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:05/27/2024

  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.

  I have called the business twice to cancel their inferior email service but I'm still being billed. I will file a claim with GA Attorney General and FCPB if they do not stop billing me. Their email service app is too difficult to use and is not worth any amount of money.

  

  Business Response

  Date: 06/10/2024

  Dear *********************, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our email service did not meet your expectations and that you had difficulty canceling your subscription. Thank you for taking the time to provide your feedback. Direct feedback from our customers is invaluable as it helps us identify and address areas that need improvement. We take your feedback seriously and are committed to resolving this issue promptly.
  We take your concerns seriously and are committed to resolving this issue promptly. We have sent an email to the address on file to assist you immediately in canceling your service and addressing any billing concerns. We will ensure that your request is handled swiftly to prevent any further charges.
  Thank you for bringing this to our attention, and we appreciate your patience as we work to resolve this matter.
  Sincerely, 
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/26/2024

  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.

  Company will not allow for cancellation of subscription product.

  

  Business Response

  Date: 06/10/2024

  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 apologize for any frustration this situation has caused. We understand how important flexibility is, and we're here to help.  In accordance with our Terms and Conditions, you will receive notice between 30 and 60 days prior to the end of each term of your Extended Term Package. This notice will alert you that your term is about to renew and provide instructions on how to cancel if you do not wish to renew. These notices will be provided via your Customer Control Panel in the Message Board.
  
  Please note that all service fees for the Extended Term Packages are non-refundable and payable upfront in advance for the entire term. Should you choose to terminate your Extended Term Package prior to the end of its term, you will not be entitled to a refund. The terms were provided at the time of the order and included in the confirmation email once the service was activated.
  
  Your contract is set to terminate on June 19, 2024. However, we have sent an email to the address on file to assist you further. Please review and respond directly to that email to address your cancellation request.
  
  Thank you for your understanding and patience. We're committed to resolving this for you as smoothly as possible.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  Dear IONOS Support,I am writing to address several urgent issues regarding my account and services with IONOS. The details are as follows:1. Immediate Activation of Email: I need the email address ********************************* activated immediately. I am not receiving important emails, and this disruption is unacceptable. Please prioritize this request and confirm activation as soon as possible.2. Cancellation of *** Services: I am requesting the immediate cancellation of all web services associated with my account, including "SSL Unlimited" and any other related services. I do not have any functional websites hosted by IONOS, and these services are unnecessary. Specifically, this includes the services under the following invoices: - Invoice ************: 1&1 My***site Personal - Invoice ************: Additional Virus Scanner - Invoice ************: IONOS *** Hosting Premium - Invoice ************: *** Hosting Premium and SSL Starter 3. Retention of Domains: I wish to retain my domains solely for email purposes. If my requests for cancellation cannot be processed promptly, I will proceed with transferring my domains to another provider.4. Public Complaint: I am highly dissatisfied with the service and support received. If my requests are not handled immediately and satisfactorily, I will be filing a formal complaint and making my experience public. This includes sharing my grievances on consumer review platforms and social media.I expect prompt action on these matters. Failure to address these requests will leave me no choice but to escalate the issue further.Sincerely,********************* Black Wolf Cyber Engineering **************************************************************************************************************** Customer ID: ******* Contract IDs: ********, ******* Contact Number: ************ ---Please confirm receipt of this email and provide an update on the activation of the email address and the cancellation of the web services at your earliest convenience.

  

  Business Response

  Date: 05/28/2024

  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.
  
  My team has made attempts to contact you via telephone and has left messages; we are sorry to have missed you.
  
  We are pleased to inform you that prior to receiving your complaint, your email was activated and that all invoices listed in your complaint have already been reversed, and we kindly ask for your patience as it may take up to 48 hours for the balance to update within our account. 
  
  Regarding the cancellation of web services while retaining domain names, we'll need to set up a mail contract. This process involves backing up your existing email and transferring the domains to the new contract. Once completed, we can proceed with canceling the unnecessary web hosting and web builder contracts. We want to emphasize that in canceling your web builder and hosting services, all data, web files, and emails will be deleted and unrecoverable. Please be sure to back up any wanted data prior to cancellation.
  
  We have sent an email to the email address on file with the next steps in addressing the remainder of your concerns. At your earliest convenience, please review and respond directly and we will be happy to assist you further. Alternatively,  please don't hesitate to contact us directly at ******************************.
  
  Thank you for your understanding and cooperation as we work to address your concerns and improve your experience with us.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/30/2024

  [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: 21749706
  
  I am rejecting this response because:
  

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

  Thank you for the credits to my account I do have reasonable requests which are stated below.  
  

  Thank you for your response. I appreciate the efforts made by your team to address my concerns. However, I need further clarification and actions on specific issues. 
  
  1. Transfer to ******************* I want to transfer my domains to an email-only service without interrupting my current email service. Please ensure this transfer process is seamless and does not affect my email access.
  
  2. Unlocking Domains: I need my domains unlocked and transferred in a reasonable amount of time. It is crucial for my domains to be unlocked promptly to facilitate this transfer. 
  
  3. Data Preservation: It is critical that during the transition, my email service continues uninterrupted and no content is deleted. I understand that you mentioned data deletion during service cancellation. To prevent any data loss, please ensure all necessary backups and transfers are completed before proceeding.
  
  Please provide a clear timeline and instructions on how these steps will be executed. I expect a swift resolution to these issues to avoid any further inconvenience. We can discuss details in a reasonable manner, not your customer service. 
  
  Thank you for your prompt attention to these matters.
  
  Regards,
  *****************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/26/2024

  Dear *********************************,
  
  Thank you for your continued patience and for outlining your specific requests. We appreciate the opportunity to address your concerns in detail.
  
  We have attempted to reach you through the email address on file, the phone number listed in the review, and the contact information associated with your account but have not received a response. We want to ensure that your issues are resolved promptly and satisfactorily.
  
  Here are the steps we will take to ensure your needs are met:
  
  Transfer to ******************* We will facilitate the downgrade of your web hosting service to an email-only service without interrupting your current email access. Our team will handle this process carefully to ensure a seamless transition.
  
  Unlocking Domains: We understand the urgency of unlocking your domains and will prioritize this request. However, can you confirm where the domains are to be transferred? As transferring domains and downgrading a service are two separate actions. The transfer of a domain to an alternate registrar will result in downtime. Can you specify this request?
  
  Data Preservation: If you are downgrading to an email service only, the emails will remain intact during this process. No data will be lost. Please advise the amount of email addresses you wish to retain and we will provide the associated costs.
  
  We have emailed the email address on file for the account. Please review and respond directly. Without acknowledgement through email or phone we are unable to process your request. Your satisfaction is our priority, and we aim to resolve these issues swiftly and efficiently.
  
  Thank you for your prompt attention to these matters.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/08/2024

  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.

  I've encountered multiple issues with this company, which I'll detail one by one. Firstly, they charged over $400 for just three months of "non-payment," which inexplicably included nine monthly fees that far exceeded the original $63 monthly payment. Despite numerous calls, no one could clarify these charges, leading me to suspect possible dishonesty. Secondly, after noticing these excessive charges, I requested the cancellation of several unnecessary services and websitesservices I had unsuccessfully attempted to cancel for months. I agreed to continue with only two websites, under two separate contracts, and was charged approximately $80 in total, which, I was assured in April, settled all dues for those sites. However, a month later, my website was suspended, and I was informed I owed an additional $103 from February to reactivate it, a discrepancy that was never mentioned in April. Clearly, there are inconsistencies in their billing, so I urge cautionthis company seems to employ deceitful tactics to extract substantial amounts from its clients.

  

  Business Response

  Date: 05/28/2024

  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. Please allow us to address each concern you've raised:
  
  We understand your frustration regarding the unexpected charges and the reactivation fees for your website on your account. We are committed to providing transparent billing practices, and It is our standard practice to communicate any outstanding balances or fees to our customers clearly. We understand that the discrepancy in the charges from February was not mentioned during your interaction in April, and we apologize for any oversight on our part. We have sent an email to the email address on file with additional information and appropriate resolutions.
  
  We apologize for any difficulties you encountered in canceling unnecessary services and websites. Customer satisfaction is our top priority, and we regret that your requests were not processed in a timely manner. Please note, cancellations can be processed within the control panel or by contacting  our cancellations team via phone or email. For directions on how to process a cancellation please visit: ****************************************************************************************************************
  
  We take your feedback seriously, we are committed to resolving these issues to your satisfaction. Our team has tried contacting you using the telephone number on file and have left a message. We are sorry to have missed you.  
  
  Thank you for bringing these matters to our attention, and we appreciate your patience as we work to address them. Please take a moment to review your email and respond or please don't hesitate to contact us directly at ******************************.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:05/07/2024

  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.

  Two months ago I logged into my account with them and cancelled my subscription. They told me I would have to speak with them on the phone to cancel. I explained in email I do not have time to sit on hold to cancel my agreement with them. I made it abundantly clear that I did not want the service when it was up for renewal for another year. They attempted to charge my payment method anyways completely disregarding my cancelling of their service.

  

  Business Response

  Date: 05/27/2024

  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. Our intention is to ensure a smooth cancellation process for our customers, and it seems there was a miscommunication or oversight in handling your request.
  We understand your desire to cancel your account promptly and without unnecessary hurdles. Upon reviewing your case, it appears that additional confirmation was deemed necessary due to data loss concerns. However, we acknowledge that our communication about this requirement may not have been clear or timely.
  I can assure you that your feedback has been noted, and we will take steps to improve our cancellation procedures to prevent similar situations in the future. In the meantime, I will personally ensure that your cancellation request is processed promptly as of March 17, 2024, as per your initial request. Please review the email we've sent to the address on file for further instructions and confirmation.
  Once again, I apologize for any inconvenience caused, and please do not hesitate to reach out to us here within the Executive Solutions team at ******************************.
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

• Initial Complaint

  Date:05/06/2024

  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 canceled my account on April 2nd of 2024 and they refuse to close it unless I jump thought hoops and be talked about of canceling it. So I cut off payment to them and not they are bothering me with phone calls after I had canceled online with them and have an email saying it. But they then want you to call in to be talked out of it and hounded by sales people. I would again like the account canceled on the 2nd of April and then left alone from them. They were awful to work with and I regret not seeing just how bad they are from reviews alone. I was current on my bill till I canceled it.

  

  Business Response

  Date: 05/27/2024

  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. Our intention is to ensure a smooth cancellation process for our customers, and it seems there was a miscommunication or oversight in handling your request.
  We understand your desire to cancel your account promptly and without unnecessary hurdles. Upon reviewing your case, it appears that additional confirmation was deemed necessary due to data loss concerns. However, we acknowledge that our communication about this requirement may not have been clear or timely.
  I can assure you that your feedback has been noted, and we will take steps to improve our cancellation procedures to prevent similar situations in the future. In the meantime, I have personally ensured that your cancellation request is processed promptly as of April 2nd, 2024, as per your initial request. Please review the email we've sent to the address on file for further instructions and confirmation.
  Once again, I apologize for any inconvenience caused, and please do not hesitate to reach out to us here within the Executive Solutions team at ******************************
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

• Initial Complaint

  Date:04/19/2024

  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.

  The company does not have a phone number only email. And I have requested a refund. No response.

  

  Business Response

  Date: 04/23/2024

  Dear ***************************, 

  Customer satisfaction is our top priority, and on behalf of **********************, 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.

  I want to express my gratitude for taking the time to speak with me. It was a pleasure discussing your concerns, and I truly appreciate the opportunity to address them. At **********************, we are committed to constantly enhancing the customer experience. I am delighted that, upon reviewing your account, we have identified potential solutions with the assistance of our support team and a potential domain name change.

  We understand your frustration regarding the lack of a phone number for direct communication. As mentioned, you can find our contact information at ionos.com and within your control panel at the top right-hand corner where the help & contact question icon is located. For reference, the team that handles our ********** services can be reached at ************ and our main line is ************. 

  It has come to our attention that our support teammate responded to your request on April 19, 2024, and included our phone number in their email. If you were not in receipt of this email we ask that you mark ********************** email addresses as safe senders to help ensure email delivery to your inbox. 

  Lastly, we have assigned a Personal consultant to the account and set up a callback as requested. More information has been sent to the email address on file. When you have a moment please review and feel free to reach out to us at any time. We are here to help. 

  Thank you again for your feedback and taking the time to discuss your concerns. 

  Sincerely,

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

  
  

  Customer Answer

  Date: 05/04/2024

  The company gave me a refund 

• Initial Complaint

  Date:04/12/2024

  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.

  In early February I tried to cancel my internet domain subscription with IOSOS. They failed to cancel it for some reason and I even cancelled my Paypal automatic payment capability to them. They have sent this to collection for $115.95. This is in error and they are not helping to get this resolved. This is an example of automatic renew scams

  

  Business Response

  Date: 04/19/2024

  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. 
  
  According to our records, it appears that your concerns were addressed prior to the submission of your complaint. We can confirm that the account in question has been terminated, and the outstanding balance has been withdrawn and cleared from collections.
  
  Regarding the automatic renewal of your domain name subscription, please note that our terms and conditions stipulate that unless terminated, the domain name shall automatically renew for an additional term at the end of each term. Additionally, by agreeing to our terms and conditions at the time of your order, you authorized IONOS to debit your Payment Account for the renewal fee associated with such renewal term and any related fees or charges.
  
  Since we did not receive a request to terminate the service prior to the renewal date, the contract renewed as per our terms and conditions as agreed upon at the time of the order. 
  
  Again, we apologize for any inconvenience this may have caused, and we appreciate your understanding of our policies in this matter. If you have any further questions or concerns, please don't hesitate to contact us here within the Executive Solutions Team at ******************************.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  Web errors Email errors Site not accepting my password No code included in email to reset passcode Staff gaslights Auto emails offer fake participation

  

  Business Response

  Date: 04/22/2024

  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. 
  Thank you for taking a moment to speak with us today. Based on the feedback provided we have actively investigated the web and email errors you've encountered, as well as the issues with password reset emails as it's our priority to ensure smooth functionality across all aspects of our platform. Our backend administrators have identified the root cause and implemented a solution. We assure you that your concerns have been resolved, and moving forward, these issues will not persist.
  Regarding your concerns about staff behavior, we're committed to fostering a supportive and respectful environment. We'll address this internally to ensure all interactions uphold our standards of professionalism and accountability. Furthermore, if you've received automated emails that don't align with our genuine offers, we'll review our automated messaging system to ensure accuracy and relevance.
  Furthermore, we have sent an email to the address on file with further details regarding your concerns. Kindly take a moment to review and respond directly, and we will gladly provide further assistance.
  Once again, I apologize for any inconvenience caused, and thank you for your feedback. 
  Sincerely,
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  **************************************
  
  

• Initial Complaint

  Date:04/11/2024

  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.

  This company has provided terrible customer service on Nemours occasions. They never resolve any problems, and they always blame someone else/other software for their issues. We have been an email host customer with ***** for over 20 years. On 4/10 my emails abruptly stopped coming. at 9am I called into 1and1 to get some help. Immediately I was told to contact my email host company, which is 1and1. Then after spending 2 hours on the phone with 3 different representatives, I was told I had to wait 24 to 48 hrs for resolution. I tried to explain the urgency that none of the 30 employees/colleagues can do their job because of this issue which made no difference. I called around 330pm to get an update and told them I wanted an update before the end of the day, to which they EMAILED me an update (when my issue is not receiving emails!!) Every time I called in I had to argue with a new person to get to a supervisor to actually get someone to do something. Finally, this morning I was told they will not troubleshoot this matter on their end unless I provide logs and proof from my SPAM filtering company that this is not their issue. They explored every single avenue to exonerate themselves but refuse to look at their own system as the problem. In all honesty I would cancel this service if I could, but we have so much vested with them it would be so much more work to change and significantly more expensive to go to ********* servers. All I want is for them to actually troubleshoot these issues and own up to their problems, I don't want any credit (we will pay in full for our services) and I don't want an apology I just want them to do the right thing.

  

  Business Response

  Date: 04/17/2024

  Dear *******************************,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, it's disheartening to hear about the challenges you've faced, especially considering your long-standing partnership with us. 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 the urgency of resolving your email issues promptly. We regret any miscommunication or delays you encountered during your interactions with our support team. As we are committed to resolving this matter thoroughly and ensuring that your email services are restored to full functionality, additional time to troubleshoot and additional documentation may be required. We can assure you in cases such as this that our support teams will diligently investigate the root cause of the problem, including examining our own systems, to provide a comprehensive resolution. Your feedback regarding the troubleshooting process is invaluable, and we will work to streamline our procedures to better serve you and our other valued customers in the future.
  
  Rest assured, we've sent additional details to the email associated with your account, as part of our commitment to addressing your concerns. When you have a moment please review the email and respond directly and we will be happy to assist you further. Alternatively, please don't hesitate to reach out to us here within the Executive Solutions Team at ****************************** . 
  
  Thank you for bringing this matter to our attention, and we look forward to restoring your trust in our services.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  **************************************