Complaints

This profile includes complaints for IONOS, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

IONOS, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:11/27/2023

  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.

  On Thanksgiving evening a customer told me that my website was down. I checked, and sure enough it was. This is my business site and the holidays are not a good time for it to be down! I immediately called 1&1 to ask why NONE of my domains, including my business domain, were under my account anymore. The person I spoke to had to look into the issue for about ten minutes, and couldn't give me an answer. I RECENTLY paid for three new domains for an upcoming business, they were not under my account. I proceeded to call back on Friday and Saturday, and those calls similarly went nowhere. Someone named ***** e-mailed me and said she could help create a new contract, but needed to know what all of my domains were (and this is a webhosting company I have been using for over a decade!!!!). Still, I thought she was trying to help, so I emailed her back. When I finally did got a response over 24 hours later, she said she couldn't help me, she was "just in contracts". So I called yet again, and all I was told was that my contract was cancelled due to "malware on my site". Only two of the ten or so domains I have were associated with an actual website, and there was never any indication of malware on my end or any suggestions about what to do about it. They just took my money and cancelled without warning. I have an online handmade business, and I missed Small Business Saturday and Cyber Monday due to my website not being operational. My last communication with IONOS was that it could take them at least 72 hours to "investigate". Meanwhile, there are about ten domains, that include my business name and my name and I do not have access to them. I PAID FOR THEM. My merchant account was suspended by ****** due to having a "parked" domain, and customers are panicking and not able to pay invoices. IONOS has HORRIBLE customer service - everyone passes the buck and NO ANSWERS or SOLUTIONS! I spent Thanksgiving weekend worried sick.

  

  Business Response

  Date: 12/07/2023

  Dear *************************************, 
  
  Ensuring customer satisfaction is our utmost priority, and I want to express sincere apologies on behalf of IONOS for the fact that your experience with our company did not meet your expectations. Your feedback is highly valuable to us, and we appreciate you taking the time to share it. Direct input from customers is a crucial resource, guiding us in focusing on the aspects of our products and services that require the most attention.
  
  Upon reviewing our records, it appears that your concerns were recently addressed by our Executive Solutions Team, who provided comprehensive information via email on November 30, 2023. At IONOS, we place a significant emphasis on internet security, and we deeply regret any inconvenience caused. We can confirm that the domains in question have been successfully restored, transferred to the requested registrar, and refunds have been processed to the payment method on file. Our Quality Assurance team is actively reviewing the situation to provide feedback, ensuring that similar incidents are avoided in the future.
  
  Once again, we apologize for any inconvenience you've experienced, and we appreciate your understanding as we work to improve our services.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************
  

• Initial Complaint

  Date:11/26/2023

  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.

  Hello, I want to be refunded for these empty contracts I was charged for. When a contract no longer has a domain or service associated with it, customers should not continue to be charged for services they are no longer using. I believe this is a highly unethical possibly illegal practice and I will go to the Pennsylvania Attorney General and News Media if this is not resolved. Below is a summary of the contract charges I want refunded based upon the dates your representative told me services were no longer associated. Web Hosting Business ******** - Empty contract for ************************.com since 3/29/2023 $117.76 owed 1&1 Unlimited (12 months term) ******** - Empty contract for ************.com since 11/20/2019 $22.26 $22.26 $22.26 $22.26 $100.24 $22.26 $22.26 $22.26 $22.26 $99.24 $22.26 $22.26 $22.26 = $444.34 owed 1&1 Unlimited (12 months term) ******** - No domain associated for **************.com since 5/14/2023 $17.42 $39.68 $17.42 $17.42 $39.68 $18.90 = owed $150.52 Instant SSL ******** - Not in use for *****.**************.com/ since 10/20/2022 $29.99 $29.99 = owed $59.98 1&1 Unlimited ******** - No domain associated for ****-**************.com since 10/20/2022 $105.11 $17.42 $17.42 $17.42 $67.41 $17.42 $17.42 $25.60 $25.60 $25.60 $25.60 $25.60 $152.16 = owed $539.78 $1,312.38 total owed minus $215.95 in November 2013 credits = $1,096.43 in credits still owed Thank you

  

  Business Response

  Date: 12/01/2023

  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. 
  
  We'd like to clarify our billing policies to ensure a better understanding. The services in question are billed based on the allocation of resources, as outlined in our terms and conditions. This means that charges are incurred as per the resources allocated, rather than on actual usage. Additionally, our terms stipulate that services will continue to be billed unless a termination is processed with explicit permission from the customer.
  
  While we strive to assist to the best of our ability, it remains the customer's responsibility to oversee account management, including the cancellation of any undesired services. It's important to note that our services will not be automatically terminated if a specific feature, such as a domain, becomes inactive. We can confirm that the noted services have been terminated as per your request on Nov 5, 2023. Prorated refunds have been processed based on the termination date.
  
  We understand that this may not fully address the resolution you are seeking, and we sincerely regret any dissatisfaction caused. We remain committed to providing excellent service, and your feedback helps us refine our processes to serve you better in the future. We acknowledge the importance of transparent communication, and we constantly work to ensure that information is shared as effectively as possible. IONOS sends account notifications such as invoices, contract and account updates, etc. to the email address on file along with notification center of the control panel.
  
  If there are further details or specific aspects you would like to discuss, please feel free to reach out to our Executive Solutions team at [email protected]. We are here to assist you and address any additional concerns you may have.
  
  Once again, we appreciate your feedback, and we apologize for any inconvenience you've experienced. Thank you for your understanding.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 12/03/2023

  Since you refuse to refund me I'll be contacting the Pennsylvania Attorney General.

  Customer Answer

  Date: 12/04/2023

  [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 was charged for canceled services and want a full refund. I have filed disputes in the total amount owed of $1,096.43 with my credit card company.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:11/20/2023

  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 received a charge to my debit account for $22.10 a few weeks ago on November 12, 2023, which over drafted my account. I have never had an account with IONOS and I had never heard of them up until the point of this strange charge on my debit account. I do not advertise anything online, therefore I would not need a website. I immediately deactivated my debit card and had to get a new one sent, which should have stopped the charge from being processed, but my money was still removed from my account. I tried to dispute the charge and have it removed/refunded, but it will take weeks and weeks to get my money back. So I'm guessing that my bank account was hacked into. I am already working too hard for my small paycheck and then I have to deal with people stealing my money.

  

  Business Response

  Date: 12/07/2023

  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 is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  We want to assure you that we take internet security very seriously. In our efforts to assist you further, we have diligently reviewed the information provided, but unfortunately, we are unable to locate the specific transaction in question.
  
  We've attempted to reach you at the telephone number listed in your complaint without success. To ensure we address your concerns promptly, could you please contact our team directly at [email protected] This will enable us to gather additional details and provide you with the assistance you need.
  
  Thank you for your understanding, and we appreciate your patience as we work towards resolving this matter.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************
  

• Initial Complaint

  Date:11/17/2023

  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.

  I have cancelled the account after prepaying for a year. They are sending threatening letters to me about payment for the upcoming second year for which I already canceled and did not use. Upon investigation this company has a history of this. Threats for collection for services canceled and not rendered is ridiculous. I have also emailed them to no avail and confirmed the cancelation on the account pages.

  

  Business Response

  Date: 11/22/2023

  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. 
  
  We understand that receiving a notice about an overdue balance for a service believed to have been terminated can cause frustration. We want to assure you that IONOS does not charge for services that have been cancelled. Once a service is terminated, a confirmation email is sent to the registered email address, confirming the termination request and its effective date. In instances where termination was not processed, invoices will continue to generate. It's important to note that canceling a specific feature, such as a domain, does not terminate the entire contract, as contracts can house multiple features. This specific information is outlined in the confirmation email for feature cancellations. For more information on how to cancel an IONOS service, please visit: ****************************************************************************************************************
  
  We have sent an email to the email address on file for your account. At your earliest convenience please review and respond directly to the email for further assistance. Alternatively, please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/16/2023

  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.

  This company is trying to threaten me into paying more money. I signed up for their services in Oct 2022 and it was to be billed annually. I had it set up to pay automatic payments through ******. I have cancelled this automatic payment months ago way before 1 year mark and am not responsible for paying any more. IONOS has been sending me way too many emails saying I owe another $17 to them and are threatening to send it to collections. I do not owe them money. This company is illegally trying to force me to pay more money even after I cancelled.

  

  Business Response

  Date: 11/21/2023

  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. 
  
  Terminating a billing agreement via ****** does not result in the cancellation of the corresponding service with IONOS. Instead, it simply disables the option to utilize ****** as the payment method for the IONOS account. Given the nature of our services, all IONOS services are configured to renew automatically. To terminate a service or avoid its automatic extension at the end of the term, deactivate the automatic renewal option within the control panel. The contract term then automatically ends on the date specified. You can disable the renewal option up to 72 hours before the end of the current term. For more information on how to cancel an IONOS service, please visit: ****************************************************************************************************************
  
  We have sent an email to the email address on file for your account. At your earliest convenience please review and respond directly to the email for further assistance. Alternatively, please feel free to contact us here in the Executive Solutions Team via email to:  [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/06/2023

  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.

  This company started charging for addons that weren't requested. This includes php support and website builder. This is on a plan that was basic domain reg only. When the charge started to get denied they have turned off email hosting for another domain and wasted 30+ minutes on the phone without doing anything other than reading the invoice.

  

  Business Response

  Date: 11/21/2023

  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 our team has recently addressed your concerns and the features in question have been terminated and recent costs incurred have been reversed. For clarity IONOS, does not bill for services without providing information regarding the service and the ability to terminate the service if the service is not required. All notices are sent to the email address on file for the account well in advance of any fees being assessed for the service. IONOS is committed to transparency and delivering competitive and secure services to our valued customers.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/04/2023

  Type:Service or Repair 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 signed up for Ionos's Email Marketing over 5 days ago, so I can send bulk emails, and it still doesn't work. They keep telling me that sendout domain needs to be updated, which I did 5 days ago, and every time I call I get a different response. Today they told me that I never changed the sendout domain (WHICH I DID) and that they'd like to do it for me over the phone. I told them NO, because it will start the process all over again and I don't want to waste another week. Black Friday is coming up and they are costing me money every single day I can't send out my bulk emails. This company is horrible. Someone tell me what is going on. I signed up for the 10,000 a month email package and every day they are costing me 333 emails, that's $1,500 emails down the drain and counting!

  

  Business Response

  Date: 11/15/2023

  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 the domain connection concerns have been addressed prior to submitting your complaint to the Better Business Bureau. Once the domain was properly updated the service was available for use. We have sent an email to the email address on file with additional information regarding your Email Marketing service. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 11/16/2023

  [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:11/03/2023

  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.

  Dear Better Business Bureau, I would like to file a complaint against the web hosting company IONOS regarding inconsistent and misleading billing practices. I have been a customer with IONOS for over 4 years, but despite being a long-time customer, I have been getting charged higher rates compared to what is advertised on their website. Specifically, IONOS currently advertises their WordPress hosting plans for $15/month including a free domain name. However, my monthly invoices show I have been charged $8-10 per month for the same WordPress plan, plus an additional yearly fee for domain registration. This has been ongoing for over a year based on the attached invoice records I am providing. IONOS continues to advertise these lower WordPress hosting rates publicly to acquire new customers, but does not honor those same rates for existing customers like myself. I have made multiple attempts to contact their support team to get my billing adjusted to the current rates, but they refuse to do so. I believe this is a deceptive business practice, where they lure in new customers with advertised pricing but then do not live up to those same rates. As an existing customer for many years, I should be entitled to the same published pricing they offer to new sign-ups. I have attached invoice records spanning the last 1-2 years clearly showing these billing discrepancies. IONOS should honor their advertised WordPress hosting pricing for all customers, not just new sign-ups. I would appreciate the BBB looking into this complaint of unfair and inconsistent billing practices. Thank you,*********************

  

  Business Response

  Date: 11/15/2023

  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. We value the opportunity to address your inquiries and assist you with any concerns regarding the promotional offers and billing details associated with your IONOS services.

  We want to emphasize that our services are subject to various promotional offers available at the time of the order, all of which are clearly defined on our website. We prioritize transparency in our dealings, and therefore, all orders with IONOS are accompanied by an order confirmation and a contract confirmation shortly thereafter.
  
  The order confirmation provides detailed information, including the service ordered, promotional rate, renewal rate, and billing terms. Moreover, each invoice outlines the services ordered along with their current prices. Please note that promotional offers are subject to change, and as an existing customer, you can access certain promotions within your control panel when available.
  
  All communications regarding your account are sent to the email address on file and are available in the notification center of the control panel. We apologize for any confusion that may have arisen if the contract terms outlined at the time of the order and in the order confirmation differ from the amount you have been billed.
  
  If you find discrepancies or have further questions, please reach out to our team at [email protected], and we will gladly review and assist you further. Your satisfaction is our priority, and we are committed to resolving any concerns you may have.
  
  Once again, we apologize for any inconvenience, and we appreciate your time in sharing your feedback with us.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/31/2023

  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.

  This business advertised low prices at the start. $7/year for a .org, but what they don't tell you is that you are also paying special fees. After one year the $7 goes to 20, sure ok. But the total bill comes out to $85. Why? Because suprise theyve also added in we building software that you can not cancel without cancelling the website Ove the single year I had this service I had received several spam calls from them on lones with no caller id of any kind, regardless of me telling them to not call me, asking me to upgrade my plan. This has lead me to reporting them for do not call violations as well. Upon finally getting the option to cancel, I was forced to call them to cancel, where I ended up being hung up on twice, then put on hold, and hung up on again. I would highly recommend, as it shows by everyone else. You go elsewhere with your business. Especially since they are apparently charging $65/year for a website builder that gives you no customization options other than what the words say. And what pictures there are.

  

  Business Response

  Date: 11/06/2023

  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.

  While we aim to help the best we can, we are limited in the type of assistance we can provide as the email address you are using is not associated with the IONOS account in question. For security purposes we can only make changes on the account or provide account specific information when contacted by the designated email address on file for the account. However, we value tranparancy and as such all orders with IONOS provide an order confirmation along with a contract confirmation shortly after. The order confirmation lists the service ordered, the promotional rate and renewal rate and terms of billing. In addition, all invoices provide the service ordered and lists the current price of each service. If the information provided to you within the order confirmation differs from the amount you have been billed, please reach out to our team at  [email protected] as we will be more than happy to review and assist you further.

  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:10/27/2023

  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.

  Wednesday Oct 25th, 2023: Called into 1and1 hosting dept, spoke with a Tier 1 rep. Explained in great detail what I needed done. She provided info back to me that proved to be incorrect and now for 48 hours later, I have no website. This means I will be asking for a refund. Amount TBD based on how long this takes. ***********************************************************************************************************************Friday Oct 27th, 2023: Called back as I am still without the issue being addressed and now 24 hours PAST the promised time the issue would be resolved. *************************************************************************************************************************Had to call in 3x asking to speak with a supervisor only to be told by the 3rd Tier 1 rep that ALL the supervisors were in a meeting and no one was available to take my call.

  

  Business Response

  Date: 11/06/2023

  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 was a pleasure speaking with you, and we genuinely thank you for your patience as we diligently worked to address your concerns. We want to confirm that your request was successfully executed as originally planned on October 25th. However, it came to our attention that the SSL configuration was not in place for the domain. This situation led to specific web browsers enforcing SSL/TLS policies. Notably, browsers like Google Chrome, Mozilla Firefox, and other widely-used ones have taken measures to flag non-HTTPS websites as "Not Secure" in their address bars.
  
  We are pleased to inform you that we have since enabled SSL and updated the domain forwarding. Consequently, the website is now accessible on all web browsers without any issues.
  
  Your feedback is valuable to us, and we have promptly forwarded it to our management team. This will assist us in enhancing the quality of our services and in tailoring them to better align with the desires and requirements of our valued customers. Once again, we thank you for your feedback and 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.
  *************************************