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:04/10/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Getting billed for services after cancellation without any contract or opt in to a contract. Cancelled all services months earlier
  
  Services were cancelled months earlier, still being billed after cancelling on 12/10/2022.

  

  Business Response

  Date: 04/12/2023

  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. 
  
  After reviewing your account, we have found that a request to terminate your Web Hosting Business Contract ********* was received on 02/16/2023, in which a confirmation email was provided notating the contract would be deactivated upon the renewal date of 12/08/2023. Due to the nature of our services, the ability to terminate services are limited to turning off the automatic renewal within the control panel. This limits the risk of erroneous data loss. In order to process a termination of a service with an immediate effect, we ask that our customers contact our cancellations team directly, through email at [email protected] or through via telephone at 1-************ to process your request. 

  
  At this time your account has been terminated effective April 11, 2023, the balance has been cleared and the credit memo was sent to the email address on file on the same day. 
   
  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: 04/14/2023

  [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 still charged on my credit card, I did not sign up for the services I was billed for after my account was terminated. I am requesting a refund for the charge that should not have been initiated on my closed account.  
  
  
  
  Regards,
  
  
  
  ****** ******** 
  

• Initial Complaint

  Date:04/07/2023

  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 was charged for services or contracts that were cancelled. First call back in Feb was told credits for $46.34 and $32.30 would be refunded. Called 4/4 on charges for additional services that I was not using or knew how to use. Was told a credit for $10.60, $5.00, $4.70 would be processed. $4.70 was the only one. Called today and was transferred to a retention team who was useless and then wanted to transfer me to billing.

  

  Business Response

  Date: 04/14/2023

  Dear ***************************,  
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  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 provide account specific information when contacted by the designated email address on file for the account. We are happy to have addressed your concerns through the email address on file for the account. Should you require additional assistance simply reply to our email so we can continue to address your concerns. Alternatively, please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 

  Again, we apologize for the inconvenience caused and appreciate you taking the the time to provide your feedback. 
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:03/29/2023

  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.

  I have been a customer since 2009 and have multiple domains with email and web hosting with Ionos/1 & 1. I tried to purchase a new domain with an email package on 3/23/2023 and was denied due to an outstanding balance from 2014. Never in the last 8 years has this balance been brought up in renewing or adding new services with Ionos/1 & 1. I offered to pay the balance if they put it on one of my accounts but they refused to do that due to the only way this can be handled is by wire transfer. How can they now bring up an outstanding balance that they cannot provide me any invoices for or documentation, only an invoice number and an amount. They are making it impossible to pay the amount or resolve the issue. Very few people can even wire money and it requires bank approval before it can be done with documentation provided to the bank. Never mind that the expense to wire is almost as much as the debt that IONOS says I need to pay. The customer rep/manager that I was speaking to assured me that I would receive a response within 24-48  hours and to date I have had no response from IONOS. The 48 hour window has expired so I am assuming I will never hear from them.

  

  Business Response

  Date: 04/03/2023

  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 your frustration when a new order has been denied due an unknown debt. Here at IONOS we work hard to provide easy to use services, including providing important information regarding the status of a customer's account as efficiently as possible. All failed payment, past due invoice and services suspension notices are sent to the email address on file for the account and the notification center within the control panel. 
  
  We see that your concern has been recently addressed by our back office billing team. As a courtesy, the debts have been cleared and your order for the Mail Basic has been activated on March 30, 2023. A confirmation email was sent to the email address on file advising of this on the same day. 
  
  We appreciate the time you have spent with us and look forward to your continued patronage. Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  

  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 04/03/2023

  [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:03/27/2023

  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 had several domains with them, and had to move all but 1 because of continued fraudulent unauthorized billing. I canceled my entire package, and used only the name registration service. This was fully paid. I removed the bank card because of their untrustworthy activity. Lo and behold, despite my cancellations, they billed me again, as a mistake. This caused my account to close. I was given refund credit notes for the fraud bills I contested. These credit notes need to be located and refunded to me, I have the numbers. My domain was nearly lost as a result of their errors, and they charged me $90 to restore my domain. They refuse to admit their mistakes, and refund my $90. They continue to be difficult and have wasted hours of my time trying to get treated fairly. As soon as my money is refunded, I will move this last domain away from this degenerate company.I want my $90 back and for them to honor the credit notes.

  

  Business Response

  Date: 03/31/2023

  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. Your domain earthman3.com was cancelled due to non-payment and went into the redemption period. Please note, in accordance with our terms and conditions, we require an active payment method on file to retain active services. Our support team cleared the outstanding balance due as a courtesy (credit note) and a confirmation was sent to the email address on file noting the redemption and renewal fee in order to regain access to the domain. The domain was redeemed in May 2022, and the renewal fee was assessed for the registration year of 2022-2023. As the domain renews on March 15, 2023, the renewal fee was assessed on invoice ************ for $17.00 for the registration period of March  2023-March 2024. 
  
  While we aim to assist in the best way we can, we are unable to provide a refund for a service already rendered in which we received explicit permission to process and reinstate. Should you wish to transfer the domain to an alternate registrar within one month of the renewal date (March 15, 2023) as a courtesy we would be willing to reverse invoice ************. If you wish to take advantage of this offer please respond directly to our email and once the domain has been transferred we will reverse the referenced invoice. 
  
  I hope this email proved helpful in understanding our billing processes and procedures. Again, we appreciate your feedback and apologize for any inconvenience caused. 
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 04/03/2023

  [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:
  
  ************************* has no idea, and has lied. As I stated, my account was erroneously charged, 1&1 is who made the error, directly causing my account to be cancelled, erasing my credit notes, and previous customer  id number.

  The credit notes were not a courtesy, as ***** claims( lie) they were a refund from billing errors.

  Instead of a lump sum, they made it difficult  and sent a dozen or so credit notes of $8.71 each.

  here's the info:  customer id #*********

  credit note #************

  -**

     ****************   All credit notes beginning with **********

  also

  credit notes ************

  credit notes  ************

  ****

  Also credit notes  ************

                        ************

                       ************

  All this extra work  they make me do to correct their malfeasance. Again, I want a full refund of all credit notes , and the $90 fee I was forced to pay because they messed up. ***** lies, putting words in my mouth, I never once asked for a refund of the domain yearly name registration.  A lot of flowery words from the liar *****, trying to justify their rudeness. I've never had such bad treatment from any company, ever, like this . I would need to take additional steps if they refuse to break the law, contact their legal dept file a complaint with consumer affairs, contact the justice dept, file criminal charges( theft, fraud)   How are they even able to do business here in USA?  I am prepared to take legal action. I want to speak directly with  **********************

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

• Initial Complaint

  Date:03/26/2023

  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.

  They constantly spam the control panel to the point that you have to navigate through pages of ads just to get to your control panel. Their support personnel do not even know this is happening and I have to send them screenshots to show them.There appears to be no way to disable this, at least none that I can find and none that support can find. I find it unacceptable to be spammed by someone you are paying for a service.

  

  Business Response

  Date: 04/03/2023

  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 on March 28, 2023. The email is copied below: 
  
  Dear *********************** (Customer ID: *********,
  
   We have received an escalated case regarding your account.
  
  Thank you for taking the time to reach out to our support team regarding your concerns. 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 take all feedback from our customers very seriously, and while some referenced issues are the kind that cannot simply be changed within days, or even weeks for that matter, we will address your concerns with our Product/Service Management Team, for consideration in future paths that can be taken, in order to better serve the wants and needs of our customers.  I have created a ticket outlining the complaint regarding our advertising practices.
  
  Again, we appreciate your time and your feedback. We're glad to see your continued interest in our services, and with our continued improvement. The more quality suggestions we receive from our customers, the better and more quickly we can improve.
  
  Thanks again, and please do not hesitate to contact us if you have any other questions or concerns.
  
  Sincerely,
  
  *****************
  Solutions Manager
  IONOS
  
  I can confirm that we have forwarded your concerns to our Product/Service Management Team and once more information is provided we will be sure to provide an update to the email address on file for your account. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:03/25/2023

  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 signed up with IONOS, to create my website for one of my new businesses. I bought a domain and paid for web hosting, with business email. They suckered me into paying for something called “ranking essentials” as well. I pay for it monthly, along with my other contracts. Things were not going well…. I could not get anything to work properly. So I literally never used the app after the first day or so. Yet, I continued to pay the bill. Now the trouble starts when I got a new card, I received an email that my payment didn’t go through. I immediately logged in and put my new card info in. I was told by “*****” that it may take a few hours to regain access to all functions. Well, days go by and she’s telling me she’s sorry and it is now fixed. A week goes by and still nothing. So I call and am told that I LOST my website, domain, email and I can’t do anything about it. I am furious! They continue to charge me. They attempt to charge and send “payment reminder” emails. I own my business and its name, I have done everything I’m supposed to do and this is not right! Why this “*****” kept in contact with me regularly, and flat out LIED to me, allowing me to pay for something that I have “No rights” to any longer??! I have emails that I HAVE to regain access to, along with my website. I emailed ***** and told her what I had found out. She never responded…. (I have uploaded proof) I am asking for this to be resolved, or I truly have no choice but to have my attorney do something about it. I have 4 little girls to support, one being an infant. This company should be ashamed of taking advantage of people this way.

  

  Business Response

  Date: 04/03/2023

  Dear *******************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  Upon review of your account we have found that an order was placed for the Web Hosting Business contract in conjunction with the Ranking Coach Essential (30 day free trial) and Managed WordPress (30 day free trial) features on January 5, 2023 in which a confirmation email was sent to the email address on file. The Web Hosting business contract invoiced on January 7, 2023 in which we attempted payment and payment was unsuccessful. The payment method was updated the same day and unfortunately payment was also unsuccessful. We then attempted payment on January 10, 2023 and again on February 9, 2023 and both were unsuccessful. All payment failure and past due invoice notifications were sent to the email address on file and the notification center within the control panel. 
  
  Unfortunately, payment was overdue long enough that the associated services were set for termination due to non-payment. As we were unable to collect and process payment for the Web Hosting Business until March 5, 2023, the contract had been set for  termination with an effective date of March 3, 2023 in which we had sent a Final Payment Reminder notification to the email address on file and notification center of the control panel on February 14, 2023. The first successful payment on March 1, 2023  settled the balance for the Ranking Coach contract, and a PayPal wire link was sent to settle the balance for the Web Hosting Business contract, however payment was not received and processed fully until after the contract had terminated. We have processed your request to terminate the Ranking Coach Essential and have cleared the current balance due. 
  
  Please note, our back end admins were able to locate data from the cancelled Web Hosting Business contract. Should you wish to restore the data to a new hosting contract, please reply to our email. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

• Initial Complaint

  Date:03/17/2023

  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 canceling this company charged our account over and over each month. Their service is not user-friendly and was not compatible with what we needed so immediately canceled only to continue to be charged. Be wary as you will think you are signing up for certain services for them to not work or be charged another contract unknowingly. You ARE required to call after you cancel. It doesn't say this on their website. So, you cancel and receive a cancellation email yet, it's not really canceled until you call. Be sure to tell them and call on EVERY part cause you will continue to be charged. DO NOT trust their emails as they mean nothing. When I called was NO help in rectifying a service I never used. Essentially, said it was my fault I didn't call to seek help when I realized their services weren't going to work for us and for not calling to cancel when their website alludes to you canceling but you really did not. Such a scam and wouldn't recommend wishing I looked them up on BBB before using instead of taking a risk on a new company to handle what we needed.

  

  Business Response

  Date: 03/21/2023

  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. 
  
  According to our records your My Website Now contracts ********, ********, ******** were all ordered on  13.Dec.2021. An autorenewal deactivation request for the My Website Now contract ******** was made on 22.Nov.2022 within the control panel with a termination date of 10.Dec.2022, My Website Now contract ******** an autorenewal deactivation request was made on 25.Feb.2022, within the control panel, with a termination date of 12.Mar.2022, and on 22.Nov.2022 we received an autorenewal deactivation request, followed by an activation request, another autorenewal deactivation request, followed by an activation request for the My Website Now contract ********, which caused the service to remain active until a call was made to confirm the cancellation date requested on 09.Jan.2023 on 18.Mar.2023. All notifications were sent to the email address on file and notification center within the control panel, including monthly invoices and renewal information. While we always aim to provide a high level of customer service, we are limited in the assistance we can provide for this specific request. Please keep in mind that it costs IONOS to provide the resources and tools associated with our products, as well as maintenance and security, and for this reason our charges are based on providing these resources, and not based on a customer's usage. 
  
  I can confirm at this time that all services have been terminated and no new invoices will issue. As your security is very important to us. For this reason, your cancellation must be confirmed by telephone under these conditions. As we received multiple deactivation and activation requests on the My Website Now contract ********, when requesting the cancellation on 09.Jan.2023, a cancellation confirmation was required via telephone. You are able to enter your callback number directly in the cancellation dialog or contact IONOS customer service yourself. In this case, please note that your cancellation notice must be activated within 14 days. Otherwise, the contract will resume. 
  
  As a one time courtesy, we have issued a reversal for the relevant invoice to fully clear the balance due.  The process of removing a balance from collections and clearing it from our system can take 2-3 business days to complete, so you may receive notifications about the balance still being due in the interim but these can be disregarded.
  
  I also wanted to confirm that when a balance is passed to collections, we stipulate with the collection agency that it have no effect on the customer's credit history and it is not reported to credit bureaus.  A balance is only passed to collections when it has been overdue for more than 60 days in our system.
  
  I hope this information proved helpful in understanding our cancellation processes and policies. Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Ionos.com since it was 1and1.com, which unfortunately was when the site was easy to use and had upfront billing. I have 4 sites up with them, and 1 website parked so that I can put it online later, and have been on automatic payments the entire time (1 website for 10 almost years now). Today, I start getting calls from clients saying that my email is getting kicked back. I call up Ionos and they told me that the contract for the MAIN WEBSITE (the one that they send the bills to) that I have with them was cancelled last year due to non-payment. This is the website for my construction company, which funds all of my other endeavors. The woman I spoke to said that I was short a payment from last year for $49.90, EVEN THOUGH IM SET UP ON AUTOMATIC PAYMENTS. She said that if I made the payment, they would get my website and email back up immediately. She asked for a screenshot of the payment, so I sent it to her. That was at 10 this morning, its now 2pm and I have been on the phone this entire time (listening to them talk in circles about why its my fault, not theirs). Their invoices dont show what payment is going to what website and I have lost my mind (and temper) at this point. I cant believe that they would do this!!!

  

  Business Response

  Date: 03/17/2023

  Hello *************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry that 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 service that need the most attention. 
  
  According to our records, our team has recently addressed your concerns. Your My Website Plus contract was terminated due to non-payment on November 25, 2022. All notifications regarding failed payments, contract suspension and subsequent termination were sent to the email address on file and the notification center within your control panel. We understand that at times notifications are missed and work to assist the best way we can. I can confirm at this time all requested domains and websites are currently active and available for use. 
  
  We appreciate your patience as we handled this matter. Please note, IONOS has processes in place to assist customers as quickly as possible, however in cases such as this, in order to remove any billing restrictions on an account, payment must be received and processed within our system. 
  
  We appreciate the time you have spend with us thus far and look forward to working with you in the future. 
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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.

  Purchased a domain in Feb 2022 and received a bill for $135 in feb 2023. I called to cancel since I did not want to spend that much for the domain name. I was put on eternal hold and I could not spend in excess of one hour. I emailed them and was given another number to call and put on hold again. After another hour I hung up and cancelled through ****** instead. Since then I receive harassing emails and phone calls. I complained to the company by responding their demanding emails and was told I was cancelled and would not receive any further harassment. Since then I receive weekly demands for payment yet I cannot access my account online.

  

  Business Response

  Date: 03/13/2023

  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. 
  
  According to our records, your Web Hosting Business (contract ********) along with domain wtf-gifts.com was up for renewal on February 11, 2023. We received a request to terminate the contract on February 12, in which our support team assisted in the cancellation as the request was made after the renewal date, the termination was set to cancel upon the following year's renewal date.  I can confirm at this time that your account has been terminated effective February 14, 2023. The cancellation automatically initiated a prorated a credit invoice, clearing the majority of the outstanding balance and leaving $9.00 due. As a courtesy we have cleared the remaining balance due. Please allow up to 48 hours for our system to update. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Customer Answer

  Date: 03/23/2023

  [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:03/11/2023

  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.

  I asked IONOS to provide ****** ads. They are hosting my website. They are promoting me as a taxi service. I AM NOT A TAXI SERVICE! I called numerous times asking for the key words to change. They have yet to change the key words. Also, they charged me $67 for what was supposed to be $50.I cancel their list local marketing twice. I am still being charged for this.

  

  Business Response

  Date: 03/17/2023

  We have received a BBB Review ( Review ID: ******* on February 14, 2023 from ***********************, in which the customer's concerns were addressed. Their desired settlement has already been provided by our support team in which they have been advised.
  Thank you kindly. 
  
  Warmest Regards,
  
  ***************************

  Customer Answer

  Date: 03/17/2023

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