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:09/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early August 2023, I received an email from Ionos web hosting. (I am a professional web developer & have 75 domains & multiple hosting accts with Ionos to run my business.)lt stated that I had an outstanding balance & to contact Ionos to resolve the situation. I began an online chat only to have the representative try to make me prove that I was the account holder for the past due balance that they wanted to collect. I have never received any other indication of this outstanding balance. The CSR then put me through 20 minutes of providing email addresses, possible passwords, etc. None of my email addresses matched the acct. in question, so I said, "If you're using this active account to contact me, doesn't that prove that you have the right person?" They refused to give me any information on this account but, at the same time said that I was responsible for paying it. Through several more wasted hours, calls, and online chats, I discovered that this was an acct. that had been set up in approx. 2005/2006 for a previous business that I had and there was an outstanding balance on an old hosting or domain from that time. From what I can remember, a web developer at the time set that up for me, and I was completely unaware that there was a balance. Ionos still refused to give me specific information and I had to complete an acct. transfer form + send a pic of my ID, only to find out that the acct. was 16 yrs. old - & the email & cc on file were no longer valid. I asked for the amount so I could pay & continue running my business. They refused & said that I would have to wire them $75 to add any new services. It's ridiculous that they knew exactly who I was the entire time and how to get a hold of me, but chose to only contact me 16 years later to collect on a measly $75. I would have paid it years ago if I knew about it, and they're willing to lose a long time customer over it. Now, I have to hope they realize the error before I move to another company.

  

  Business Response

  Date: 09/13/2023

  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. 
  
  As part of our standard account management procedure, we would like to remind you that any outstanding debt must be satisfied before ordering new services. This policy helps us maintain the integrity of our services and ensures that we can continue to provide you with the highest level of support. We apologize for the delay in halting new orders as all notifications and communication related to your account is sent to the contact email associated with your account to ensure that you stay informed about your account status and any updates or changes that may occur. 
  
  We understand that this has been frustrating, and we are committed to improving our processes to ensure a smoother experience for you in the future. To facilitate this process, we have reviewed the account in question and as a courtesy, we cleared the debt and removed billing restrictions. This means that you are now eligible to establish new orders with us immediately.
  
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your understanding.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/13/2023

  [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:08/29/2023

  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've had a few domains over the years, and with this company to me, big mistake. Don't be fooled by their pricing, they will try to suck you into a never ending contract, and just take money out of you, regardless if you want to keep their services or not. Terrible, deceptive, and not honest. This tops the cake though. When you sign up for a domain, it's automatically renewed. No other company I've been apart of does this. When your domain is about to expire, they inform you, and let you decide. They DON'T. They will only notify you, 3 days before, and say 'hey, we are about to charge you' basically. And a lot of people forget, over a year, if they even still are using it. They know this, they don't care. They want your money, that's it. I had a domain I forgot about, didn't use anymore. I cancelled my payment on paypal. Called the company (that's the only way they'll let you get out of it). Told the lady I don't need it anymore, I want it cancelled. I don't want the renewal. She cancelled, it and everything, just so they know I don't want the renewal. And it's settled. All settled? Nope.... I keep getting emails, saying my payment failed, and now they are threatening me for my money! By sending my information to debt collectors. I cancelled this before the contract could even be renewed. And they are threatening me. Don't EVER get involved, they will try to bill you endlessly... Thank goodness I didn't give these crooks my debit card.

  

  Business Response

  Date: 08/29/2023

  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. 
  
  Upon review of your account, I do see that you called and requested that the account be canceled. The account was canceled by the teammate that you spoke with but it was the same day that you were invoiced. In turn, there was an attempt to charge. I was able to cancel the amount due on the account. You no longer have an amount due and it will not be passed to collections. Please allow about 1-2 business days for the balance to clear from your account. You will get an automated credit confirmation for your records, this is showing that the invoice has been canceled. 
  
  Additionally, I sent you an email to the email address that we have on file, if you have any questions, please feel free to reply directly to that email. 
  
  Thank you, 
  ****, IONOS 
  

• Initial Complaint

  Date:08/25/2023

  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.

  After various warnings to the 1and1 Customer Support team regarding hacking attempts.The 1and1 webspace was hacked infecting various websites.1and1 client supports suggestion was to delete the infected files and use the 1and1 file recovery backup system to reinstall the files.About 20% into the File Recovery the 1and1 system crashed, freezing and not recovering the deleted files.Account is in risk of complete loss of data due to errors in the 1and1 system.The File Recovery option has been uppdating for over 48 hours without any new files being recovered.1and1 acknowledges the error but doesnt offer a solution.7 businesses and ranked ****** sites are effected without a solution from 1and1.

  

  Business Response

  Date: 09/06/2023

  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.
  
  At IONOS, we place a high priority on online security. In order to safeguard you from potential hacker threats, our antivirus scanner diligently examines every file in your webspace that is either modified or uploaded. If any malicious code is detected, the file's execution is disabled to prevent further attacks. Additionally, we promptly send an email notification to the address on file, including detailed instructions on how to address the issue and restore security to your website.
  
  The duration required to restore data depends on the volume of data involved. If it takes 48 hours to complete the restoration, it typically indicates a significant amount of data or data that exceeds the available space for restoration. Unfortunately, our ability to assist further may be limited if the information provided in this review is not linked to your account. We are eager to address your concerns more comprehensively, so please don't hesitate to reach out to us directly via email at [email protected].
  
  Once again, we greatly appreciate your valuable feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:08/25/2023

  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.

  The credit card we had on autopay for our domain expired which triggered a 30-day redemption period followed by a 5-day deletion phase before it would be released to the public. The "missed payment notification" emails went to an obsolete email of ours so by the time we realized this was happening our domain was in the 5-day deletion phase, so I called IONOS and the customer service agent never mentioned that it was in the 5-day deletion phase, she instead told us we needed to wait 14 days and then call back to customer service to get our domain reinstated. On the 14th day we called them back only to find out our domain was sold 10 days ago to a domain reseller that now wants $3295.00 for our domain! After multiple calls to IONOS customer service over a 7-day period and finally working my way up to the Executive Solutions Team, they listened to the recording of my original call with the agent that said I needed to wait 14 days and they admitted that was inaccurate information on how to reinstate/repurchase our domain, they then proceeded to tell me how they would address it with that agent and offered me $50 towards future services with IONOS! (ya...no joke) We have boxes full of invoices, business cards and other company forms all with that domain already printed on them, not to mention all the customers, contractors and stores that currently use this domain address for our business, plus we are losing money daily with our website down while waiting for IONOS to return calls/emails etc! They need to take responsibility for their mistake and purchase our domain name back!

  

  Business Response

  Date: 08/29/2023

  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 wish we could offer a more favorable resolution, we must adhere to the strict guidelines established by ICANN, the global domain name authority.
  
  At IONOS, our commitment to customer satisfaction is paramount, and I want to extend my heartfelt apologies for any inconvenience that may have arisen due to the inaccurate information provided by our support team during your initial inquiry. It is our priority to ensure that our customers receive accurate and reliable information in every interaction.
  
  In accordance with ICANN's policies, the process of domain cancellation follows specific guidelines. A domain name must be removed within 45 days either after the registrar or the registrant terminates a registration agreement. In your particular case, the domain's non-renewal led to its designation for cancellation. Subsequently, it entered what's known as the "redemption period." After the redemption period concludes, the domain will be removed from our system and become available for public purchase. 

  We understand the importance of owning a domain and the desire for transparency in such matters. As part of our commitment to transparency, we send multiple notifications to the email address on record before proceeding with the deletion process. We want to stress that it remains the responsibility of the customer to manage their account, which includes keeping payment methods updated and staying informed about renewal dates.
  
  We sincerely apologize for any disruption this situation has caused, and we value your input immensely. Your feedback helps us improve our processes and enhance the quality of our services. We recognize the significance of a domain and its impact on your online presence, and we regret any inconvenience you may have experienced as a result of this situation.
  
  Thank you once again for taking the time to provide your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/06/2023

  Complaint: ********
  
  Yes, the declined credit card payment and obsolete email we had on file was our fault and we understand that. The 5 emails we have received from Ionos going into great detail about that part of this incident are unnecessary and have nothing to do with the incorrect information your customer service agent gave us just before our domain was to be released to the public!
  
  When I realized the website was down and I called Ionos, your customer service agent told us that the 30-day redemption period had just finished and proceeded to specifically tell us to call back in 14 days to get our domain back. (unknown to us our domain was released to the public 3 days after this call) This phone call has been verified by your Executive Solutions Team who listened to the tape of the call. 
  

  *****

  

  Business Response

  Date: 09/14/2023

  Dear *************************,
  
  We genuinely regret the inconvenience you experienced regarding the domain release process.
  
  We acknowledge your frustration and understand that accurate information about the impending release date of your domain would have allowed you to take timely action to secure it. However, it's essential to clarify that once a domain enters its deletion state, the exact date of release becomes uncertain, as it ultimately lies within the discretion of the registry. We aim to provide the most accurate and up-to-date information, but this particular aspect can be challenging to predict.
  
  It's important to note that DropCatch.com (current registrar) employs a comprehensive strategy to swiftly acquire domains, leveraging fast infrastructure, multiple registrar accounts, advanced software, a skilled team, participation in auctions, a strong industry reputation, API integration, 24/7 monitoring, and strict compliance with legal and industry standards. These tactics are designed to enhance success rates in acquiring valuable domains. While there are no guarantees, sophisticated domain acquisition systems are exceptionally challenging to outmatch.
  
  Once again, we apologize for any disruption this situation has caused. We understand the importance of a domain and how it influences your online presence. We apologize for any inconvenience this situation may have caused you.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 09/19/2023

  [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: ********
  
  The misinformation I received from Ionos was part of  the reason I lost thousands of dollars, therefore I am rejecting this response because there is no offer for partial compensation. 
  
  Regards,
  
  *************************
  

  Customer Answer

  Date: 10/11/2023

  I would like to know why my complaint is not posted on the Better Business Bureau website?

   

  *****

• Initial Complaint

  Date:08/24/2023

  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.

  On August 20, 2023 this company submitted a $140.00 charge on my credit card.I have never done business with this company.I contacted this company today using their chat service and they told me that this charge did not have my name on it, just my credit card number.So this company submitted this charge with someone else's name, using my card number.This company is obviously using NO anti-fraud protections and cannot be trusted.I will be reporting this to my bank as a fraudulent charge.

  

  Business Response

  Date: 09/05/2023

  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 the importance of security in online transactions and take this matter very seriously. I want to assure you that every order placed with us goes through a rigorous verification process to ensure the safety and security of both our customers and our platform. Your vigilance in holding us accountable for these standards is greatly appreciated, as it contributes to maintaining a safer online community for everyone.
  
  Regrettably, the details provided in the review are inadequate for us to accurately identify the account in question and provide effective assistance. We welcome the chance to delve deeper into your concerns, so please feel free to contact us directly via email at [email protected]..
  
  Again, we appreciate you taking the time to provide your feedback. 
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/18/2023

  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 allows me to place an order and they take payment and then I go to work on my account and then I go to add a domain to my account and I get "You do not have permission to access this page We are sorry, unfortunately, you do not have permission to access this page.Please contact our Customer Support. We will solve the problem as soon as possible."So this business takes money but then cannot access account this is illegal to do!

  

  Business Response

  Date: 08/18/2023

  Dear ***************************, 
  
  Customer satisfaction is our top priority, and we appreciate your inquiry and the opportunity to address your concerns regarding the processing of orders and the status of your requested service. Our commitment to maintaining the security and integrity of our services is paramount, and we strive to provide clear communication throughout the process.
  
  Upon receiving an order, we have a thorough security and verification process in place, which can take up to 24 hours to complete. Once an account is approved and the designated webspace is allocated, a contract confirmation email is sent to the email address provided during the order placement.
  
  Regrettably, we are unable to proceed with the requested service at this time due to an unresolved financial matter involving outstanding debts associated with your account. In order to move forward and proceed with the service activation, it is imperative to address this situation promptly.
  
  An email containing further details and instructions has been sent to the email address linked to your account. Please refer to this email for additional information and guidance on the necessary actions to be taken.
  
  Please note that we have not received any payment for the service ordered at this time. 
  
  We value your interest in our services and are committed to working with you to find a satisfactory resolution. If you have any further questions or require assistance, please do not hesitate to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Thank you for your understanding and cooperation.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:08/15/2023

  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.

  Domain name and domain guard for $1.00 each for 1 year through ******. They state that it is an automatic renewal. I didn't use the domain name and forgot about it. I do go through ****** and cancel auto pay for companies I don't wish to renew. I had done this early in the contract and then had forgotten about it. Prior to the due date of June 11, 2023, IONOS sent no email or correspondence warning about the contract ending, nor provided information about how to go to the account to cancel autopay and cancel the contract. No warnings whatsoever. The first I heard was June 13, 2023 stating the payment for $32 had failed. I received several emails stating: "If the invoice is more than 15 days past due, we reserve the right, in accordance with our General Terms and Conditions, to limit or refuse our services and, if necessary, to terminate the entire contract without notice even without prior deactivation. You will then lose all services associated with it, including domains." I didn't want to continue with them anyway and ignored the emails assuming that they would "terminate the entire contract" as stated. In the first three emails, nothing was said about sending the demand to a collection agency. On July 18, they emailed, "We have now locked your contract. If payment is not made, we will forward the case to a collection agency within the next 7 days. Please note that this may incur additional charges. In addition, your contract will be flagged for cancellation and will not be recoverable once cancelled." That same day, July 18, I called them and canceled my contract. Even after doing that, a collections company is still demanding the outstanding balance. They don't provide any warning then claim you still owe the money. I spoke to billing and they sent this: "You are not under any obligation to remit payment, however, the payment will remain due and would be required if you want to set up new services in the future." Shady business practice.

  

  Business Response

  Date: 08/18/2023

  Dear *****************************,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I apologize for any confusion that may have arisen regarding the automatic renewal of our services. We value your feedback and are committed to ensuring a clear and transparent experience for our customers.
  
  We would like to clarify that all of our services are set to automatically renew as outlined in our terms and conditions, which are clearly communicated during the order process and detailed on the order confirmation sent to the email address on file at the time of your order. Furthermore, our customers receive an automatic renewal notice through their control panel, along with subsequent payment reminders, to provide ample time for any necessary actions.
  
  In accordance with our standard procedure, any fees associated with the automatic renewal are considered valid and due, as there was no cancellation request or completion prior to the renewal date. However, as a one-time courtesy, we have taken the initiative to clear the balance due in this specific instance.
  
  It's important to note that, as part of our commitment to fair practices, any outstanding balance is only transferred to collections when it remains overdue for more than 60 days within our system. We have also established clear stipulations with the collection agency to ensure that such actions have no impact on the customer's credit history and are not reported to credit bureaus.
  
  We appreciate your understanding and thank you for the opportunity to address this matter. If you have any further questions or require additional information, please do not hesitate to reach out to us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 08/22/2023

  [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:08/09/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 8/2/2023 The amount of money you paid the business: $2,595.00 What the business committed to provide you: $10/year and $17/year after that.What the nature of the dispute is: 3 separate IONOS employees lied about the transaction that was made and told me that I would not be charged and that the transaction was never completed and not to worry. Please note when I had called and spoke to the first agent and at what point the very first proof or history of this transaction was available to me 12 hours later. Even the phone representative said there was nothing showing in my account history of a purchase and that the transaction was cancelled by the seller. Just verify these conversations via phone if you continue to choose to assume there are inconsistencies in my statements. The fact that 3 representatives agreed to send me emails to provide me proof that the transaction was not going through and never did shows that IONOS uses 3rd party companies that use the method of promising and not providing any proof or follow-up emails stating what we discussed which alone is very shady in my opinion. How is someone like me able to win an argument with you when you have all the facts recorded via transcripts and conversation and I'm going out of my memory of a moment that I did not think I had to defend because of false promises from a team of IONOS employees.[Thu, Aug 2, 2023 at 12:20 PM] I originally called IONOS at 12:20pm for 24 minutes.[Thu, Aug 3, 2023 at 12:04?AM] Your Order Confirmation for the Domain werprints.com IONOS had many hours to cancel this transaction in error but ignored my requests followed with many false claims of hope.Whether or not the business has tried to resolve the problem: No.Account/order/tracking number: Contract ID: ********

  

  Business Response

  Date: 08/18/2023

  Dear *******************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I would like to extend our sincerest apologies for any confusion that may have arisen due to inconsistencies in the information provided regarding our premium domain sales. Our commitment to transparent and ethical business practices remains unwavering, and we deeply regret any inconvenience this situation may have caused.
  
  As stated clearly in our terms and conditions, premium domain sales are typically considered final, and this policy is consistently emphasized throughout the entire order process. However, we recognize the unique circumstances surrounding your case.
  
  In an effort to address your concerns and uphold our commitment to customer satisfaction, we have made an exception in this instance. We have taken the step of reversing the associated invoice as a one-time courtesy gesture.
  
  I am pleased to confirm that the refund for the specified transaction has been successfully processed back to the payment method on record. You can expect to see the refunded amount reflected in your records shortly. If there are any unexpected delays or further questions regarding the refund process, please do not hesitate to reach out to us directly.
  
  We value your feedback and take this opportunity to improve our communication and processes. Thank you for bringing this matter to our attention, and we assure you that we are continuously working to enhance our customer experience.
  
  Once again, we apologize for any confusion and inconvenience, and we appreciate your understanding in this matter. If you require any additional information or assistance, 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: 08/22/2023

  [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:07/29/2023

  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 keeps charging me for some PHP support that I never signed up for. I have been charged my last few invoices, and I am demanding a refund and for this company to stop charging me. They are making millions from customers by imposing these fraudulent fees. I am typing this while I am waiting on the phone for the so-called customer rep to get a supervisor for me. He put me on the phone, and remained silent for over 40 minutes, just to torture me until I give up and hang up.

  

  Business Response

  Date: 08/10/2023

  Dear *******************************, 
  
  We value your satisfaction and sincerely apologize for not meeting your expectations. Your feedback is invaluable in helping us improve our products and services. The industry's evolving nature drives the continuous development of new PHP versions. When an older PHP version becomes obsolete, both the product developer and the PHP community cease their support for that version. Consequently, these outdated PHP versions become susceptible to vulnerabilities, prompting our company to assume the responsibility of maintaining them and incurring associated costs. Hence, the PHP Extended Support feature is introduced, along with corresponding charges, for customers who opt to retain older PHP versions instead of upgrading to the latest releases.
  We strive to ensure transparency and provided advance email notifications before invoicing, detailing these charges. Notifications were sent to your registered email address and notification center in your control panel on February 21, 2023. To prevent such fees, we recommend updating PHP versions promptly. Thank you again for your feedback. If you have further queries, contact our Executive Solutions Team at [email protected]. Your satisfaction remains our priority.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:07/28/2023

  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 attempted to purchase hosting through IONOS at their advertised yearly price of $12/yr. After the purchase, they attempted to continue to charge me this price MONTHLY. The price is clearly advertised here *************************************************************************************************************************************************************************************************************************************************************************************************** at $1/mo or $12/yr. after the second charge, I disputed the charge through my bank and cancelled the product through IONOS. Now, they've sent me a bill for $159.93 and are selling the debt to a collection company even though I never even used any product, recieved anything, or agreed to this charge. These people should be thrown in jail for extorting people with false advertising and then wrongly selling the debt.

  

  Business Response

  Date: 08/09/2023

  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 the importance of transparency and want to ensure that all aspects of our service are clearly communicated. We'd like to clarify that the automatic renewal of services is in line with the terms of service that were agreed upon at the time of your initial order. We take our commitment to providing reliable and consistent services seriously.
  
  Regarding the renewal price, we can confirm that it accurately reflects the details outlined in the order confirmation email sent to you in June 2022. We strive to maintain accurate and up-to-date communication with our valued customers.
  
  To resolve your concerns, we have sent an email to the email address associated with your account. Kindly review and respond directly to this email, as it will allow us to work towards a satisfactory resolution tailored to your needs.
  
  Additionally, we would like to assure you that when a balance is transferred to collections, we have a stipulation in place with the collection agency. This stipulation ensures that the matter has no impact on your credit history and is not reported to credit bureaus. Your financial well-being is of utmost importance to us, and we take proactive steps to protect it.
  
  Your satisfaction is our priority, and we are committed to addressing your concerns in the most effective manner possible. Thank you for your understanding.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************