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:12/25/2023

  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.

  I'm deeply disappointed with my experience with IONOS. As a paying customer, I expected reliable hosting services, but instead, I've faced multiple unresolved issues. For ten months, I was charged $130 per month for a server that didn't function correctly for seven of those months, which is both frustrating and unfair.But what's even more disheartening is how IONOS handled my concerns. Their customer support repeatedly hung up on me during phone calls, even when I asked to speak to a supervisor. In one instance, their employees were openly laughing at me during our interaction, which is not only unprofessional but also disrespectful. I even received an email from IONOS apologizing for the way their employees were speaking to me and offering an account credit as compensation.To make matters worse, I received an email stating that my account termination date was set for Jan 12th. However, when I attempted to I'm deeply disappointed with my experience with IONOS. As a paying customer, I expected reliable hosting services, but instead, I've faced multiple unresolved issues. For ten months, I was charged $130 per month for a server that didn't function correctly for seven of those months, which is both frustrating and unfair. But what's even more disheartening is how IONOS handled my concerns. Their customer support repeatedly hung up on me during phone calls, even when I asked to speak to a supervisor. In one instance, their employees were openly laughing at me during our interaction, which is not only unprofessional but also disrespectful. I even received an email from IONOS apologizing for the way their employees were speaking to me and offering an account credit as compensation. To make matters worse, I received an email stating that my account termination date was set for Jan 12th. However, when I attempted to FTP my data TODAY, I discovered that my website had become inaccessible. This situation escalated when IONOS's legal team instructed their employees to hang up on me during my phone calls, further aggravating the issue. As if these incidents weren't enough, there was one shocking incident where a support tech opened all 60,000 ports on my server, which is a significant breach of security and trust. Additionally, IONOS's practice of deleting user data based on phone call interactions raises serious legal and privacy concerns. Moreover, IONOS has proof of allegations made against me, which are quite serious in nature. They decided to terminate my account instead of addressing these allegations and fixing the server issues, which raises questions about their commitment to customer satisfaction and fairness. Overall, IONOS needs substantial improvements in its customer service, server functionality, and the way it handles customer grievances. As a paying customer, I expected a much better experience, and I'm deeply disappointed with my interaction with IONOS.

  

  Business Response

  Date: 01/17/2024

  Dear ***** ******* *** , 
  
  Ensuring customer satisfaction is our utmost priority, and I want to express our sincere apologies that your experience with IONOS did not meet your expectations. Your feedback is valuable to us, and we appreciate the time you took to share your thoughts.
  
  Direct feedback from our customers is a crucial resource that guides us in focusing on areas of improvement within our products and services. While our goal is to deliver the best possible products and services, we recognize that, like any company, challenges may arise. Rest assured, we are committed to addressing such issues and providing support within the scope of our service.
  
  At IONOS, we take our commitment to maintaining a professional and respectful working environment seriously, and we believe in fostering relationships with customers who share similar values. In specific situations, which may include recurring verbal abuse directed towards our support representatives, IONOS reserves the right to discontinue services. In such cases, rather than an immediate cancellation, we opt to provide a grace period. This allows customers the time they need to explore and transition to an alternative provider for a smoother migration.
  
  We sincerely thank you for your review and your understanding. Wishing you all the best in your endeavors.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:12/20/2023

  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.

  After paying for 12months of services my account was "terminated" and I was told to seek services elsewhere after only 1 week. I was not given details but was told it was due to phishing complaints from 3rd parties. I have not seen the nature of the complaints or the individuals involved but I believe these likely originated from issues with the provider, not on my end. They collected 12months of fees and provided sub-par services for only 1 week before terminating my account.

  

  Business Response

  Date: 12/28/2023

  Dear ********************* (Customer ID **********,
  
  Thank you for contacting us.
  
  We are in receipt of a complaint filed with the Better Business Bureau regarding a security lock that was placed on your account. I apologize for any inconvenience caused in this matter. We work constantly to provide the best possible service to our customers, so we greatly appreciate your feedback on this topic.
  
  Upon reviewing the issue with our Security team, it was determined that the system incorrectly flagged an email sent to an address which is similar to your own domain as a phishing attempt. This is a common fraud pattern where scammers try to impersonate a company's management in an attempt to order money transfers in their benefit.
  
  Our Security team was able to remove the restrictions on your account, so you would now be able to utilize your account as required. I show that the security locks have already been removed from your account, however if you are unable to access the control panel please advise in reply.
  
  As a courtesy and in consideration of any inconvenience this issue has caused, I have refunded the initial charge of $2.24 which will post back to your payment method within 3-5 days. I have also issued a cancellation for Invoice ************, which will clear the $67.20 balance due for your account. If you are charged for the invoice in the interim, you would automatically receive a refund again within 3-5 days. You may have seen a charge for the Web Hosting Essential package (Contract ********) on your banking statement already, however this would have been an authorization hold which is placed on the payment method being used for the order. Removing the security lock would have allowed the invoice for the package to be processed, but that balance is being cleared, so you can utilize the services without being billed for the initial costs for each package.
  
  I would be happy to reach out and discuss these issues with you further by phone. The Solutions Team is available Monday-Friday from 8am-4pm EST, so I did not initially reach out via phone due to the time difference. You can also reply to this email with any further feedback you would like, or if you need any further assistance.
  
  Thank you for your patience in this matter and again I apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Solutions Manager
  IONOS

  Customer Answer

  Date: 01/09/2024

  [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:12/20/2023

  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.

  I have used Ionos for a few years and they have jacked up pricing triple since then. I found a new hosting company and began transferring my domains. Five days AFTER I transferred two domains, IONOS billed me $20.00 each for these domains. Their billing system, mixing contracts to keep billing you for ********, billing you after you have cancelled shows these people are either incompetent or crooked.

  

  Business Response

  Date: 12/28/2023

  Dear **. ******************************* (Customer ID **********,
  
  Thank you for contacting us.
  
  We are in receipt of a complaint you filed with the Better Business Bureau regarding the pricing structure for our services, as well as a renewal fee you received for domains that had been transferred to another provider. I apologize for any inconvenience caused in this matter. We work constantly to provide the best possible service to our customers, so we greatly appreciate your feedback on these topics.
  
  Upon review of your account history, I show refunds in the amount of $40.00 issued on 12/21/2023 and $124.60 issued on 12/22/2023. There are also credit invoices that were issued in excess of these amounts which would have cleared any remaining balances due on the account so you would not have been billed for them. A listing for all the credit memos issued can be located in your control panel under the Invoices & Payment Details section of the My Account page.
  
  To confirm, all services with IONOS will automatically renew unless a cancellation is completed prior to the renewal date. In the case of domain transfers, if the domain is still active in our system on the date of renewal, even if a transfer was requested, a renewal invoice can automatically generate as technically speaking the domain is still active in our system on the renewal date. In cases like these, we would issue a courtesy cancellation or refund for the charge if the transfer was requested prior to the renewal date, though we always encourage the customer to initiate a transfer for a domain at least one week prior to the renewal date to avoid issues such as these.
  
  If you can confirm the domains you were billed for in reply, I would be happy to locate the relevant invoice and issue a refund for the charge, as we would not want to bill you for renewal of domains that have been secured at another provider.
  
  With regards to the increase of rates, we do all we can to make our services as affordable as possible for our customers. It does become necessary from time to time, in order to provide the latest and most secure technologies, to increase our rates but this is always done with the customer in mind and notifications are sent about any rate changes well prior to the changes taking effect, to allow time for the customer to downgrade or make other arrangements that may better suit their needs. I will address your concerns about this with our Product Managers however, for consideration in future updates to the service.
  
  I would also be happy to reach out to discuss these issues with your by phone at a time of your convenience. The Solutions Team is available Monday-Friday from 8am-4pm EST, or you can reply to this email to provide confirmation of the domains that were billed along with any further feedback you would like to provide. Thank you for providing feedback on this matter and again I apologize for any inconvenience caused.
  
  Sincerely,
  *********************
  Solutions Manager
  IONOS

• Initial Complaint

  Date:12/17/2023

  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.

  1&1 and Ionos have recently blocked my account from adding any new services after 7 years of using their service. After reaching out to their support team, the first two representatives told me that there were not any unpaid balances despite their website blocking my account for this supposed reason and that it must be a glitch and I had to update my credit card info. After doing this it still does not work despite me paying for this service. I reached back out again today and now out of the blue their representative supposedly finds an unpaid invoice (despite them having my credit card info and charging me successfully since 2017). They told me it is for a $96 outstanding balance on a contract that is not in my account, that they refused to prove exists, and on invoices they could not send me. The representative told me that this was supposedly from 2019 (4 years later!!) however when I download the invoices they supply from 2019 these are nowhere to be found. They want me to wire transfer them $96 to remove this block without any way to pay this online. It seems incredibly fake and fraudulent if they cannot provide any invoices to me and that this is now blocking my account 4 years later despite them charging me many times over the past 7 years perfectly fine and easily. All I want is for them to be able to actually prove I owe this and why this one specific transaction supposedly didn't work but all the others did and I will happily pay it.

  

  Business Response

  Date: 12/22/2023

  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 conducting a thorough review of your account, it has come to our attention that your 1&1 Managed WP Basic, including the associated domain, was due for renewal on 07/19/2019. Despite multiple attempts to notify you about the renewal, including sending invoices, payment reminders, and cancellation notifications to the email address on file, regrettably, we did not receive the required payment.
  
  As a result of non-payment, the domain and associated contract were terminated. A copy of the invoice in question has been forwarded to the email address on file for your reference.
  
  We understand that there may be challenges, and we appreciate your candidness in addressing this matter. Although new services have been restricted since the initiation of the ordering restriction, we want to assist you in resolving this outstanding balance. To proceed with placing new orders, please clear the balance through ******, wire transfer, or standard wire transfer, as the previous payment method is no longer available for use on this balance.
  
  Upon successful resolution, the ordering restrictions will be lifted within 24 hours, allowing you to place new orders as needed. We thank you for choosing our services, value your feedback, and sincerely apologize for any inconvenience caused. 
  
  If you have additional questions, please feel free to respond directly to the email we sent to the account's registered email address. We are here to assist you further and address any queries you may have.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/14/2023

  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.

  The company Aionis Is trying to charge me a year in advance for a web hosting package that ai have never utilized. I reached out to them to ask for an adjustment from an annual pay to monthly. They tried to convince me I have to pay the entire invoice or they will suspend my companys domain. Then they will refund me the money and then switch me to monthly billing. This is ridiculous because if you are going to do what I asked from the beginning, why would ai go through these unnecessary channels unless they are attempting to make their books look one way that they are not.

  

  Business Response

  Date: 12/19/2023

  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. 
  
  According to our records, your concerns have been recently addressed. For further clarity, your contract renewed as agreed upon at the time of the initial order of the service. As we were not contacted prior to the renewal date, the contract invoiced and became due. As previously advised by our team, in order to make changes to the contract the balance on the account must be settled. Once settled, you are able to review your options with the retention team and once the change has been made, a prorated refund will be initiated. However, as a one time courtesy the outstanding balance has been cleared to allow for a downgrade of the service. At this time we ask that you follow up with our retention team to review our services and find the service that best meets your needs. They can be reached at ************, Monday-Friday 8am-8pm EST. 
  
  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.
  **************************************

  Customer Answer

  Date: 12/21/2023

  [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: ********
  
  I am rejecting this response because:

  I don't have to pay for a service that I haven't used. And why would you tell me to pay first then give me a full refund. I am not playing these games. At this point I will never do business with this company again. Please remove me from your system and release our church domain and we will go elsewhere.
  
  Regards,
  
  *******************

• Initial Complaint

  Date:12/13/2023

  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.

  Used 1&1 for over 10 years. Recently started getting billed for support that I did not ask for or received. After complaining got a fraction of a refund. Decided to wind down the amount of domains I had, but customer service completely failed to assist to do what I asked for. When I initiated a transfer before closing my account got charged a renewal fee even though my contract was already renewed ie May to May was spitefully billed to extend contract December to December. Absolute crooks in this company!!!

  

  Business Response

  Date: 12/14/2023

  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. 
  
  It has come to our attention that a request to terminate your hosting service has been received. While we are sorry to see you go, we understand that circumstances may lead to such decisions.
  
  Upon reviewing our records, it appears that our support team advised you to contact us once all domains associated with the hosting service have successfully transferred to the alternate registrar. This recommendation is to ensure the seamless transfer of your domains without any disruption.
  
  As of now, the hosting service remains active, and an invoice has been generated accordingly. However, we want to assure you that once the service is officially terminated, we are more than happy to reverse the invoice. Our goal is to facilitate a smooth transition for you without any unnecessary financial impact.
  
  We kindly ask you to reach out to our team directly at [email protected] once all domains have successfully transferred. At that point, we will expedite the cancellation process and address any remaining concerns or inquiries you may have.
  
  We appreciate your understanding and cooperation in this matter. If you have any questions or require further assistance, please do not hesitate to contact us. Thank you for the opportunity to serve you, and we wish you the best in your future endeavors.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/12/2023

  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 accidentally allowed my domain with IONOS to lapse. They would not allow me to recover my domain without paying a $90 extortionary "recovery" fee for a domain that was within their possession. They would not release the domain, nor tell me when it would be released, unless I paid said fee and renewal plan *through a wire transfer using ******* ******.I have worked with many domain registrars/web hosting companies, and have never dealt with such sleazy tactics. I now see countless of reviews online complaining about IONOS' unethical business practices and telling people to stay clear. Do yourself a favour and do the same.

  

  Business Response

  Date: 12/19/2023

  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. 
  
  Based on the information provided in your complaint we were able to locate the account in question. Unfortunately, payment was overdue long enough that the associated services were set for termination due to non-payment. Upon review of the account, I have found that we have been attempting to collect payment from the payment method on file and unfortunately these payments have been unsuccessful. When a contract invoices, our billing process attempts to collect payment. Upon this process, the financial institution informs us if the payment declines or processes successfully. No additional information is provided. In cases such as this one, where the payment is declined by the payment method on file, a declined debit notice is sent via email. If the payment is not settled after this notification is sent, IONOS sends an additional past due invoice, which notifies the customer of pending service suspension and subsequent termination. Three additional Payment Reminders for domain contracts were sent to the email address on file along with the notification center of the control panel in December 2022.  These reminders are part of our effort to provide various notifications, ensuring awareness and helping prevent the potential loss of domain ownership. Please note that it is the responsibility of the customer to manage their own accounts which includes monitoring invoices and updating payment information. 
  
  While we always aim to provide a high level of customer service, we are limited in the assistance we can provide for this specific request. The Redemption Period occurs approximately 30 days after a domain has reached its expiration date or has been cancelled. 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.  
  
  We see that our support team has recently provided the steps to regain access to your domain, should you wish to take advantage of their offer we ask that you contact us directly at [email protected] and we will be more than happy to assist. 
  
  Again, we apologize for any inconvenience caused and hope this information proved helpful in understanding our cancellation and domain redemption process. We appreciate your feedback and look forward to working with you. 
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:12/06/2023

  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.

  I canceled my domain contract on 11/1/23 with ionos and after spending about 1hr with a customer support rep after I canceled online they force you to talk to a person who spends the time trying to change your mind. I got my cacnellation email finally. I thought this was the end of it, however in wasnt without ever using the service again or anyone else my password is too complex to guess at 128 bit characters. Also check your security as hackers constantly hit your services and we're able to get my username, but never my password. They tried about 30 times a day. You need to do better taking care of your customers in service and security. In 12/3/23 or so I get an email my ionos account will automatically renew and am provided a contract and invoice. And they say they are going to charge me on 12/6/23.I reply to their email on 12/4/23 and tell them I have canceled my service never renewed it, and what they are doing is a scam essentially. I tried to contact them and didn't even try the phone Tree as they would have kept me on the phone for several hours trying to hassle me and it would auto renew again. Luckily, I had used paypal and was able to go back a year and cancel the payment arrangement. And sure as could be I got a charge payment decline and ionos told me to contact them as the payment method wouldn't go through. Money is scarce, company business practices are also, there should be a law on an easier way to cancel services and not scam people out of hard earned money.I expected better from ionos, and will never use them in the future.Please don't do this to anyone else and please don't let them do this anymore. I told you I would be making a claim. If you continued and you did. This is besides the fact your customer data is breached daily. Thanks,*****

  

  Business Response

  Date: 12/13/2023

  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. 
  
  Our records indicate that on October 26, 2023, a callback was initiated to address your request for service termination. During our discussion, data loss was confirmed, and the effective date was set for December 1, 2023. Unfortunately, we acknowledge that the cancellation was not processed as per your request, and we sincerely apologize for this oversight.
  
  To address this matter, we are currently conducting a thorough review to determine the cause behind the contract remaining active post-cancellation. Once identified, we will take the necessary steps to prevent similar incidents in the future. We appreciate your understanding and patience as we work to rectify this situation.
  
  We understand the importance of timely and accurate communication, especially when it comes to service terminations. Our primary goal is to ensure all our customers are informed about potential data loss and domain ownership implications, providing alternative options such as service reduction to avoid complete termination.
  
  Rest assured, your termination request has now been successfully processed. Confirmation of the cancellation has been sent to the email address on file, and any outstanding balances have been cleared. Additionally, we have escalated your concerns to our security team for a comprehensive investigation. Internet security is of utmost importance to us, and we appreciate your diligence in bringing this matter to our attention.
  
  Again, we sincerely apologize for any inconvenience caused and value 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.
  **************************************

• Initial Complaint

  Date:12/05/2023

  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.

  Nearly three years ago, I received several cold calls because I already had an account. They were trying to update extra contracts. I told them every time I had NO need for the contracts. They said I could cancel at ANY time online. So on the phone I agreed, because they wouldnt leave me alone, and intended to cancel. $40/mo for services that went unused because they were not needed, and several complaint calls and attempts to cancel later, and I finally just stopped paying. So they locked me out of my account and threatened to delete all my websites. Even domain names that had been purchased outright.

  

  Business Response

  Date: 12/12/2023

  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. The unwanted services have been terminated and the services you wish to keep are active. Please know that we are taking your feedback seriously, and we are conducting a thorough review of our outbound sales processes to identify areas for improvement. Your insights are invaluable to us, and we are committed to making the necessary changes to ensure a more positive experience for all our customers.
  
  Once again, we appreciate your feedback, and we apologize for any inconvenience you've experienced. 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:11/27/2023

  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.

  Cancelled hosting package contract prior to any new taking effect. Notified them ahead that I wouldn't be on for a continuation based on a price increase and ultimately cancelled. after cancellation which I can also prove, though their process is quite shady on cancellations unfortunately. had back and forth immediately when they sent a new contract, they were simply resistant from start to finish, playing ignorant, I remained polite throughout it all and have all the dialogue exchange and even though it was abundantly clear cancellation in effect, they charged anyway, which a dispute with bank was filed just before this filing dialogue. They kept threatening my domain names in my cancellation, though they are separate from hosting, the names reside within my account so threats aren't okay. but they continue on that front. they owe a refund and ensure that my property, (domain names) which auto renew unless I choose otherwise remain so and that I can continue unobstructed access to my account to point them as I wish where I wish and so forth. my property. we've has an issue some years back actually, where bbb was also file and rightly so, as in this case. this relates to hosting for bestestimate.com - My domain for decades and has been hosted with various companies throughout, only with them do I ever have issues. refund is a must as is keeping my account available the contain my belonging under my management etc. their behavior is way out of line to say the least.

  

  Business Response

  Date: 12/13/2023

  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. 
  
  Our records indicate that a service downgrade request was submitted at the end of August in response to our notification about a change in pricing structure. Our support team member promptly sought additional information, specifically a callback number and preferred time for a discussion, as service downgrades cannot be completed via email to prevent potential data loss and feature concerns.
  
  Regrettably, no modifications were implemented on the account before the renewal date, leading to the automatic renewal and invoicing of your service. It's crucial to highlight that, given your domain's inclusion in the contract, terminating this service will result in the domain's termination, including the removal of ownership. To prevent such action, you have two options: either migrate the domain to an active contract on the account or downgrade the hosting package to an Instant Domain contract only.
  
  We can confirm that we have diligently addressed your concerns and provided details to the email address associated with the account.
  
  Again, we want to emphasize our commitment to transparency and want to clarify that our intention is not to offer the kind of experience you've encountered. We sincerely apologize for any miscommunication and for falling short of providing a positive customer experience. Your feedback is important to us and 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.
  **************************************

  Customer Answer

  Date: 12/14/2023

  What I'll say at this time is, things seem to be going in the right direction in dealing with ********, the solutions manager, can't help but respond with caution because, for certain, no hosting agreement that I've gotten in the years with them noted my domain name being hitched in such a way where my ownership of it would cease should I not host, having owned it almost 2 and 1/2 decades and originally registered elsewhere and hosted several hosts without any such consequence - I would never agree to that, nor did I here. Furthermore, considering these facts and dates for renewals are separate by considerable time and being responsible, certainly I took the necessary steps to prevent the renewal of that hosting package and once again, alerted those in the support area of that portion of service no longer applied, not the concise version of a point of contact, though even in that contact, my message was clear in that specific package would certainly not be renewed - During the remaining two or so months I made the choice to cancel the host end, then the wording suddenly threatened my property "domain name" bestestimate.com - then, charges, threats referring to the association, which again I would never agree to or have experienced anywhere and have owned may domains and hosted several and helped others as well in registering and hosting - even here, I just never noted that nor required any referrals.

  Anyhow - I'm certainly no stranger to this process and not my first time around this block either as noted initially, but, I don't want to diminish the corrective actions being implemented by ******** the solutions manager in our sorting though the muck. We've been communicating the current way forward in preserving my property, so in good faith, provided my goods renewed without flaw, monies are more easily disputed - all that said, seems to be road to honorably concluding, fortunately, my patients and good mannered conduct aided in the successful exchange with ******** - Lets not she or I point fingers on who dropped the ball - I'll confirm she, ******** is resolving the matter with the goal of no further impact to me, I've taken many steps but I'm not going to change my character - in the near term, should all settle and if as now being handled, I'm not out to acuse who, what or why, and she is just handling it not rather that making excuses. We can't undo, but if concludes as mentioned, which seems to be, then it will the issue leans to the side of satisfaction. in terms of rectifying, that is all we can do, and we, fortunately are both willing on that front, which is very important.