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:02/23/2024

  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.

  Ive never had an account with **********************. I had a charge about 1 year ago in which I called and stated I had never created the account or used my card with them. They understood and stated they would cancel the account. A couple weeks ago I got a $360 charge out of nowhere(still have never used there services).I called to let them know this was fraudulent and got no help. The support man was arguing and being disrespectful saying how is this not your account.So like any person with a fraudulent charge that the company denies, I submit a chargeback. I then get a call from them with more childish behavior. This morning and email threatening collections. I feel harassed by this company for the last year I invest in real estate and if Im sent to collections it will hurt my upcoming loans. I want to ensure this wont happen to save everyone time and money. My lawyer has let me know I have a case for harassment and damages if collections impacts my ability to continue my investments.

  

  Business Response

  Date: 02/28/2024

  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. Thank you for your candid feedback regarding your recent experience. We want to express our sincere apologies for the inconvenience and frustration caused by the unauthorized charges and the subsequent interactions with our support team.
  
  We're pleased to inform you that your concern has recently been addressed by our social media team. The account in question has been terminated, the balance has been cleared and all notifications have been sent to the email address associated. We understand the importance of resolving this matter promptly and ensuring that it does not impact your investments or financial standing.
  
  Please rest assured that we take these issues seriously, and we are actively working to prevent any similar incidents in the future. Your feedback is invaluable to us, and we appreciate your patience and understanding as we strive to improve our services.
  
  If you have any further questions or concerns, please do not hesitate to reach out to us here within the Executive Solutions Team directly at ******************************* We are here to assist you in any way we can.
  
  Thank you for bringing this matter to our attention, and we hope to have the opportunity to restore your trust in our company.
  
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

• Initial Complaint

  Date:02/07/2024

  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.

  I was being repeatedly charged for a hosting service that I wasn't using. On July 24th 2023 at I spoke to ****** at Ionos who looked into the issue. He agreed that Ionos was not doing the hosting that the billing claimed it was and changed my plan to reflect that. I said I wanted a credit for all of the improper billing that had gone back for months and he said while he understood why I wanted that and thought it made sense he wasnt able to provide that credit himself. However, he said he would escalate the case for someone from the proper department to call me back that could handle that. That was SIX months ago and I have still not heard back from anyone.Secondarily, we talked about deactivating the domain cancelthediet.com because it was a project I decided not to pursue. that also wasnt done and I continue to get several emails a week telling me there is a technical issue. So I would also like that deactivated as was discussed originally. I would like someone from Ionos to contact me by email at ************* to discuss the situation and proper refund.Thanks in advance for your time.

  

  Business Response

  Date: 02/23/2024

  Hi ****!

  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry to hear that your experience with our company has not met your expectations. I appreciate the time spent to provide your feedback. Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and services that need the most attention. 

  
  We do not discuss account specific billing matters publicly, I have sent you an email to the email address we have on file for your account. Please take a moment to review the information that I sent and reply when you have a moment. 

  
  Thank you, 
  ****, IONOS
  

  
  

• Initial Complaint

  Date:02/06/2024

  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'm still owed a thousand dollars for canceled services I was mistakenly charged.

  

  Business Response

  Date: 02/23/2024

  Dear *************************** (Customer ID **********,
  
  We have received your complaint filed with the Better Business Bureau regarding your request for a retroactive refund on canceled services. First and foremost, on behalf of IONOS, I apologize that our service did not meet your expectations. We work constantly to provide the best possible service to our customers, so we greatly appreciate your feedback.
  
  In reviewing your account history, I show that our team had previously reached out to you regarding this request. It was explained that our services are not billed based on usage, but rather on providing access to resources. Similar to other subscription-based services, renewal fees will continue to be issued whether or not the service is being utilized. It would be the customer's responsibility to complete a cancellation for any services that are no longer required prior to the renewal date. If a service is allowed to renew for the next term, we would have to consider the charges issued to be valid.
  
  The services for which the refund is being requested were terminated on November 5th, 2023, and prorated refunds for unused time on those services were already issued. Any fees issued for the services prior to when you completed a cancellation would be non-refundable. This would be stipulated in our terms of service, which are agreed to at sign-up.
  
  While we always strive to provide solutions, we would be limited in the assistance we can provide for your request. Per our terms of service, a refund would not be due since you did not complete a cancellation prior to renewal. I can confirm that your account is canceled in full, the prorated refunds that were due were already issued, and no further charges will be issued, however we would be unable to refund any further charges for services already provided.
  
  If you have any further questions or feedback to provide, please do not hesitate to reply. Thank you for your understanding in this matter and again I apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Solutions Manager
  IONOS

  Customer Answer

  Date: 02/23/2024

  [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: 21252184
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 02/23/2024

  [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: 21252184
  
  I am rejecting this response because:
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/30/2024

  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.

  Someone registered a domain using my company's trademarked name through IONOS. This individual is committing identity fraud while pretending to be my company and my employee's. They created fake job postings posing as us, asking applicants to send a picture of their ID, SSN, and other personal information.I contacted IONOS about this to get it shut down, and they're only suggestion was to contact the fraud domain holder via email directly.

  

  Business Response

  Date: 02/12/2024

  Dear ***********************, 
   
  We are deeply troubled to hear about the fraudulent activities you've described, and we understand the urgency of addressing this matter. While we sympathize with your situation, without knowing the specific domain name involved, our ability to take direct action is limited.
  
  Nevertheless, we remain committed to assisting you in any way possible within the bounds of our capabilities. We recommend that you continue to gather any relevant information or evidence related to this fraudulent activity and reach out to our legal team directly. They can be reached at ********************************* We are here to support you and will do our best to assist in resolving this matter as swiftly as possible.
  
  We appreciate your understanding and cooperation. If you have any further questions or concerns, please feel free to reach out to us at any time.
   
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

  Customer Answer

  Date: 02/15/2024

  [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: 21219902
  
  I am rejecting this response because:  The fraudulent domain is: tlienterprisesllc.com
  
  I've contacted ************** prior to your response so they're aware already.  In every report to the BBB (over 10 reports) I mentioned the fraudulent domain by name.  Lastly, I reported the fraudulent domain to your support team over the phone as well as through the online chat on your website.
  
  This has been reported to the *** and FTC and they have been made aware of the fraudulent activity that is being committed through the domain hosted by IONOS.  I request that you take appropriate action to investigate and take down the domain and/or disable access to the malicious content as per your abuse policies and terms of service.
  
  Thank you,
  ****
  
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/29/2024

  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 am requesting a full refund for products not ordered nor requested. This company engages in fraudlent business practices charging hundreds of dollar for products not ordered. You cannot reach someone for resolution.

  

  Business Response

  Date: 02/12/2024

  Dear I *****************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, we deeply regret any inconvenience you have experienced with our company. We take allegations of fraudulent practices very seriously and assure you that this does not align with our values or business practices. We strive to provide exceptional service to all our customers, and we are committed to resolving any issues promptly and fairly.
  
  Please accept our sincere apologies for any difficulties you have encountered in reaching us for resolution. We understand the importance of addressing your concerns promptly, and we are actively working to improve our communication channels to ensure that all customer inquiries are addressed in a timely manner. While we are committed to providing the best possible assistance, we are limited as we must adhere to our security policies in place to safeguard customer data. Regrettably, the email address you are currently using is not linked to an IONOS account. For security reasons, we are only authorized to make changes or furnish account-specific information when contacted via the designated email address associated with the account.
  
  We have sent an email to the email address provided within this review and have attempted to reach you through the phone number as well, we are sorry to have missed you. Since we couldn't find an account matching the information in your review, we kindly ask you to share additional details about your situation in response to our email. Please provide order specifics or any previous communication with our team concerning the products you mentioned not ordering or requesting will help us conduct a thorough investigation to grasp the situation. Your cooperation in this matter will facilitate a prompt resolution.
  
  We value your feedback and take it seriously as we continuously strive to improve our services. Rest assured, we are committed to addressing your concerns and finding a satisfactory resolution for you. If you have any further questions or require assistance, please do not hesitate to contact us directly here within the Executive Solutions Team at ******************************* Thank you for bringing this matter to our attention.
  
  Sincerely,
  ***************************
  Solutions Manager
  IONOS
  
  

• Initial Complaint

  Date:01/29/2024

  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.

  IONOS says you can cancel at any ime, yet representatives will not cancel the account on the phone and the automatic machine made the cancellation date a year out. IONOS attempted to autorenew my account without my permission 1/4/****. They could not charge the card. The price more than doubled. I called today for them to cancel the card and pay for my domain name. They were deceptive and told me that I could not downgrade to just the domain name because the account had been active for 23 days. But, my account is not being hosted. I have not logged in and it has not traffic. The account has not been used. They claimed it could not be canceled because I did not cancel it before Jan. 4, ****. My domain is paid up through 1/2/2025. So, they did not need to download anything.Another representative started telling me that it could not be just the domain because there was so much on the account. The account has not been used. They did not try to prorate the account. They tried to demand a whole year that I could not afford. He was rude and put me on hold so that I would hang up.

  

  Business Response

  Date: 02/12/2024

   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 and for any confusion regarding our terms for services as they pertain to automatic renewal. 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 your account history and unfortunately, while we have located a request to terminate your hosting service on January 30, ****, the request was made after the contract had already been renewed. Kindly be aware that details concerning promotional and renewal pricing rates, as well as notification about the automatic renewal of all services contained within, were clearly communicated during the order process, at the point of order submission, and in the order confirmation sent to the email address on record on January 3, 2023.
  
  Automatic renewal can be disabled within the control panel prior to the renewal date, in order to terminate the service and avoid unwanted invoicing. Alternatively, our cancellations team can be reached directly at *************** to process your request. Once our cancellations team was contacted directly, the contract was terminated and the outstanding balance due was cleared. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: ******************************. 
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:01/24/2024

  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 June 2023, I was misled on the price of a domain by a salesperson trying to upsell on the phone and sent a bill surprise bill for $100 more than quoted on the phone. When confused why it was so much, I was offered no cancellation and when I refused to pay a price not agreed upon, the contract was sent to collections. Because of this I also lost access to my other domain, which was added to the collections. The amount was trivial and I will dispute it on my credit report with proof. The disappointment is enough that they lost a customer and I would not recommend ********************** mostly because of slow, inept, possibly predatory and dishonest sales and customer retention tactics.

  

  Business Response

  Date: 02/12/2024

  Dear *****************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, we sincerely apologize for the experience you had with our services. We strive to provide transparent and honest pricing to all our customers, and it's disheartening to hear that you felt misled and experienced unexpected billing issues. We take your feedback seriously and will investigate the matter to prevent similar occurrences in the future. Additionally, we regret any inconvenience caused by the collections process and the loss of access to your other domain.

  Based on the available information, we've identified a billing system error that resulted in the credit applied by our support team not being properly reflected on the invoice in question. We sincerely apologize for this oversight and any inconvenience it may have caused. Your request to terminate your services with us has been received and processed, and we have cleared the balances due accordingly.
  
  Please note that the process of removing a balance from collections and updating it in our system may take 2-3 business days to complete. During this time, you may continue to receive notifications about the outstanding balance, but please disregard them as they will be resolved shortly.
  
  Additionally, I want to reassure you that when a balance is passed to collections, we ensure that it has no adverse effect on your credit history. We do not report these balances to credit bureaus. It's important to note that a balance is only transferred to collections after being overdue for more than 60 days in our system.
  
  We appreciate the time you've spent with us and apologize again for any inconvenience caused. We wish you all the best in your future endeavors. If you have any further questions or concerns, please don't hesitate to reach out to us.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  
  

• Initial Complaint

  Date:01/18/2024

  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.

  In June 2023 I signed up for IONOS Design Service M. They were supposed to design and build a professional looking website for my HVAC company. Here we are 8 months later and I still do not have a website that I can feel comfortable publishing. The first draft was promised within 2 weeks, it took 2 months to receive it, and I was not satisfied. The website they provided was very random, with pictures of carpenters and verbiage pertaining to delivery services. So I provided feedback (as is the process) and waited for the revisions to come back. Months later I received a second draft, all feedback was ignored and it was basically the same draft. I provided even more detailed feedback and waited months for a third draft. When I received it I was not surprised to see that they, once again ignored my feed back/ instructions. Even after providing all of the verbiage, pictures, logos, layout, and examples of how I wanted it to look.,, the website still had all the random elements. They didn't use the pictures, verbiage, or much of anything that they insisted I provide. So, I went ahead and provided more feedback, and I mean extensive feedback worded as such that a child could understand, and waited. And waited... After waiting at least a month I scheduled a phone call on four separate occasions, each time they either rescheduled or just didn't call at all. They sent me a fourth draft on 1/17/2024 (still can not get them on the phone) and it is not what I consider a professional looking website. In fact it looks really bad, in the snip I sent you'll notice that the header is not centered, also the links to other pages shouldn't be there as I asked (several times) that there only be one page. I could send many more examples if necessary. I've tried to cancel but was stonewalled, their position is that they delivered a product and if I don't like it, that's my problem. I have invested way to many hours going in circles with this company. I would prefer a full refund but would be satisfied to just cancel my contract and be done with this company altogether. Thank you for your consideration.

  

  Business Response

  Date: 01/22/2024

  Dear *********************,
  
  Ensuring customer satisfaction is our highest priority, and I extend sincere apologies on behalf of IONOS for any shortcomings in your experience with our company. We highly value your feedback and appreciate the time you took to share your thoughts. Direct input from customers is a valuable resource that helps us identify specific areas of our products and services that require the most attention.
  
  It was a pleasure speaking with you over the phone today. Following our discussion, despite the non-refundable nature of the Design Service, and considering your experience and the Design Team's inability to meet your service request in accordance with the service terms, I have initiated a cancellation for the Design Service M. Please note that all associated data will be permanently deleted and unrecoverable. Additionally, a reversal of all related invoices has been processed. Please allow up to 7 days for the refunds to be reflected on the payment method on file.
  
  Once again, we apologize for the subpar customer experience and value the trust you place in our company. If you have any further questions, please feel free to respond directly to my recent email sent to the address on file for the account.
  
  Sincerely,
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:01/03/2024

  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.

  Contract: ******* Normal monthly billing occured 18 Dec 2023 for $18 (invoice ************).Then, on 21 Dec 2023, an unexpected invoice (************) occured for $69.97. This is an invoice error, as my product costs $18/mo, which I already paid. Otherwise, Im confident Ionos would have sent a notice to me, which they didnt.I replied to the invoice email several times and no one replied with an explanation.I want Ionos to correct this error.

  

  Business Response

  Date: 01/22/2024

  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 service that need the most attention. 
  
  Upon reviewing our records, it appears that your concerns were recently addressed. We regret the unexpected change to your billing cycle, resulting from a system error. This was an oversight on our part, and we have implemented measures to rectify the issue.
  
  Your billing cycle was reset on January 11, 2024, and you can anticipate receiving your monthly invoice as usual. A credit invoice generated for the excess amounts that were overpaid on January 19, 2024. For reference, this information was sent to the email address on file and notification center of the control panel on January 9, 2024.
  
  We value your trust in our company, and we sincerely apologize for any inconvenience this may have caused.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  

  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/28/2023

  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.

  IONOS is holding my domain hostage without a resolution in a reasonable time frame. They need to be brough to justice. They have shutdown my business for over 3 days because of their pettiness for money that is not owed to them.

  

  Business Response

  Date: 01/22/2024

  
  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 service that need the most attention. 
  
  Upon reviewing our records, it appears that your concerns were recently addressed. Unfortunately, due to debt stemming from multiple accounts the initiation of new services are temporarily halted until all debt is resolved. Our transfer team has confirmed that the domain in question was terminated due to non-payment and has been successfully transferred to an alternate registrar on January 4, 2024 via email.  In light of these circumstances, we regret to inform you that we cannot offer a refund or compensation.
  
  Again, we apologize for the inconvenience caused and we appreciate your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************