurs after 60 days of nonpayment and serves as a standard notification procedure only.
  
  Our email includes a request for additional details to help us locate the payment and the associated account. Alternatively, you can reach out to our team directly at ******************************* We truly appreciate your cooperation and look forward to your response so we can resolve this for you.

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

  Customer Answer

  Date: 11/07/2025

  IONOS has now found and closed the account and addressed the collections reporting. Thank you

  Customer Answer

  Date: 11/07/2025

  
  
  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:10/25/2025

  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.

  Ionos will continue to attempt to bill clients who have opted out of their services. I notice a lot of individuals online making this claim right now. They seek to bill me annually for services I no longer use, and they refuse to recognize earlier cancellations. then attempted to charge my old card without my authorization, and then forwarded my fabricated $20 bill to a collections firm, which has been pestering me! There are dozens of situations where this has happened to others, as well as numerous threads on Reddit that explain everything. I am quite upset with what IONOS has become. This is fraud and harassment.

  

  Business Response

  Date: 10/29/2025

  Dear ********* **** *******,  
  Thank you for taking the time to share your concerns. We understand how upsetting this situation feels and appreciate the opportunity to clarify.
  All services are set to automatically renew in accordance with our Terms and Conditions, which are presented during the purchase process and confirmed in the order and contract confirmation emails sent to the account holder. This renewal process ensures service continuity unless a formal cancellation request is completed prior to the renewal date.
  We have reviewed your account and can confirm that we did not receive a request to terminate the service until now. Please note, once a cancellation is processed for a service a cancellation confirmation email is sent to the email address on file for the account. The service in question has been terminated due to non-payment, and no further billing will occur. Please note that our system cannot charge or store payment details without prior authorization. If a card on file was previously used for payment, renewal attempts are made automatically by our secure billing system, as outlined in the agreement.
  The $20 balance referenced was generated before the cancellation completed and was forwarded to a collection agency only after the standard 60-day nonpayment period. However, this does not affect credit history in any way. As a one time courtesy we have reversed the relevant invoice and pulled the balance from collections. 
  We regret any confusion or frustration this has caused. We take claims of fraud and harassment very seriously, and after reviewing the account, we can confirm that all actions followed the documented process. That said, were always open to resolving any remaining concerns directly. Please reach out to our team here within the Executive Solutions team at ****************************** so we can ensure everything is fully settled.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/24/2025

  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 am filing this complaint regarding ongoing billing issues with IONOS despite having canceled my account.On May 14, 2025, I requested to cancel my subscription, and I have written proof of that request. Despite this, IONOS continued billing me. When I contacted them, I was informed via email that I was required to pay for 12 months even after cancellation, which was never clearly explained or agreed upon when I signed up.Recently, I was contacted by **********, a debt collection agency, claiming I owed $17.00. I paid this amount on October 19, 2025, in good faith, assuming it would resolve my balance. However, I later discovered additional charges ($15.94 and $31.88) were also being claimed, even though my account had been canceled months earlier.IONOS has not provided a clear explanation or itemized breakdown for these charges, nor justified why billing continued after my cancellation. I am requesting that IONOS:Reverse all charges applied after the cancellation request.Withdraw the account from collections and notify TrueAccord accordingly.Provide written confirmation that my account is fully closed with a zero balance.This situation has been stressful and confusing, and I believe it reflects a lack of transparency in IONOSs billing and cancellation policies. I am seeking a fair resolution so that no further collections or charges occur on a canceled account.

  

  Business Response

  Date: 10/29/2025

  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. 
  All services are provided under the contract terms agreed to at the time of purchase. These terms are presented during checkout and included in the order confirmation email, control panel notifications, and Section 2.1 of our Terms and Conditions. This process ensures transparency and allows us to maintain competitive pricing including promotional discounts for all customers.
  We understand that situations can change, which is why we offer a 30-day money-back guarantee to allow customers time to evaluate their service and request a full refund if it doesnt meet expectations. In this case, it appears your cancellation request was submitted near the end of that period.
  As a one-time courtesy, were happy to offer an immediate termination of the active contracts to stop any future billing. Please note this would result in the permanent loss of any associated data, domains, or email content. Once confirmed, well finalize the termination and remove the balance from collections. (For transparency, any balance is only forwarded to collections after 60 days of non-payment and does not impact credit history.)
  We truly value your feedback and will continue working to make our processes clearer and more customer-friendly. We have sent an email to the email address on file directly to assist you further. Please review and respond directly to our email and we look forward to resolving your concerns. 
  Sincerely,
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/24/2025

  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.

  On September 3 I logged in to my account and went through the online process in its entirety to close my account.The account was closed.On September 6 they sent an email asking me to call them. Since my account was closed I figured there was no reason to call them back.On October *********************************************************** that I owed $396 and it had been sent to collections. This means they unilaterally decided to charge me for 3 years of service After I closed my account.

  

  Business Response

  Date: 10/29/2025

  Dear Mr. ***** ******,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry that to hear that your experience with our company has not met your expectations. I appreciate the time spent 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 service that need the most attention. 
  
  Upon review of the account, I have found that our team has recently addressed your concerns on 27.Oct.2025.  I have provided a copy of the correspondence below: 

  Dear Mr. ***** ****** (Customer ID: *********, 
  
  Thank you again for taking the time to speak with me today. I truly appreciate the opportunity to connect and assist in resolving your concerns.
  
  As discussed, your IONOS Unlimited (36 months term)
  contract ******** has been successfully cancelled. To reiterate the reason we require a phone call to process cancellations to ensure that all customers are fully aware of the implications, including the permanent and irretrievable loss of data once a service is terminated.
  
  I have cleared the outstanding balance on your account. Please note that it may take 23 business days for this update to reflect and for the balance to be fully removed from collections. If you receive any notices during this period, please feel free to disregard them, as no further action will be required on your part.
  
  I hope that my efforts to address and resolve your concerns have helped rebuild your confidence in IONOS.

  
  Thank you again for your patience, understanding, and the opportunity to assist. Please dont hesitate to reach out if you have any remaining questions or need further assistance.
  Sincerely,
  ******** *****
  Solutions Manager
  IONOS

   

  I can confirm that the service has been terminated and the balance has been cleared. 

  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: ******************************* Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ******** Smith 
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/22/2025

  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.

  I am being charged $25 per month for a service I do not used and have NEVER used. I have called repeatedly trying to cancel the contract and the customer service team is simple rude and useless. They keep repeating that I am in a "contract" that I never signed or agreed to. Simply because I opted in for a free website, it then automatically enrolled me in a "12 month contract". They are in addition threatening to send me to "collections".I want to be removed from this contract and for my money to be returned.

  

  Business Response

  Date: 10/27/2025

  Hello **** ******,
  
  Thank you for taking the time to share your experience. We sincerely apologize for any frustration or confusion caused by the service charges and interactions with our team. Please note that your concern was addressed prior to receiving this message.
  
  As a courtesy, we have confirmed that the contract in question has been cancelled, ensuring that no further charges will be applied to your account. Regarding your request for a refund, we want to clarify that our services include a 30-day money-back guarantee. This policy is designed to give customers the opportunity to review the service and cancel within that period if it does not meet their expectations. Since the cancellation request fell outside this window, a refund is not applicable. This information is provided at the time of the order, within the order and contract confirmations, and listed in our terms and conditions. 
  
  We understand that billing and contract terms can sometimes be confusing, and your feedback is valuable as we continue to improve our processes and customer experience. We truly appreciate your long-term support and hope this explanation provides clarity. We have sent an email to the email address on file with additional information regarding your concerns. Please respond directly to the email and we are happy to assist further. 
  
  Thank you again for bringing this to our attention. 

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

• Initial Complaint

  Date:10/22/2025

  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 am submitting this complaint regarding an unfair collections action initiated by IONOS. The company sent my account to collections over an amount of $28.25, despite the fact that I did not authorize or request a renewal of their services.I had previously used IONOS for hosting services, but I chose not to renew once my term ended. I did not receive clear notice that my account would automatically renew, nor did I consent to such charges. After noticing a balance for a service I no longer used or agreed to continue, I disregarded it, assuming it would be cancelled. Instead, IONOS sent my account to collections for $28.25 an excessive response for such a small amount and an unfair **** against a customer who did not authorize renewal.I am requesting the following resolution:Removal of any collection record associated with this $28.25 charge.Confirmation that my IONOS account is closed and that no further renewals or charges will occur without explicit consent.Written acknowledgment that this was an error or misunderstanding, not a delinquency.This matter has caused unnecessary stress and potential harm to my credit for anominal amount I did not agree to owe. I am seeking the BBBs assistance to resolve this issue fairly.Thank you for your attention.

  

  Business Response

  Date: 10/22/2025

  Dear Mr. AD *********, 
  Thank you for taking the time to share your concerns.
  Please note that this matter was already reviewed and resolved prior to receiving your complaint. The service in question has been fully cancelled, and the related invoice was reversed to ensure your account reflects a zero balance and balance is pulled from collections. 
  Wed also like to clarify that while unpaid balances may be referred to an external collection agency for follow-up, this process is internal and does not impact your credit score or credit history in any way. No reports are made to credit bureaus.
  All services are set to automatically renew by default to avoid unexpected interruptions in website or domain availability. This policy is clearly outlined during the order process, within the order and contract confirmations sent to the account email, and in our Terms and Conditions. Customers may review, manage, or turn off the automatic renewal for any active service directly from their account at any time.
  We truly appreciate your patience and the opportunity to clarify this matter. If you have any additional questions or need further assistance, our team would be happy to help simply reply to our most recent email or contact our support department directly.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  
  

• Initial Complaint

  Date:10/21/2025

  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.

  I got charged a renewal fee for a service that was cancelled.

  

  Business Response

  Date: 10/27/2025

  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. 
  Please note that our services are only billed if they remain active upon renewal. To avoid unwanted renewal charges, a cancellation request must be received prior to the renewal date.
  According to our records, we received a request in October 2022 to downgrade your services to a domain-only plan, and the other contract on your account was terminated at that time. Since then, we have not received any confirmation to terminate the remaining service, which is why it automatically renewed and billed.
  We can confirm that the services have now been terminated and will not renew next year. An email has been sent to the address on file with additional details for your reference.
  We appreciate your understanding and thank you for giving us the opportunity to clarify this matter.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:10/20/2025

  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 web hosting and domain from ionos on or around 8-5-2023 to try and expand and look professional while selling online. I read over what it would take to get my website up and going before I purchased and it seemed simple enough. Well I could not figure it out because I'm not to handy with computers so I canceled and asked for refund about 3 weeks from the purchase date. Was told it would be put back in my account. Some time we t by and I called two more times and still got the run around. Then around February or March of 2024 I noticed 2 more charges from ionos (I thought it was the refund at first) as I looked at them and seem they had charged me for 2 more hosting without my consent. I immediately called the lady I spoke with fist said they had some issues around Christmas time with the system, then said I had been refunded in November or something which made no sense because the charges were after that and I had no refund deposits on my account. She said she would look into it and contact me back never heard from her again so called back and given the same run around. It wasn't until I posted a review thar I was immediately contacted through the site a posted the review on by a lady who said she would get it all straightened out for me. I spoke with her for about 5 minutes and was told she would call me back when she has resolved it, never heard from her again. Now I'm blocked out of my account because I owe 200 plus dollars for hosting I was never able to use and had canceled but never refunded for any of the 3 web hosting. A couple weeks ago I get an email telling me to confirm my domains. I had purchased for a year and was told they would be canceled if not. I called the person and said , " did my purchase of these domains for 1 year not confirm that I eant them" and asked about my refunds of the 3 webhosting . Still no answers and after I confirmed the domains I was locked out of all my domains. With no refund for them either.

  

  Business Response

  Date: 10/22/2025

  Dear ****** *****, 

  Thank you for sharing your experience we truly understand how frustrating this has been, and were sorry for the difficulties youve encountered.
  
  Our records show we received notice of your review back in April and made several attempts to reach you by phone and email but didnt receive a response. To clarify, the hosting contracts mentioned were not invoiced and have been terminated, so no refund is due for those.
  
  The current outstanding balance is for active services ordered in 2025, including:
  
  Hosting $153.13
  
  Instant Domain $35.96
  
  MyWebsite $23.40
  
  Weve also sent a detailed email with more information. We appreciate your patience and would be happy to review everything further with you directly. Please reply to that email so we can work toward a resolution together.

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

   

  
  

• Initial Complaint

  Date:10/17/2025

  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 subscribed to IONOS for a school project that I needed hosting for in Summer of 2024. Once the semester was over, I tried to cancel the service. I believe I had an annual subscription for the domain + monthly subscription for the hosting services. They let me cancel the monthly subscription, but not the domain. So, I told them to take my credit card information out if they were not going to cancel my domain subscription. A year goes by, they try to charge me again. It doesn't go through because they took my credit card info out upon request. So, I got an email on 7/1/2025 about the invoice - I emailed them and said I did not want these services on 7/1/2025 - but, they did not cancel my services. They sent me to a debt collector agency in August/September 2025. So, I called to figure it out. IONOS cancelled my services on October 8, 2025. I got an email on 10/8/2025 saying that they cancelled my services.Wednesday, October 15, 2025 - they sent me to ANOTHER debt collection agency. I now have to dispute this again. All for $25. IONOS Customer ID - ********* My goal is for them to stop sending me to debt collectors and to leave me alone. This can impact my credit score!

  

  Business Response

  Date: 10/21/2025

  Dear ****** ***********,

  Thank you for taking the time to share your experience. We sincerely apologize for the frustration and inconvenience youve encountered regarding your domain renewal and billing notifications.
  After reviewing your account, we can confirm that your concerns were addressed prior to receiving this complaint. The domains have been fully cancelled, and there is no outstanding balance remaining on your account.
  Please note that all services are set to automatically renew by default in accordance with our Terms and Conditions. This ensures continuity of ownership and prevents unintended loss of domains or associated data. Customers can manage or cancel automatic renewals directly within the control panel at any time before the renewal date to prevent future billing.
  We also want to reassure you that while unpaid balances may be referred to a collection agency for processing, this action is internal and does not impact your credit score.
  We truly regret the inconvenience this situation has caused and appreciate your patience while it was resolved. Should you have any additional questions or need confirmation details for your records, please feel free to reply directly to the email previously sent by our team on October 20, 2025 well be happy to assist further.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

   

• Initial Complaint

  Date:10/16/2025

  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.

  I attempted to cancel a subscription. I was told later that because I didnt double confirm my cancellation via phone (which was not stated upon signing up) that my cancellation was invalid and that I would be charged for another year for a monthly subscription. After calling in to resolve the issue. I was denied. I just want my cancellation accepted.

  

  Business Response

  Date: 10/21/2025

  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. 
  
  For clarification, our services include a 30-day money-back guarantee from the date of purchase. Cancellations requested outside of this period are subject to the terms and duration of the contract agreed upon at the time of registration.
  
  Additionally, the confirmation by phone is a standard step in our cancellation process. This safeguard is in place to verify account ownership and ensure customers are aware that cancellation results in permanent data loss for associated services.
  
  We truly regret any inconvenience this process may have caused and appreciate your understanding. We have sent an email to the email address on file with the next steps.  Please review and respond directly so we can assist you further. 
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************