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:05/20/2023

  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.

  The company has inserted an email address of it's own in my registration for my Internet domain and thus is preventing me from transferring the domain. I first chatted with someone, that said it couldn't be removed and was simply a mask for my own email address for privacy but after I tested that they admitted it wasn't true. I called and that person told me it just takes a couple hours for the registration to update with my email address. that was over a week ago & still no change. I called today and was disconnected while holding for a supervisor after holding a long time to get anyone. I don't know what I can do to get them to facilitate my transfer. They have no right not to

  

  Business Response

  Date: 05/29/2023

  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. 
  
  According to our records our support team along with our team have provided you all the information necessary to sucessfully transfer your domain nobssports.com to an alternate registrar. While we understand that the transfer process can be confusing, I would like to reiiterate that IONOS was not, and is not, preventing a transfer from taking place. Your domain remains eligible for transfer, using the authorization code provided. This can be processed on your end at any time, and as previously mentioned, the information that is displayed in a public WHOIS database will not affect the transfer process.
  
  We can only recommend that you start the transfer process at your new registrar. Once a transfer is started, it can take 5-7 days if no further action is taken, or you may approve the transfer through an email to the registrant contact email address as listed in your Control Panel. If you encounter any issues after a transfer is started, then we can troubleshoot further. Without a transfer being started at your new registrar, there are no additional steps we can take to help facilitate your transfer.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  Again, we apologize for the inconvenience caused, appreciate your patience and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 06/05/2023

  [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:
  

  Simply put, what they are saying is not true. They are asking me to certify that I have access to an email address that I do not. They replaced my email address in the records with one of their own and for two weeks refused to remove it, saying it could not be done. They have now removed it from one field, but they have yet to remove it from the others.

  When a domain is transferred the new registrar sends an email to the address on record to get approval for the transfer so they ask you to certify that they have access to that address before allowing you to continue.
  

  The registrar I am transferring to confirms what the issue is:

  "******** (***************)
  Jun 2, 2023, 10:12 AM EDT
  Hello ******,
   
  I reviewed the whois details for **********.com and the owner details were updated, but the administrative and technical contacts also need to be updated as the domain transfer request uses the admin contact details:"

  Ionos has been disingenuous through the entire process
  
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 06/06/2023

  Dear *******************************, 
  
  IONOS is in no way preventing the transfer of your domain(s) to an alternate registrar. As previously described by our team, the private registration was removed in order to remove the transfer lock and enable the transfer of the domain. The information remained redacted on the WhoIs Registry as IONOS is an international company and follows the guidelines set forth by GDRP. You are able to confirm the registrant's contact information by accessing your Control Panel-> Domains & SSL-> Privacy & Contact Details. The Admin C information displayed in this area is where any email correspondence for transfer will be sent. An depth explanation for our transfer process has been sent to the email address on file and for additional information please review our help center article here: ************************************************************************************************************************************************************************************************************************************;
  In addition, we have made a special request to have the registrant information visible on the WhoIs Registry and should you wish to have your remaining domains registrant details visible as well, please respond directly to our team's recent email. 
  

  We appreciate your understanding and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 06/16/2023

  [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:
  

  First they claimed they could not change the contact information, Then they changed part of it but when I forwarded email from the registrar I am trying to transfer to, explaining that needed to change the other contact fields as well, they started responding only with canned messages.
  

  They have given conflicting messages from the start and now are just ignoring the issue. They don't want to acknowledge their mistakes and fix this problem. Its incredible

  I have attached screenshots of emails from the registrar I am attempting to transfer to showing that Ionos lied and did not remove privacy and still have their address in contact fields for my domain. I forwarded these emails to Ionos but they are not responding
  Regards,
  
  ***************************
  

  

  Business Response

  Date: 07/04/2023

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

  According to our records we have not received a response from you since the 7th regarding the domains in which you wish to remove privacy and allow the information to be listed in the WhoIs registry for public access. Please note, all domain transfer out of IONOS follow the same procedure and do not require your contact information to be listed on the WhoIs, as the privacy has been removed internally, all inquiries and transfer acknowledgements will be sent to the email listed as the Reg/Admin C in the domain center of your control panel. 

  At your earliest convenience please reach out to [email protected] with the names of the domains you wish to remove the privacy in it's entirety and we will forward the information to appropriate back end team to process your request as this is out of our standard transfer process. For information on our standard transfer process please follow this link:  please review our help center article here ************************************************************************************************************************************************************************************************************************************;

  Please note, the ability to mask your contact details during registration and transfer helps to avoid unwanted solicitations from independent web designers, domain inquiries, other service providers etc directly to your contact email listed for each domain. This process is in no way hindering the ability to transfer the domain to an alternate registrar, rather in place due to guidelines set by GDPR and IONOS to help keep our customer's contact information private and secure. 

  We look forward to your email to [email protected] and we appreciate your understanding. 
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 07/15/2023

  [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:
  
  As both the registrar I was transferring to, and, I have explained multiple times now, why it required that my email address appear as the contacts for the domain

  A confirmation that needs a reply for the transfer to complete is sent to the email address on whois

  Even if I trusted you, which I no longer do, to forward that email to me, it doesn't help because the reply has to come from the email address in the contact. Whoever controls the email address controls ownership of the domain and the only way to change then email address is from that email address
  

  Every time I want to transfer, we are going to have this battle apparently because Ionos has refused to deal honestly with me and refuse to do what is necessary to transfer the domain. By refusing to replace your email with mine, you are hijacking my domain
   Regards,
  ***************************
  

• Initial Complaint

  Date:05/09/2023

  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.

  Today I received an email from IONOS stating I owe $17 or my account, contract # ******** will be sent to collections. Several months, (last year 2022) ago I canceled my account with IONOS. Even though I canceled my account, I continue receiving these emails. I would like to make sure IONOS stops billing me and that they actually do cancel my account. I can no longer login to view my account as my account has been canceled. 

  

  Business Response

  Date: 05/12/2023

  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. 
  
  Please note, as per Section 4.9 of our terms and conditions, the fees for domain registrations/renewals are non-refundable. According to our records we received your request to terminate the service on the date of renewal and invoice. As IONOS sends 2 domain renewal notifications to your control panel message board prior to invoicing for any domain renewal, followed by the invoice itself, if you wish deactivate the auto renewal, you are able to do so within the control panel, this process should be completed at least 5 days prior to the renewal date. 
  
  In order to process this request, please follow the below steps:
  
  1. Log in to the Contract Service with your IONOS Customer ID and password.
  Forgot your password? We explain how you can assign a new one in the article Change Your IONOS password.
  2. If you have more than one contract, click on the contract you would like to cancel.
  3. In the Update auto-renewal setting panel, click Next.
  4. Toggle the switch next to Automatically keep my contract to turn contract auto-renewal off.
  5. Click Save.
  6. Review the listed impacts related to contract cancellation, and if you are ready to continue, click Disable Auto-Renewal.
  7. Please inform us of the reason for your cancellation by choosing one of the options displayed. Then click Next.
  
  Auto-renewal for your contract has now been disabled. The date that your contract will expire will be displayed after the final step. Alternatively, you are able to contact our cancellations team directly at *************** to process your request. 
  
  According to our records, your concerns have been addressed by our support team on May 9, 2023. I can confirm your services have been terminated and no new invoices will generate. 
  
  If you have any additional questions, please contact us here in the Executive Solutions Team via email to: [email protected].
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 05/15/2023

  [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:05/07/2023

  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.

  On 04/30/2022 I purchased one year of web hosting which included the domain name gotagsale.com. On 4/05/2023 I canceled the contract and received Email conformation (see document submitted). I also received email reminders that the contract would expire. However, I started to get attempts to charge my credit card for renewal fees. Two calls to try and find a solution at IONOS customer service were unsuccessful. I ask that the the BBB please help as this is very frustrating and contacting IONOS is very difficult for the consumer. Here is the account information; Name: ************************* Customer ID: ********* Email address: ***************** / ************************ Web Hosting Business Contract: ******** Date: 04/30/2022Term: one year Domain associated with hosting: gotagsale.com

  

  Business Response

  Date: 05/08/2023

  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, our team has recently addressed your concerns. Although we did receive and process your request to deactivate the domain gotagsale.com, this terminated the domain only and did not deactivate the Web Hosting contract as stated within the confirmation email attached to you request. We understand that by briefly reviewing the cancellation confirmation, this information can be missed so as a courtesy, we have cleared the a balance due on the account and can confirm the account has been set for termination. The termination date has been set for 2 weeks out to allow for any data back up required. Upon termination all data, web files and any emails will be deleted and irretrievable. 
  
  We apologize for the inconvenience caused and thank you for taking the time to share your feedback. Should you require or wish to retain these services please 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: 05/15/2023

  [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:05/05/2023

  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.

  Please note that one feb 7, I requested to cancel services with Ionos(screenshot attached) My services would no longer be active as of May 2. Ionos continues to harass me with emails and invoices for money and still made an attempt to charge my card after I told them I do not authorize any transactions with them and any attempt on my card is considered fraud. This company still proceeded to this.

  

  Business Response

  Date: 05/12/2023

  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.
  
  According to our records, our team has been attempting to address your concerns. Although we did receive and process your request to deactivate the domain gracescatering.com, this terminated the domain only and did not deactivate the Web Hosting contract as stated within the confirmation email attached to your request. We understand that by briefly reviewing the cancellation confirmation, this information can be missed so as a courtesy, we have cleared the a balance due on the account and have set the termination out for 14 days for your Web Hosting service. This will allow any data, web files or email content to be backed up as once the contract is terminated all data, emails and web files will be deleted and irretrievable. A cancellation email confirmation has been sent to the email address on file.  
  
  We apologize for the inconvenience caused and thank you for taking the time to share your feedback. Should you require or wish to retain these services please reach out to our 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: 05/15/2023

  [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:05/04/2023

  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.

  Account ID: ********* I haven't been able to use my URL (domain names: ******.com, and *******.com) due to an unresolved technical glitch at 1&1, IONOS (these domains' host).This delay is not allowing us to launch our business/service which depends on our capacity to create hundreds of needed sub-domains. I have made countless calls to technical support to address this problem and am only told that they are working on correcting this glitch and that I am not the only one being affected by this issue which has been ongoing.

  

  Business Response

  Date: 05/15/2023

  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.
  
  According to our records, you have been experiencing latency concerns with the creation of sub-domains for domain names held within your account here at IONOS. A service ticket was created to address your concerns as this issue effects customers who hold a lot of services within one account. As with certain concerns, additional investigation between teams must be done to identify the root cause. In this case our developers were able to implement a fix to display correctly in the control panel. We have sent an email to the email address on file providing this update on May 12, 2023. If you are still experiencing concerns please respond directly to our email and will we be happy to assist you further. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  Again, we apologize for the inconvenience caused, appreciate your patience and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:05/03/2023

  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.

  IONOS (Ionos.com) provides website and hosting services. I have been a client for almost 14 years, this year they claim I have a $29 bill with a $18 late fee from 2011, not t typo, they claim bill is from 2011. They cannot provide any invoice or relevent documentation. I spoke to customer service twice, requesting a supervisor, and was denied both times. I am told that I cannot have any new services or products until I pay this random, phantom bill that they cannot substantiate. I have several services through them, this is borderline extortion.

  

  Business Response

  Date: 05/17/2023

  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, an outstanding debt in the amount of $48.89 ($29.94 + $18.95 late fee), for invoice ********* on the Beginner Hosting contract ********* is currently restricting ordering of new services within IONOS. We have attached the invoice for your review. Unfortunately we found no record of cancellation or attempted cancellation for your Beginner Hosting contract *********. Please note that it is the responsibility of the customer to manage their own accounts which includes canceling any unwanted services.
  
  As a measure of good faith for being a long time customer, we have cleared the balance due and removed all ordering restrictions. At this time you are able to place a new order. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  Again, we apologize for the inconvenience caused, appreciate your patience and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:05/02/2023

  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.

  This company IONOS is stealing money out my account every month for no reason. I do not have an account with this ********************** and have told them to stop harassing me and stealing from me.IONOS has also been sending me unwanted marketing emails which I've also told them to stop it.This company also goes by ************* which is what they used to sneak the charges on my credit card without my permission.

  

  Business Response

  Date: 05/08/2023

  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 have reviewed your account history, and unfortunately found no record of cancellation or attempted cancellation for your MyWebsite Now Online Store Plus ******** and IONOS marketingRadar ******** packages until now in which they were purchased through the customers interface on 30.Jan.2023. Please note that it is the responsibility of the customer to manage their own accounts which includes canceling any unwanted services. Additionally, our charges are based on the time the resources are provided and available for customers, whether the product is used or not.  In addition, as per our terms and conditions, the termination of services is to be processed by turning off the automatic renewal within the control panel. By following the below steps:
  
  1. Log in to the **************** with your IONOS Customer ID and password.
  Forgot your password? We explain how you can assign a new one in the article Change Your IONOS password.
  2. If you have more than one contract, click on the contract you would like to cancel.
  3. In the Update auto-renewal setting panel, click Next.
  4. Toggle the switch next to Automatically keep my contract to turn contract auto-renewal off.
  5. Click Save.
  6. Review the listed impacts related to contract cancellation, and if you are ready to continue, click Disable Auto-Renewal.
  7. Please inform us of the reason for your cancellation by choosing one of the options displayed. Then click Next.
  
  Auto-renewal for your contract has now been disabled. The date that your contract will expire will be displayed after the final step. Alternatively, a termination request can be made via email to ********************************* or our cancellations team can be reached by telephone from 8am-8pm EST Monday- Friday. 
  
  At this time I can confirm that the above services have been terminated, and as a courtesy any outstanding balance has been cleared. 
  
  We apologize for the inconvenience caused and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/09/2023

  [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. 

  First off, I would like to say that there is a record of such cancellation, because I sent it via email as request. And during this investigation the business wasn't aware that someone else has been communicating with me and admitted to "overlooking" the email and already completed the cancellation request. 

  Therefore, the responding business is lying. Also, it was after the fact that I sent a Cease and Desist letter/Email and mentioned that I was going to have the *** look into this, the person that I've communicated with closed the account in an extremely fast manner, prior to this BBB response.

  So, as mentioned, I have no account and never had one, so I shouldn't have been billed for no reason, so I can't go into a account that's no set-up, there forth I can't turn off / disable anything.

  You're also not extending me any "courteous" anything as I don't have any account with you, nor any "outstanding" anything, which is another lie.

   

  I don't appreciate so called business like this getting in front of media or agencies to pretend to now do the right thing when the BBB can't verify who is wrong or right because I have plenty of emails telling you how I feel about you trying to bully me around and not cooperating. Business like this should be closed down as they lie so much and think they can get away with it. I think new laws need to be in place for a so-called business like this playing around with people causing great emotional stress and burden that is unnecessary.

   

  If this business was legit in any way, it would have done the right thing in the first place without all this hassle wasting peoples time and energy. Maybe this business will do Better Business in the future.

  
  
  Regards,
  
  ********* *********
  

  
  

• Initial Complaint

  Date:05/02/2023

  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.

  I received an email from ****** on 4/27/2023 (I did not actually read the email until 4/28/2023) stating "You sent a payment of $372.58 to 1 & 1 Ionos, Inc." I never even heard of this company! I contacted ****** and told them this was a fraudulent charge. ****** said they would contact the seller, however the $372.58 has been deducted from my account effective today. I ******* 1 & 1 Ionos, Inc., and read several reports of them scamming individuals. I need my $372.58 refunded and that company should have consequences!

  

  Business Response

  Date: 05/04/2023

  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 ** focus on the aspects of our products and service that need the most attention. 
  
  We have forwarded your concerns to our Fraud and Security Team for review. Upon initial review, they have determined that the account fits known fraud trends and has been flagged for fraud. The account's payment method is blocked, preventing payment from being both received and sent/refunded. For instances of suspected fraud, the correct measure would be to file a chargeback dispute with ****** in the disputed amount. The appropriate financial institution should reverse those charges on your behalf, and based on the circumstances, IONOS would not counter the dispute, allowing the refund to remain final. Our security team also suggests to update the ****** password to help prevent any future potential fraudulent purchases.
  
  If you have any further questions please feel free to contact ** here in the Executive Solutions Team via email to: ******************************.
  We apologize for the inconvenience caused and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 05/11/2023

  [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. ****** refunded the fraudulent charge.
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service 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 didn't get a chance to pay my outstanding balance for my domain package before my *****.org domain expired yesterday because a tornado had hit my office building in west little rock and destroyed everything. If you look up my zip code, you'll see that FEMA declared my area as a disaster zone. When I tried to explain this to the agent I last spoke with, he was very rude and dismissive about my bleak situation. So now on top of what I lost from my office pertaining to this natural disaster, my longtime *****.org domain is gone too unless I pay a ridiculous blackmail amout of money, which is just rubbing salt on what I'm already dealing with. All I'm asking is a one-time waiver for my nsldp.org domain to be put back up. I already paid the outstanding balance - Please put it back up. I've lost enough already with what I'm dealing with down here.

  

  Business Response

  Date: 04/13/2023

  Dear *************************, 
  
  Customer satisfaction is our top priority, and on behalf of 1&1 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 are saddened to hear of the natural disaster that recently occurred in your area. We hope that you and your loved ones are safe and hope for a speedy recovery. We appreciate the time you have spent with us thus far and as a one time courtesy, for being a long time customer, we have restored the domain *****.org to your Unlimited Hosting Contract ********* and have waived the redemption fee. The domain is active and available for use in your account. An invoice will generate for the annual renewal fee within one month. Please note, as per our shortened domain dunning process, the domain fee has recently reversed and issued a credit memo. Meaning, you are not billed for the domain twice, rather the domain balance was cleared as the domain had terminated due to non-payment and as we have now activated the domain, the domain will invoice for the upcoming year at $20.17. 
  
  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.
  *************************************

• Initial Complaint

  Date:04/12/2023

  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.

  We purchased a web hosting package in order to create a custom website via Ionos's web design team specifically to add customer segmentation to our platform. The Web design team was told this was our priority three times while work proceeded, after which they admitted they were unable to incorporate this feature. When asked for a full refund for the web design (around $600 paid so far) plus termination of the design contract as well as the remaining amount pre-paid for the hosting package (around $500), their customer service declined to refund anything but $70 or to terminate the hosting package. This constitutes deceptive practices.

  

  Business Response

  Date: 04/19/2023

  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. 
  
  We appreciate your patience while we reviewed your request. As stated in our recent correspondence, our Design Team has reviewed your interactions and has determined that there was miscommunication regarding the scope of support for the Design Service. Based on your permission to terminate the My Website Online Store Expert contract ******** along with the Design Service, we have issued a prorated refund in the amount of $874.00. This refund will process to the payment method on file within the next 7 days. Should we receive a chargeback dispute from your financial institution, the balance will be placed back on the account and remain outstanding until the balance is settled, as a dispute removes the initial payment from IONOS and returns the funds to your financial institution. As we have issued a refund, coupled with the dispute, you will effectively have received two refunds for one payment. We ask that you drop the dispute with the financial institution to avoid any issues with refund processing.
  
  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: 04/21/2023

  [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,
  
  ***************************