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:08/08/2024

  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.

  Reported fraud so my bank had to close my card. Put new card on file. Imitated a bank draft on business bank account. Sent email communication. Since Ionia chose to not allow **** card payments they have to wait for bank draft already initiated to clear. Not my fault I was a victim of fraud and had to get a new card. Not my fault your system wont process my new card. Not my fault ******** bank draft takes two weeks to process. Locking my account as the innocent party is unreasonable Contact should be by email

  Customer Answer

  Date: 08/27/2024

  Reported fraud so my bank had to close my card. Put new card on file. Imitated a bank draft on business bank account. Sent email communication. Since Ionia chose to not allow **** card payments they have to wait for bank draft already initiated to clear. Not my fault I was a victim of fraud and had to get a new card. Not my fault your system wont process my new card. Not my fault ******** bank draft takes two weeks to process. Locking my account as the innocent party is unreasonable Contact should be by email
  
  Desired Outcome:
  Contact by the business; Modification/discontinuance of an advertised claim; Repair

  

  Business Response

  Date: 08/28/2024

  Dear ***************************,
  We understand your frustration regarding the account lock and the issues stemming from the recent fraud you experienced.
  I want to assure you that this issue has already been addressed prior to receiving your communication through the Better Business Bureau. Our current system supports a range of payment methods, including ***** MasterCard, Discover, ******* Apple Pay, and ****** Pay. This variety is intended to accommodate different preferences and prevent future account issues. 
  For clarity, our system automatically enforces certain security measures to protect both our clients and the company. Unfortunately, this includes locking accounts when there are unresolved payment issues, even when they arise from circumstances beyond your control. We recognize that you have been a victim of fraud and have taken steps to rectify the situation by updating your payment information.
  Since your new card could not be processed due to our current payment system limitations, our team has  made an exception and cleared the balance due and unlocked the account.
  To prevent future suspensions and ensure smooth processing, please log in to your account and update your payment details or confirm that they are valid.
  Please feel free to reach out to us here within the Executive Solutions Team at ****************************** if you have any additional concerns or need further assistance.
  Thank you for your patience and understanding.
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/06/2024

  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.

  Hello. I have been trying to get a refund from this company for services I did not sign up for. I was contacted shortly after creating an account for some "free features" that were new. I was never told there was a cost to keep these services (which I never used). I immediately contacted them to cancel and issue a refund of $74 which I was told would happen. Then I was charged again another $96, 30 days later. They advised all my invoices were canceled and I would receive a full refund of $170. That was over 2 weeks ago, and I still have not received it.

  

  Business Response

  Date: 08/19/2024

  Dear *******************************,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any confusion or inconvenience youve experienced. 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.
  I want to assure you that this issue has already been addressed prior to receiving your complaint through the Better Business Bureau. I have copied our recent correspondence below:
  Dear ******************************* (Customer ID **********,
  This is a follow-up to our earlier conversation regarding the refunds due for your account. I apologize for any inconvenience caused in this matter.
  As discussed, there is a pending refund of $23.00 currently being issued on your account, which will post to the payment method on file within the next 2-3 days. Refunds in the amount of $53.68 (issued on 7/30/2024) and $10.00 (issued on 8/5/2024) have already been processed, so I would advise checking with your payment method provider to confirm receipt of those refunds, as ****** requires refunds be accepted via the ***************** on your ****** control panel.
  The final refund of $96.00 is also being issued and will post to your payment method within 3-5 days. As we discussed, there is no option in our system available to expedite the refund process, but I will continue to monitor your account so I can confirm in reply once the refunds have been issued.
  If there is anything further we can assist you with in the interim, or further feedback you would like to provide, please do not hesitate to reply. Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  Sincerely,
  *********************
  Solutions Manager
  IONOS
  We appreciate your patience during this process, and I apologize for any delay in communication. If you have any further questions or concerns, please feel free to reach out to us, here within the Executive Solutions team at ******************************
  Sincerely,
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/30/2024

  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 moved my website , domain from i page to IONS on 2/6/24 for one year. Took basic service. Domain and website was successfully transferred. My website was running from February till this month(July). I was getting several calls from IONOS if I wanted to upgrade my contract. I was told on Jan25/24 I should get more services from IONOS , because I don't have running website.. I contacted IONOS I was told it's some issues with my files. I was told I will receive call later. Nothing happened . I called twice on 7/29 /24 . I was informed my files are encrypted and IONOS can not restore my website. MY website was done professionally 8 years ago and, I did not keep any files. I don't have my professional website currently running marltondentistry.net . I was not offer any solution . This site is ITT and should have back up . I did not transfer encrypted files. IONOS should cover my cost of building my new website , My contract is for free website for year.Looks like my website was destroyed because I did not get any additional services

  

  Business Response

  Date: 08/12/2024

  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 appreciate your patience, as we wanted to ensure a thorough investigation of the matter. 
  After carefully reviewing the situation, we regret to inform you that, despite our best efforts, our team was unable to recover the data in question. We fully understand how important your website and data are to you, and we're genuinely sorry that we couldn't retrieve it.
  We recognize that this outcome is disappointing, and we wish we could have delivered better news. We want to remind our valued customers that, as outlined in our *********************** Terms of Service, your data is considered your personal property and should be regularly backed up to your personal computer. While we strive to protect and maintain all data on our servers, we cannot guarantee backups.
  In light of the circumstances, we have taken steps to make things right. As a gesture of goodwill, we have reversed the invoice for your annual hosting contract. Additionally, we located a copy of your website on the Internet Archive's Wayback Machine, which you can access here: *********************************************************************************
  Were committed to supporting you through this, and wed love to help you explore options for rebuilding your site. If you're interested, please respond directly to the email sent to the email address on file for the account and we will be happy to assist you further.
  Thank you for your understanding, and we truly appreciate your continued trust in us. We're here to assist you in any way we can.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/28/2024

  Type:Customer Service 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.

  Hello BBB Team, Thank you for being here for us!My dispute is with IONOS. I have had domains with them since 2014 and had website hosting from 2014 till the beginning of 2018. Oftentimes they would add services to my account that I did not request in hopes I would not notice the charges, which resulted in me having to contact them to request cancelation of the service I did NOT sign up for and ask for a refund. Sadly one day finally worked.Unknowingly to me, they added a service called PHP7.2 Extended Support to my account. To be clear this is a service you can only have/add when you are hosting your website through them. I went through all my invoices and I found out I had that service active many years back when I had my website hosting with IONOS, back then they were called 1&1. However the PHP7.2 extended service was added to my account in March 2021 and resulted in total charges of $261.30 at $8.71/month. I have had a few different domains with them within the last few years therefore I also have been receiving a lot of marketing emails from them, so I never even noticed the charge until October of 2023 when I called and inquired about those charges. The first agent I talked to was baffled about how I even have this service on my account. So I got refunded only for the month of October 2024. I tried too escalate the issue and received nothing but snarky comments from agents, no help. I even escalated to a manager, which took some persistence and was refused any further investigation or resolution. I really wanted to let it go, but I truly feel this is a very deceiving, inappropriate, and shady way of conducting business and I am convinced other customers are suffering as well, some possibly without even knowing it. Yes, it was my part I did not go through all the emails and invoices at the time, but at the same time it is unacceptable to be charged for a service that could never even be rendered to me. I am attaching all invoices and emails.

  

  Business Response

  Date: 08/07/2024

  Dear ********************************** satisfaction is our top priority, and on behalf of IONOS, I sincerely apologize for any frustration or confusion regarding the *** Extended Support fees. We value our long-term customers and take these concerns very seriously.  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. 
  *** Extended Support is essential for maintaining the security and functionality of websites running on older *** versions. We notify customers well in advance of the service becoming billable, through emails and notifications within the control panel, to ensure transparency and ample time for adjustments.
  We apologize for any inconvenience caused by the *** 7.2 ************************ remaining active on your account after the hosting service downgrade. We have reversed the associated fees, and have taken steps to prevent such oversights in the future.
  Our company is committed to providing secure and efficient services for our customers' websites. We regret any distress this situation has caused and appreciate your understanding.
  Thank you for bringing this matter to our attention. Should you have further questions or need assistance, please contact us directly at ******************************.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 08/10/2024

  [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:
  

  Thank you so much for your prompt communication, taking action on my part and protecting my rights as a consumer! I am grateful and astonished by your professionalism and care! 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I also would like to confirm that the refund has been deposited into my account.
  
  Best regards and keep up the amazing work!
  
  Nika Geneva
  

  
  

• Initial Complaint

  Date:07/23/2024

  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.

  Complaint Summary:IONOS locked my work domain during a transfer, provided conflicting information, and is now demanding an unreasonable fee or extended waiting period to resolve the issue, severely disrupting my business.Detailed Complaint:I am writing to formally file a complaint against IONOS for their poor handling of my domain transfer, which has significantly impacted my business operations. Below is a detailed account of the issues I have encountered:1. Domain Transfer Issues: I transferred my work domain to IONOS. During this process, I encountered issues with their website accepting my payment method. While I was trying to find a solution, IONOS locked my domain, which is crucial for my business communications.2. Conflicting Information: I contacted IONOS support and was told that the domain would be unlocked. I was provided with an authorization code to transfer the domain to another registrar due to the difficulties I faced with IONOS. However, when I initiated the transfer, the new registrar informed me that the domain was still locked.3. Unreasonable Demands: After another call to IONOS support, I was told that although they released my domain, I would need to wait ***** days or pay an additional $90 to complete the transfer. This condition is unacceptable, especially since the initial complications were caused by IONOS.4. Business Impact: The lock on my domain has resulted in the loss of access to critical work emails, severely disrupting my business operations. The suggestion from IONOS that there is nothing they can do except charge me more money is unacceptable.Desired Resolution:I request that IONOS immediately unlock my domain without any additional charges or further delay. Additionally, I seek compensation for the disruption caused to my business and a formal written apology for the inconvenience and stress this situation has caused.

  

  Business Response

  Date: 07/29/2024

  Dear *************************, 
  Customer satisfaction is our top priority, and on behalf of IONOS,  Im very sorry to hear about the difficulties youve experienced with your domain transfer.  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 critical this matter is to your business, and Id like to address your concerns promptly.
  It appears there were complications with processing your payment, leading to the domain lock. We apologize for any confusion this may have caused. Please know that we have sent all notifications to the email address on file and tried to ensure you were kept informed throughout the process.
  I can confirm that the domain in question was successfully transferred to Namecheap on July 26, 2024. We understand that the initial lock on your domain was frustrating, and we are sorry for the inconvenience it caused.
  As a courtesy, we have cleared the balance on your account to alleviate any additional financial burden you might have encountered due to this issue. We strive to provide clear and accurate information, and I regret that there was conflicting information during your interactions with our support team.
  We recognize that the lock on your domain affected your business communications, and we deeply regret the disruption this has caused. We understand how critical it is to have reliable access to your domain and email services.
  We appreciate your feedback and are committed to improving our services. If there are any other issues or if you need further assistance, please do not hesitate to reach out directly at ******************************* We value your business and hope to serve you better in the future.
  Sincerely, 
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/22/2024

  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 was charged $173.00 by Ionos *** on 7/21/2024. I do have an account with ********************** but I canceled all of my contracts the week prior, I have also never been charged this amount by Ionos and my payment method on file with them is PayPal. This charge was charged directly to my bank card. When I contacted Ionos, Inc. they investigated my account on their end and found the transaction didn't exist on my stuff. The first agent I spoke to was attempting to transfer me to billing to escalate the issue. I was placed on hold and the call was then transferred to another agent. I spent over 40 minutes on the phone while one agent spoke to the other through a chat to get the details. After the ******************************************************************************** back on my cell phone to help resolve this with billing. I instead received an email 10 minutes later saying they tried to call multiple times but couldn't reach me, but to call billing directly as they had a note on my account and would escalate the issue. When I called the number provided I was met again with customer service. I spent 20 more minutes on the phone with an agent who went through the EXACT SAME STEPS the first two did, while on a chat with the first agent again. By the end of it this agent told me that they couldn't escalate it to billing, that they would have to follow through with tasks and that this would take ***** hours before any movement was made. This is unacceptable, 3 agents clearly saw that the transaction didn't exist on my Ionos account, but wouldn't escalate or investigate the transaction any further. This has led to me having to file a dispute with my bank which now freezes my account and my card while a new one is issued and the bank investigates the charge themselves.

  

  Business Response

  Date: 07/24/2024

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

  Thank you for contacting us.

  We have received your complaint via the Better Business Bureau.
  
  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. 
  
  While we aim to help the best we can, we are limited in the type of assistance we can provide as the email address you are using is not associated with the IONOS account in question. For security purposes we can only make changes on the account or provide account specific information when contacted by the designated email address on file for the account.  However, we were able to locate the account in question and our records indicate that we have recently addressed your concerns. We have sent a follow up email to the email address on file for the relevant account, at your earliest convenience please review and respond directly to it from the email associated with the account in question.
  
  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, 
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************
  

  
  

  Customer Answer

  Date: 07/25/2024

  [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. 
  

  ******** reached out to me directly between the time I had submitted this complaint and it was sent to the company. The response was rapid before a complaint was even received by ionos, and the resolution was extremely helpful. I would have retracted this complaint if BBB would have allowed it.

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

• Initial Complaint

  Date:07/19/2024

  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.

  20 years of shared hosting service terminated without warning.1 year of VPS service terminated without warning.They claimed my legal name was unacceptable and needed supporting documents (legal documents claiming my identity). I'm on vacation for 3 weeks and cannot provide those details until I return. They disabled all of my services, deleted 20 years of code, and did not provide a refund. I spent an hour and a half today on the phone with them just for them to tell me that there's nothing they can do. They AMERICAN customer service agent (first one I've talked to in 20 years) was very polite, understanding, and tried everything she could. She gave me suggestions for alternate hosting services and tried everything in her power to remove the locks that she also deemed unfair.First, my name is legal. I do not care what a random hosting company deems acceptable or not. Second, my bills were always paid and I never violated T&C. So why cancel customers accounts? This ********************** should not be allowed to conduct business in ********If no resolution is reached, I'll be filing a suit to reclaim $21,283.27; the exact same amount I've spent on this German-based company.

  

  Business Response

  Date: 07/24/2024

  Dear Turtle Verified,

  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry  for the distress and inconvenience you have experienced. We understand how critical your hosting services and data are to you, and we are sorry to hear about the issues youve faced. 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, as per our Terms and Conditions, it is required for all customers to maintain valid and up-to-date contact details. On 15.Jul.2024, our security team requested confirmation of the validity of your contact details or an update to the correct details, indicating that this was a time-sensitive request and that the information must be provided within 5 days to avoid termination. These guidelines are in place to ensure a secure environment for all our customers and to uphold our commitment to being a good partner in the online community.
  
  We appreciate your feedback regarding your interaction with our customer service team, and we are glad to hear that our representative provided polite and understanding support. While we strive to offer the best possible service, there are instances where adherence to our policies is necessary to protect the interests of all our customers.
  
  While we are unable to provide the resolution you are seeking, we hope this explanation clarifies our processes and policies. If there is anything further we can do to assist you or if you would like to discuss this matter in more detail, please do not hesitate to contact us here within the Executive Solutions team at ******************************.
  
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  

  
  

  Customer Answer

  Date: 07/28/2024

  [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: 22016772
  
  I am rejecting this response because:
  

  You claim I had 5 days to respond; yet, on the 5th day, I contacted you in regards to this matter as I was, and still am, on vacation without the information requested. My services were terminated without the opportunity to provide you with the information that you illegally require to run your business. Nothing was against your T&C and I won't even be able to fix what you've done until I'm home. Not only is this a great inconvenience, it's also costing me a LOT of money not having that VPS up. I'm expecting a refund in full or you can deal with my attorneys. I'll be including damages to my business in the suit.
  
  Regards,
  
  Turtle Verified
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/12/2024

  Dear Turtle Verified, 
  
  Our records indicate that we have recently addressed your concerns on August 9, 2024. While we aim to help the best we can, we are limited in the type of assistance we can provide for this type of request. I have copied our team's recent correspondence below: 

  Dear Turtle Verified (Customer ID **********,
  Thank you for contacting us.
  We have received an escalated case regarding the cancellation of your account due to a violation of our security policies. I am sorry for any difficulty this issue has caused.
  As I am sure you can appreciate, the security of our systems is our top priority, so from time to time it is necessary to request additional documentation to confirm the validity of the information provided to us. Our Security team reached out to request this documentation and since no response was received the account was eventually terminated.
  We can no longer provide the ** address which would have been associated with your account previously, however if you can provide the supporting documentation requested we can reach out to our Security team on your behalf to request the restrictions be removed, so a new account can be set-up. Without this documentation, however, it would not be possible to activate new services and we would have to advise you file a chargeback dispute with your payment method provider in order to receive a refund for charges issued on your account.
  I am sorry for any difficulty this issue has caused, but we would have to abide by our security protocols.If there is anything further we can address, or further feedback you would like to provide, please do not hesitate to reply. Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  Sincerely,
  *********************
  Solutions Manager
  IONOS

   

  Again, we apologize for the inconvenience caused and thank you for taking the time to share your feedback. 
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  
  

  Customer Answer

  Date: 08/12/2024

  [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: 22016772
  
  I am rejecting this response because:

   

  It doesn't satisfy the money they stole from me (for services I'm not getting) nor the business I lost by the sites being down.
  
  
  Regards,
  
  Turtle Verified
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:07/18/2024

  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.

  To Whom It May ******* I have been IONOS's customer since 2018 and everything was OKAY back then, BUT after 2020, IONOS became unbearable and started sending me random emails with overcharged invoices and when I called to complain about it, they said, they'll fix it BUT they never fix anything and they lock the server because the invoice wasn't paid. My contract says that I have 30-days to settle any invoice but IONOS is locking the server on the 15th of each month because IONOS sent me overcharged invoices and I called them to complain about it. So My question is How am I supposed to pay an overcharged invoice and I already called you, guys to fix it, and you, guys promised you'd fix the invoices but never fixed it.IONOS locked the server last month and sent me 2 random emails with overcharged invoices. I paid one invoice on the 24th valued at $306.95 USD. After the payment, I realized the server wasn't working. So I called the customer service and they said they would migrate the websites to a new server because the old server was damaged. It wasn't me who damaged the server. So they told me that the new server comes with $300 credit and I agreed to migrate to new server. I was surprised I was charged the administration fee in advance and I had already paid for it even before they migrated the websites (Please see the attached PayPal invoice to see the administration fee paid invoice). IONOS locked the server again on the 15th, I called the company on the 14th to discuss the pending overcharged invoice and I was waiting for the updated invoice but I was slapped with a locked server on the 15th. Today, I received another email with overcharged invoices. Server ($152.00) is overcharged because the new server came with $300 credit. There's no payment toward the new server.Server Administration $75.00 is already paid. Please see the attached PayPal invoice.

  Customer Answer

  Date: 07/19/2024

  To Whom It May Concern 

   

  IONOS just randomly billed me more $846.24 today. 
  
  Please find their email below. IONOS is billing me $846.24 in less than a month. My IONOS cloud server contract CAN NOT exceed ****** BUT IONOS is billing $846.24. I have a IONOS cloud server contract and it costs ****** per month but IONOS is billing me way more than we originally signed for. 
  
  
  Thanks for the help!  

   

  __________________________________________________________________________________________________________________________________

  Dear ************************ (Customer ID **********,
  
  Thank you for contacting us.
  
  I am sorry for any difficulty this issue may have caused you. We work constantly to provide the best possible service to our customers, so we greatly appreciate your feedback on this topic.
  
  To confirm, there have been no double-charges issued for active services on your account. The charges are based on the services that are active on Cloud Server Contract ********, but if there are line items you would like further clarified please advise in reply.
  
  From time to time it does become necessary to increase the rate for services we provide, in order to keep in line with the current state of technology and to provide services in keeping with that. Prior to any increase however, notifications are sent confirming the upcoming charges to allow time for the customer to make other arrangements for service if necessary, either to downgrade or migrate to another package type.
  
  Currently, the balance due for your account is $846.24, and due to previous declined payments we can only process a payment for the balance due either via a PayPal wire transfer link or standard wire transfer payment. If you would like to remit payment for the balance due at this time, please advise in reply and we can send the PayPal link, which would allow for a one-time payment using either a PayPal address, debit or credit card.
  
  If there is anything further we can assist you with, or further feedback you would like to provide, please do not hesitate to reply. Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Solutions Manager
  IONOS

  

  Business Response

  Date: 07/19/2024

  Dear ************************,
  Customer satisfaction is our top priority, and we sincerely apologize for the inconvenience and frustration you've experienced with our service. Your loyalty since 2018 means a lot to us, and we regret that recent experiences have 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 alarming it is to receive overcharged invoices and have your server locked prematurely. This is certainly not the standard we strive to maintain. We apologize for any confusion regarding the billing and for any disruption to your service.
  IONOS Invoices reflect the active services held within a contract. Invoice amounts may vary month to month based on the features held within the contract. Each invoice includes a detailed breakdown of costs, including the basic server fee and its billing period.
  Please note that the issue date and billing period of a server invoice can vary. These variations occur due to changes in the status of the server contract, such as account suspensions, payment issues, and the number of days in a month. To maintain consistency, we advise our customers to manage their accounts and ensure timely payment upon receiving an invoice.
  We have sent an email to the email address on file with a more detailed explanation of your concerns. At your earliest convenience please review and respond directly with any additional questions. We are here to help and provide clarity on your concerns. 
  Again, we apologize for the inconvenience and appreciate your feedback. 
  Sincerely,
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 07/20/2024

  $280.00 Plesk Server + DNS + Plesk (unlimited domains) + taxes = It would totally cost roughly $292.95 to $298.95 per month. 
  
  
  Dear, ***************************, I didn't sign up Or I didn't agree to the term of being billed twice because when I am billed twice, I pay the double of DNS, Plesk (unlimited domains), taxes, etc, etc, etc, This is what I am complaining about. I am NOT in any form frustrated, I am simply complaining about what I, ********************, and IONOS signed and agreed. I did read the terms of the contracts. We didn't agree to bill me twice because it clearly exceeded the amount that I should pay monthly and it clearly violated the terms of our agreements. When I signed the contract, the contract stated that I have 30-days to settle any pending invoices. I do remember that I used to call the customer service and ask for the deferred payment date if I didn't have the funds to make the payment and IONOS always treated me with that privilege. I sometimes settled my invoices between the 15th-25th and IONOS never ever locked the server Or sent me an invoice on the 15th, that's why I am surprised to be receiving invoices on the 15th and 30th of the month. 
  
  
  
  
  Dear, ***************************, my server was locked last month and I called the company and promptly made the payment on the 17th. The invoice settled was $306.95. After 2 days, I realized the websites were still offline and I called the company and they suggested migrating to a new server because the old server was damaged. It wasn't me who damaged the server. So the customer service representative told me that the new server comes with $300 credit. So we agreed to migrate to the new server. 
  
  
  
  
  Dear, ***************************, There were NOT any outstanding balances when we agreed to migrate to the new server. I even made the payment of the administration fee in advance, I was super surprised to be charged for administrative fee in advance (Please see the attached file) and I will forward to you all the conversations between me and the customer service representatives. Please click on the 3 dots at the end of the message so that you can see the original message from the IONOS customer service representative. 
  
  
  
  
  Dear, ***************************, there was an outstanding balance of $339.19 in my account at the beginning of this month because I was billed twice and I was charged the server that was supposed to come with $300 credit. So I have been calling the company and they promised me that they would fix the invoice BUT they didn't fix it. Instead of fixing the invoice, I was told to just go ahead and make the payment. I questioned why should I pay for the overcharged invoices. 
  
  
  On 13th, July, I called the customer service and I personally spoke with *******************************. She told me that I was being charged the server that it was supposed to come with $300 credit. So we agreed to cancel the new server and I updated the ** to the old server because the websites are still in the old server. We also agreed that she would cancel the invoice for the new server and update the invoice of the outstanding balance and then she would send me the PayPal link of $319.19. This is what I agreed with her and I was waiting for the updated invoice and the PayPal link. I was surprised the server was locked again the next day while I was waiting for the updated invoice and the PayPal link as agreed. 
  
  
  
  
  Dear, ***************************, Once again thanks so much for your collaboration in solving this issue in the best manner. 
  Dear, ***************************, I guarantee you that the administration fee was paid in advance (see the attached file) and we can Zoom and I will show you all the transactions on my business PayPal. 
  
  
  Dear, ***************************, I expected to be billed monthly and NOT twice per month with the double costs of DNS + Plesk (unlimited domains) + taxes.
  
  
  
  
  Dear, ***************************, I am conscious and proud of all the contracts that I have with IONOS, I take full responsibility for all the contracts and I carefully monitor them. I have 6 contracts with IONOS. I know I know How much I have to spend on each of them monthly because it's ME who manages and handles the finance of my company. 
  
  
  Dear, ***************************, I am NOT complaining about the services on my contracts. I am proud to own those contracts because I need them. What I am complaining about is billing me twice per month and locking the server when I am on my agreed timeframe to settle the outstanding balances. 
  
  
  
  
  
  
  Dear, ***************************, I will forward any email you need. I have all the pieces of evidence here. I will forward the emails that shows I already paid the administration fee, emails that say I didn't have any outstanding balances when we agreed to migrate to the new server, and the email that I, ********************, and ******** Cabardo agreed. Please review all those emails very carefully and you'll see why I am complaining. I am NOT frustrated. I am simply complaining and exercising my consumer rights as I, *************************;and IONOS agreed. 
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 08/07/2024

  IONOS is locking the server for no reasons at all. IONOS is billing me twice monthly and sending me overcharges invoices. So I called last week, made the payment and we agreed to defer other invoices to 13th of this August. I also have multiple credits on my account BUT ********************** is refusing to apply those credits. On 1st of August, IONOS locked the server and IONOS locked the server even today 5th after we both agreed that other invoices will be deferred to 13th. On top of that IONOS sent my invoices to collections when I made the payment and agreed to defer the other invoices. Please find the message that I have on my IONOS panel: Overdue balance has been forwarded to collections Unpaid Amount: $ ******* Reason: Our attempts to collect payment for the invoices marked below have been unsuccessful. As a result, the overdue balance has been passed to collections. Solution: Please contact the collection agency directly to resolve the unpaid balance: ************** Services LLC (Radius) ***************************************************************************************************** *************** Please note: We can no longer accept payment directly, as the amount has been passed to collections. After resolving the unpaid balance with the collections agency, please allow a few days for processing for your account to be unlocked. Please update your payment details to ensure that further invoices can also be billed. I have been IONOS's customer since 2018 and things were going well until the first quarter of this year. IONOS is billing me twice monthly, constantly locking the server when we already agreed the payments and I made the payments as well.
  
  Desired Outcome:
  Repair; Finish the job; Billing adjustment

  

  Business Response

  Date: 08/14/2024

  Dear ************************, 
  Thank you for reaching out and for being with us since 2018. We apologize for the inconvenience you've experienced.
  I would like to reiterate that invoices reflect active services and can vary monthly due to factors like contract features, account status, and billing periods. Timely payments help avoid any issues. Despite your payment and agreement to defer invoices until August 13th, our system automatically locks servers if payments aren't received by the due date or if payment methods aren't updated. This resulted in server locks on August 1st, 5th, and 13th, which we've promptly unlocked as we continue to work on a resolution.
  For additional clarity, your credits have been applied to the outstanding balance, but the invoices  minus the credit invoices remain open until full payment is made. Accounts are only forwarded to collections for balances overdue by more than 30 days for server contracts. Since the deferred payments weren't collected by the agreed date, the balance was automatically transferred to collections. Please note, this does not affect your credit history or get reported to credit bureaus.
  We're committed to resolving this and have reversed additional invoices as a goodwill gesture. Please reach out if you need further assistance.
  Sincerely, 
  ***************************
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:07/17/2024

  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.

  December 18th 2023 I started the process. Of canceling a dedicated server I had with Ionos. I did receive a email confirming the cancelation and instructions on how to proceed. December 31th 2023 I received a email confirmation that the contract will end on january 6th 2023 IF I DONT CHANGE MY MIND AND CONTACT IONOS TO KEEP THE CONTRACT. needles to say that I did not change my mind but need the contract to end. A screen shot of the mail confirming the cancelation is attached. I have all emails including the email headers to prove that they came from Ionos. Anyway, in march I discovered that I still get charged and contacted customers service. ***** responded This is odd. Clearly contract ******** was to cancel this past January, clearly it did not. Just to confirm, you do wish to cancel this contract, correct? Please be aware that all data on the server will be lost, as well as domains on the contract. Again confirming in writing that the contract was successfully canceled. I replied that YES I want to cancel. Since then pretty every month I am in contact with customer service and and all I get is We cant find your cancelation and are you sure you want to cancel? You will lose all dataBy now, Ionos without my ok took over 200 dollar from my credit card. Not sure what else to do to get Ionos to honor the successful cancellation as they confirmed in December 2023 and refund my money perhaps along with some kind of. Reimbursement for the wasted time. The screenshots of the mails confirming the cancelation are attached. The original in my possession. Not sure why Ionos insists claiming that they cant find the cancellation after they confirmed it twice in writing.

  

  Business Response

  Date: 07/19/2024

  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're truly sorry for the inconvenience you've encountered when attempting to cancel your service. Your experience doesn't meet the standards we strive to uphold, and we understand the frustration this situation has caused. We sincerely apologize for the delay in actioning your cancellation request. 
  Please rest assured that we value your business and are committed to resolving this matter promptly. Thank you for providing supporting documentation regarding the cancellation. Upon thorough review of our records, we received your cancellation request for the contract:******** (Dedicated Server XL6) on 12/18/2023. For security reasons, we required confirmation of the cancellation via telephone.  
  We understand It is concerning that despite these confirmations, you continued to be charged and had to repeatedly contact customer service. We apologize for the repeated inconvenience and for the continued billing. At this time we have set a cancellation for the contract: ******** (Dedicated Server XL6) and we have reversed all charges since January. The associated cancellation confirmation notifications have been sent to the email address on file for the account. 
  We deeply regret the oversight and the repeated inconvenience caused to you. We are committed to providing a stellar customer experience and ensuring such issues do not occur in the future.
  Thank you for your patience and understanding.
  
  Sincerely,
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  
  
  

  Customer Answer

  Date: 07/23/2024

  Thank you BBB for helping to get this resolved in a timely manner. 
  IONOS responded very quickly and the matter is resolved. IONOS has a resolution center that is not published on their website that took care. 
  perhaps if a customer has issues they should insist in getting the executive resolution center involved to get timely help, not sure why customer service wouldnt escalate this anyway. 
  

  again, thanks to the resolution center staff at IONOS and BBB for the help. 
  

  ******. 
  
  
  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:07/11/2024

  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 received an invoice iao $144.00 this month from Ionos that when I went to my account was missing from Invoices. They advised that there was another account this was tied to (*********). I stated that I had cancelled this more than two years ago. I requested they go through their records/calls to find this information which they could not do. I cancelled the account and they refunded me the $144 charge that had just been billed but would not resolve the prior years. When I went into my account today I saw that I had back in 2020 move this contract under my existing account ********** but they did not cancel the other contract and continued to bill me for duplicate service. I am in the process of cancelling everything with Ionos after volumes of fees and bills that don't make sense I realize that this is not the only case of issues like this happening. I had to transfer my contract due to their update for exchange (email) and they have two contracts open for the same thing billing on both. Also I attempted to cancel a contract for a service that they stated could not be cancelled because it was a promotion pricing and I would need to continue to pay month over month even without service - this was never advised to me that it was not something I could cancel down the road when he signed me up for this service. This company is sneaky, and the website is not clear - I cannot find the details of the contracts - I wish I had never used IONOS - I have had services with them for 18 years and now (who knows what other charges have been placed that don't make sense, because when I call and ask about them I always get the answer they think I want to hear and details are not clear, I have to take their word) Now today they want to give me discounts and promos to stay - Too Late!

  

  Business Response

  Date: 07/18/2024

  Dear *********************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any inconvenience and frustration caused. It was a pleasure speaking with you, and I appreciate your openness in discussing the issues. 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 have thoroughly reviewed your complaint and are pleased that we were able to address all your concerns. We have provided clarity regarding your accounts and have explained our company processes and policies to ensure transparency.
  
  For your records, we have sent a detailed email to the address on file outlining our findings and the actions we have taken to resolve the issues discussed.
  
  Your feedback is invaluable to us, as it helps us identify areas where we can improve our services. We are committed to enhancing our processes to provide a more user-friendly experience for all our customers.
  
  Once again, we apologize for any inconvenience caused. Should you have any additional questions or require further assistance, please do not hesitate to contact us at ******************************* or reply directly to our email.
  
  Thank you for your patience and understanding.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************