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:07/09/2024

  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 used this Service and my transition finality when i stop using their free trial was ontime and absolute, i canceled more then once through there web interface(i Have the emails), long before i had a so called; Radius Global Solutions LLC ******************************************************* Toll Free: ************** *********** trying to collect a debt that is not valid, i have the attempted the Cancelation, but they keep asking me to call, I cannot call, I have personal Reasons, canceling over the web should be enough, remove this debt claim, thank you

  

  Business Response

  Date: 07/15/2024

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

  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our cancellation process 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 have thoroughly reviewed your account and the details you provided regarding the cancellation of your services in April 2024.
  
  Upon investigation, it appears that while you initiated the cancellation process through our online portal, additional action was required on our end to confirm and finalize the cancellation request. Unfortunately, this step was not completed, resulting in the contracts remaining active and continued billing.
  
  To address this issue, we have taken the following steps:
  
  1. Cancellation Confirmation: We have now processed the cancellation of your requested services, with an immediate effect. We apologize for any confusion or delay in this process.
  
  2. Refund of *******: In light of the continued billing since April 2024, we have initiated refunds for the associated invoices.
  
  3. Data Deletion Request: We have also noted your request to delete any data associated with your account. Please be aware that all data has been permanently deleted and is irrevocably lost in accordance with our data retention policies.
  
  We sincerely apologize for any inconvenience or frustration caused during this process. Your feedback is invaluable to us, and we are committed to improving our services based on your experience.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ****************************** or reply directly to our email sent to the email address on file for the account.
  
  Thank you for your understanding and patience in this matter.
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 07/17/2024

  [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. 
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:07/05/2024

  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.

  A hosting/domain provider whose services I was using for specific things that were billed annually ("basic" Hosting for my business website and a domain for it), started charging my card on a monthly basis and taking what accumulated to be an insane amount of funds without my consent over the period of a few years. I wasn't checking my account every month religiously and I didn't pay extra attention to the charges from them due to the falsely assumed premise that they are a respectable business. I checked my invoice from them at first but then I didn't later. The charges were for services I never agreed to receive and they're admitting that in the correspondence. I have the records of it all. I have since gone through the entirety of the invoices and I'm ashamed to say this happened under my nose. I know it's my fault that I was trusting and didn't realize sooner, however I don't think that justifies and they should get away with such fraud. Their response to me asking to refund it at the time was - they won't, because they've allegedly sent an email to notify about the charge, which according to them makes it ok. I checked the law and it does not. Silence doesn't mean agreement, I've not seen those emails (they spam lots) and it seems like even their responses are methodological. I don't believe I'm the only or first one they've done this to.Based on their logic if I give my credit card to a vendor to purchase a bagel - they can email me saying they're going to use my card details to charge me for a vacation in **** if I don't take action (which sounds like extortion), and then proceed to do so without explicit permission. Unfortunately my extensive correspondence with them didn't lead anywhere, apart from a very small amount that they agreed to return and doesn't cover 1/10th of it. They also stopped providing what I had paid for and was actually using once they couldn't charge for the bogus things (stopped my card), even though It was pre-paid for a full year.

  

  Business Response

  Date: 07/16/2024

  Dear ***********************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I sincerely apologize for any frustration or confusion regarding the *** Extended Support fees. 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. 
  
  *** Extended Support is a critical service we offer to ensure the continued security and functionality of websites running on older versions of ***. Without this support, your website could become vulnerable to security threats, compatibility issues, and performance degradation, which could potentially disrupt your business operations and customer experience.
  
  We understand the importance of transparency and communication with our customers. To this end, we provide several notifications well in advance of the service becoming billable. These notifications are sent to both the email address on file and the notification center within the control panel. This dual notification approach is designed to ensure that our customers are fully informed and have ample time to manage their accounts and make any necessary adjustments.
  
  Our company deeply cares about our customers and their websites. We are committed to providing a seamless and proactive service that maintains the highest level of security and performance for your website. Our goal is to help you avoid any potential issues that could harm your business, ensuring that your online presence remains robust and secure.
  
  We regret any inconvenience this may have caused and apologize for any distress this situation has brought you. We are committed to continuously improving our communication and customer service to prevent similar issues in the future.
  
  Thank you once again for bringing this matter to our attention and we appreciate your understanding.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:07/01/2024

  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.

  Upon 06/25/2024 I bought services from them. They took the amount off my card. 3 days later I'm meet with a notice claiming I didn't pay them and now have an outstanding balance. I've yet to be refunded so I know they got their money. Now your telling me my account is subjected to being locked due to non payment? I don't know what kind of scam yall are running but I'm not falling for it.

  Customer Answer

  Date: 07/08/2024

  This issue has been resolved no further response needed

  

  Business Response

  Date: 07/09/2024

  Dear *******************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the inconvenience and frustration you've experienced regarding your recent service purchase. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 
  
  Upon reviewing your case, we have found that your concerns were resolved prior to us receiving your complaint. We acknowledge that there was an initial issue with the payment authorization and subsequent declined transaction upon order. However, we're pleased to confirm that once an alternative payment method was placed on the account, the payment was processed successfully. As a result, there is no outstanding balance due, and your services are active and available for use. 
  
  We understand your concerns and assure you that there is no deceptive practice involved. We apologize for any confusion this may have caused and appreciate your patience.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us at ******************************* Thank you for bringing this to our attention.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:06/29/2024

  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.

  Unauthorized charges after calling to cancel. 04/23/2024 charged $1 04/24/2024 charged $22 05/22/2024 charged $1 05/24/2024 charged $22 06/23/2024 charged $1 06/24/2024 charged $22

  

  Business Response

  Date: 07/08/2024

  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 have reviewed our records and found that a cancellation inquiry was received in May 2024. Our support team attempted to assist, however, the team responsible for handling your request was unavailable. .
  
  Our support teammate provided you with the necessary phone number and also noted your request for a callback in the Control Panel. Unfortunately, contact was not made and the cancellation was not processed as intended, and as a result, the services remained active, available for use, and continued to invoice.
  
  To resolve this matter, we are prepared to clear the balance on your account from May 2024 onwards and proceed with the cancellation of your account upon your confirmation. Please note that by confirming the cancellation, you acknowledge that all associated data, including domains, emails, web files, and any other related content, will be permanently deleted and will not be recoverable.
  
  We have sent an email to the email address on file to proceed with your cancellation request. At your earliest convenience, please review and respond directly to that email, and we will be happy to process your request.
  
  Please be aware that if no action is taken, the contracts will remain active and continue to invoice as we must have explicit permission to terminate the service with the acknowledgment of data loss.
  
  Thank you for your understanding and patience in this matter.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:06/29/2024

  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.

  On 06/29/2024 I conducted a domain name search on the IONOS website. The domain in question is: houseofpeers.org. The site initially indicated that the domain name was available for $3 for the first year and $20/yr thereafter. See Exhibit A attached hereto. I entered my debit card information to obtain the domain name and the company held my payment as pending, although I had sufficient funds. While trying to locate the payment issue on the website (as to why my payment was pending as opposed to making a complete purchase) I found that the company (IONOS) had changed the cost of the domain name to $3 only for the first year with no option for me to keep the domain name at $20/yr. thereafter. See Exhibit B herewith. I took the liberty of taking a screenshot on both occasions. This appears to be a classic case of bait and switch. I am requesting that IONOS honor its original offer, shown in Exhibit A, which prompted me to pay for the domain name in the beginning. Thank you.

  

  Business Response

  Date: 07/09/2024

  Dear *********************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any confusion or inconvenience you have experienced regarding your recent domain name purchase. 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 Introductory Offer is designed to provide new customers with a special rate, and it is limited to one purchase per customer, as indicated by the information bubble throughout the order process. We want to assure you that we do not engage in bait-and-switch practices.

  
  Regarding the issue with your payment, it appears that there was a misunderstanding about the offer details. The initial offer of $3 for the first year and $20/year thereafter is indeed our standard introductory rate for new customers. If your payment was held as pending, it could be due to various reasons such as payment processing delays or verification issues.

  
  We apologize for any confusion this may have caused and appreciate your patience. Our goal is to provide transparent and straightforward promotions to our customers. We hope this explanation helps clarify our promotional terms.
  If you have any further questions or need additional assistance, please do not hesitate to contact us at ******************************.

  
  Thank you for bringing this to our attention.

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

  
  

• Initial Complaint

  Date:06/27/2024

  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.

  IONOS is always a nightmare: several issues I have encountered with the release of my domain, afrobeatseast.com.Domain Expiration: My domain expired on May 24, 2024, due to an oversight in updating my credit card information on file.Initial Contact and Outstanding Balance: On June 7, 2024, I contacted IONOS to renew the domain but was informed that I could not renew it due to an outstanding balance from a disputed hosting charge that was switched from monthly to yearly without my consent.Domain Holding Period: I was advised the domain would be held for 30 days and that I could wait for it to expire and then attempt to repurchase it on the open market.Inconsistent Information on Redemption Fees: On June 27, 2024, an IONOS representative informed me that I could renew the domain for $90 plus the regular domain cost, claiming this fee was set by ICANN. Or wait another 45 days for the domain to be released. A total for 50 days beyond ICANNs policy for resellers. Per ICANNs policy, the domain is overdue for release.Poor **************** and Verification Issues: During interactions, I received conflicting information and unprofessional behavior from representatives. A one-time pin for account verification was not sent, and the information was provided without proper verification.Lack of Renewal Notifications: According to ICANNs policies, registrars must send renewal reminders, but I never received any at my registered email address, ************************ (Account **********, contributing to the oversight.I request that IONOS release my domain as per ICANN regulations without further delay or additional fees. I seek the BBB's assistance in ensuring transparency and accuracy of fees, addressing inconsistent customer service, confirming the legitimacy of the $90 fee, investigating the lack of renewal notifications, and releasing my domain afrobeatseast.com as per ICANN regulations.

  

  Business Response

  Date: 07/16/2024

  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 the opportunity to address this matter.
  
  Upon reviewing your account, we found that the WordPress Business hosting service was ordered in May 2022. In which, the order confirmation sent to the email address on file for the account details the contract term for 12 months at a promotional rate and provides the renewal rate thereafter, noting the contract renews automatically and is billed 12 months in advance.
  
  The contract was up for renewal (along with the domains afrobeatseast.com and afrobeatswest.com)  and invoiced on May 24, 2023. Unfortunately, payment was not received, and as a result, the contract was sent to collections on or around July 10, 2023. Subsequently, the contract terminated in January 2024. 
  
  Please note that several domain renewal notifications were sent to the notification center of your control panel, and all notifications regarding the status of your contract, including invoices and ******* letters, were sent to both the notification center and the email address on file for your account. Including the final Payment Reminder notice sent June 2023 advising that due to the lack of response, the domains afrobeatseast.com and afrobeatswest.com were set for cancellation on June 29, 2023 if no action was taken at least 3 days prior to this date.  Since no response was received, the cancelation completed on June 29th and the domain set to expire on May 24th, 2024.  At this point afrobeatseast.com entered the Redemption Period as was mentioned by our teammates during your contact on June 7th and June 27th.
  
  The Redemption Period occurs approximately 30 days after a domain has reached its expiration date. During the 30 days after the expiration date, IONOS locks the domain for our customers protection, to prevent unauthorized transfers, and allows the registrant the ability to restore the domain, before the domain is released to the public.  Please note that the Redemption fee is not a penalty, rather it is a charge that accounts for the out-of-pocket expenses it costs Ionos to recover domains from the respective domain registry. Due to this cost, the customer must first agree to this fee before reactivation is processed. As this was not an issue that was caused by Ionos, but rather a result of nonpayment, we would not be able to cover this fee on your behalf. At this time, restoring the domain from the redemption ****** would cost the $90 redemption fee along with the standard registration fee. As of now, the domain afrobeatseast.com is in the redemption grace ****** and can be restored until August 5, 2024. 
  
  We also want to inform you that payment for your account, including other services, has not been received since June 14, 2023. The outstanding balance needs to be settled prior to initiating any new service including regaining access to the domain. We have sent an email to the email address on file with account specific information and the next steps in regaining access to your domain. Please review at your earliest convenience and respond directly.
  
  Again, we apologize for any inconvenience this may have caused and hope this explanation helps clarify the situation. 
  
  Thank you for your understanding and we look forward to resolving your concerns.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:06/26/2024

  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.

  I signed up for web hosting services this year. During a phone call with IONOS ***************** I was given the email for security to contact over the matter, which is when I sent the email. I sent an email (I have record) on 2/27 someone in the company sharing my private information to third parties.My report included information that I received a phone call from an Indian-based company asking if I would like to have them make a website for me. This was shortly after IONOS called me, asking me if I would like them to design me one. This means either employees are selling information, or the company is as a whole, because there's no way for someone to know I own a website. It's supposed to be privatized by my DNS registrar, and I validated that it was. This means the company is selling my personal information, with their continued silence as admission of guilt.The company had information that I owned a web site, but not a name or number, which means they are collecting information by either directly or by hacking, and IONOS refuses to acknowledge me. Further, I'm on the National Do Not Call Registry backed by the **** so that company wouldn't be calling me unless they were GIVEN the number.I haven't heard from that company since I told them it was illegal to call me, which means they likely were given the information. I make sure to opt out of any marketing communications when I sign up for anything. IONOS calling me to sell their site building services when I'm on the *** is also a federal violation, as they didn't check that they're legally allowed to call me, which hints that it's possible that who called to market is a subsidy of IONOS.

  

  Business Response

  Date: 07/16/2024

  Dear *************************, 

  Thank you for taking the time to share your experience.  Your feedback is an important resource that helps us identify areas of our service that *** be in need of improvement.
  Customer satisfaction is our priority, and Im sorry for any inconvenience experienced due to being contacted.
  Firstly, we want to assure you that we take your privacy very seriously. Our company has a strict policy against selling or sharing customer data with third parties. The purpose of our outbound team is to connect with new customers to better understand their needs and offer tailored solutions that might be beneficial.
  We understand that you have registered your number on the National Do-Not-Call registry, and we respect your decision. Please note that a call was made by IONOS because you are an active customer who, at the time, was opted into receiving phone calls. The information available in our system shows this selection was made at sign-up. If this was not wanted, the option to change your contact preferences was and is always available in your accounts Control Panel. We clarify this because its important to differentiate between being contacted while opted-in to receiving contacts from a company you do business with, as opposed to a cold contact from a company with whom you have no affiliation. 
  Understanding your concerns, and to honor your request, we have updated the contact preferences within your IONOS account on your behalf, so you will no longer receive marketed related calls from us. We appreciate you bringing this matter to our attention, so we could edit your preferences in a manner that suits you best.
  My apologies again for any inconvenience being contacted *** have caused, and we hope to keep your trust and continue a positive relationship. If there are any other issues or concerns you would like to discuss, please feel free to reach back out to us at ******************************* Were happy to help any way we can.
  

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

  
  

  Customer Answer

  Date: 07/17/2024

  [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: 21907573
  
  I am rejecting this response because:
  The response was incorrect. As I believe I stated in my complaint, I checked to make sure that I would not receive any calls. I'm autistic and very conscious of this. If I was somehow registered, that's an error on part of the company. Fixing my account doesn't resolve this on the larger scheme of things.

   

  Second, one of the calls did not identify as ionos. This means the company still exposed my personal information somehow. The bureaucratic response ignores this and other issues, and tries to sweet this under the rug. 

   

  I complained because things need to change, not for a superficial response that ignores a bigger issue. Worse, the response is failing to actually investigate further. I had contact from the company saying they'd look into it but no response for weeks.
  
  Regards,
  *************************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/24/2024

  Dear *************************,
  Thank you for your feedback. We are sorry to hear that our previous response did not address your concerns adequately.
  Firstly, we apologize if there was any misunderstanding regarding the issue of receiving calls. We understand that you had checked to ensure that you would not receive any calls and recognize that this is a critical aspect of your concern. Unfortunately, our system did not reflect this preference. We have now updated your account settings to ensure you will not receive calls in the future. A service ticket has been created for further investigation. 
  Secondly, safeguarding your personal information is a priority to IONOS. And as such, we do not sell information to third parties. If a web developer contacted you outside of our company, the information was not obtained from IONOS. We are committed to protecting your personal information.
  We apologize if our previous response seemed bureaucratic or dismissive of the larger issues you raised. Our intention is not to sweep your concerns under the rug but to address them fully.
  We appreciate your patience and will provide an update to the email address on file once more information becomes available regarding this request. 
  Thank you for bringing these issues to our attention, and we apologize for any inconvenience or distress this situation has caused.
  
  Sincerely,
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:06/26/2024

  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.

  TOTALLY DISRESPECTFUL & BAD BUSINESS PRACTICES -- STOLE $180 FROM KIDS MOUTH!!I reached out on April 29th 2024 and spoke to CSR concerning account and it not being used. I was told that the domain and plan was paid for a year and that it would automatically expire after the year. I told them that I wanted to make sure I would not be charged again and was assured I would not be. (NOW THEY SAY THEY HAVE NO RECORD OF MY CALL OR REQUEST - TOTALLY UNFAIR AND UNTRUE!!!!)I spoke to a rep again June 23rd 2024 after money was taken UNJUSTLY and was told that IONOS has no record of my call and he re-cancelled the domain and web hosting plan. He stated that "back-office" would have to initiate the refund. NOW EVERYTHING HAS BEEN DELETED & TERMINATED AND THEY SAY I CAN NOT GET MY MONEY REFUNDED. THEY CAN SEE 100% THAT I HAVE NOT USED THE PRODUCT IN MANY MANY MONTHS!Now my family is sitting here without because of unfair, un truthful, and a heartless scam.Please refund our money. This is so wrong and IONOS / 1and1 know they are doing it.

  Customer Answer

  Date: 07/08/2024

  IONOS has provided a refund and is acceptable.

  Thank you

  

  Business Response

  Date: 07/09/2024

  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, your concerns have been addressed prior to us receiving your complaint. A prorated refund has been processed to the payment method on file on July 1, 2024. Please note that all services are set to automatically renew as per our terms and conditions.
  
  While we do not have any record of contact in ***** regarding a cancellation request for this account, we see that the account was accessed through the customer interface. It should be noted that the information provided in this complaint can be linked to various accounts with our **********************, and the contact in ***** could have pertained to an alternate account/service.
  
  We apologize for any confusion this may have caused. We hope this helps clarify the situation and appreciate the time you have spent with our company.
  
  If you have any further questions or need additional assistance, please do not hesitate to contact us at ******************************.
  Thank you for bringing this to our attention.
  
  Sincerely,
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:06/21/2024

  Type:Sales and Advertising 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 ordered and tried out their services and didn't like them. On March 5 of this year I logged into the account and selected to option to cancel the service. I noticed that there were three separate 'contracts' with them and cancelled them all (see screenshots taken after cancellation from ionos contracts and subscriptions file). I did not notice for the next couple of months that they kept billing me, until I saw an email that they had again charged my card for $18 (6/21/24). I note that upon cancellation, I also could not remove my credit card from the account. I called them on 6/21/24 and spoke with someone named ****, who confirmed that he could see that I 'cancelled' the contracts on 3/5/24, but stated that I had not also called in to complete the cancellation. He said he had to transfer me to the 'cancellation ****** This took me to a woman, who advised me that she saw no record of my cancellation. When I logged into the account to see what he was talking about, the account looked as it does in the second screenshot (the one with the '1' at the end of the file name). They did not complete my cancellation during the call, in fact the lady hung up on me! There is a cancellation option in the account and I selected it. They have been stealing my money since March and created obstacles to stopping them. I want my funds back and my account closed, data deleted.

  

  Business Response

  Date: 07/01/2024

  Dear *******************,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our cancellation process 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 have thoroughly reviewed your account and the details you provided regarding the cancellation of your services on March 5, 2024.
  
  Upon investigation, it appears that while you initiated the cancellation process through our online portal, additional action was required on your end to confirm and finalize the cancellation request. Unfortunately, this step was not completed, resulting in the contracts remaining active and continued billing.
  
  To address this issue, we have taken the following steps:
  
  Cancellation Confirmation: We have now processed the cancellation of all IONOS My Website Now Plus contract ******** and IONOS My Website Now Plus contract ********, with an immediate effect. We apologize for any confusion or delay in this process.
  
  Refund of Charges: In light of the continued billing since March 2024, we have initiated refunds for all associated invoices, including the charge on June 21, 2024. Please allow up to 7 days for these refunds to reflect in your account.
  
  Data Deletion Request: We have also noted your request to delete any data associated with your account. Please be aware that all data will be permanently deleted upon termination and is irrevocably lost in accordance with our data retention policies.
  
  We sincerely apologize for any inconvenience or frustration caused during this process. Your feedback is invaluable to us, and we are committed to improving our services based on your experience.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ******************************* We are here to assist you and ensure a swift resolution.
  
  Thank you for your understanding and patience in this matter.

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

• Initial Complaint

  Date:05/29/2024

  Type:Order 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 provided without my choice trial versions of services, at no point during the trial did i use any of the services and received notification of contract for a year for each of them went in to place. On immediately noticing that the contracts had this date I tried to cancel each one. I was told when I called that I was 3 days late in canceling when i never even knew that they would auto renew and be billed for a year. These costs for the year amount to over $1k. This seems totally unreasonable and would like to see this resovled.

  

  Business Response

  Date: 06/14/2024

  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 understand your frustration regarding the unexpected charges and contract obligations for your services with IONOS.  We are committed to providing transparent billing practices, and It is our standard practice to communicate all service agreements to our customers clearly.
  
  Please note, with every trial of service, an order confirmation followed by a contract confirmation (at the time of activation of the service) is sent to both the email address on file and the notification center of the control panel. These confirmation notifications detail the current promotion selected at the time of the order, which includes the promotional amount per month, how long that promotion is active, the regular renewal rate, the frequency in which the contract is billed (monthly/ annually) and the contract term. This information is also detailed throughout the order process. 
  
  We see that a request to terminate several contracts has been made. However, as they were made outside of the 30 day trial period, the effective date is upon renewal of the contracts (04/26/2025), in accordance with our terms and conditions. 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.
  *************************************
  
  

  Customer Answer

  Date: 06/17/2024

  [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. 
  
  Regards,
  
  *********************