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:01/03/2023

  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.

  I have attempted to get help with my account *******. When I get the call center in the Philipines I am told to call back if I want a USA representative. When I ask for a supervisor I am told NO. I filed a complaint online now they are retaliating by cancelling any orders without notificiation or why they are cancelling. When **** responds to email but then I get responses from others. Would like to know they cancelled the order and still have pending charge on the Amex. If they do not want customers that complain about the service let them know that they do not want customers ahead and we will move on.

  

  Business Response

  Date: 01/10/2023

  Dear *********************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention.
  
  It was a pleasure speaking with you over the phone today and again we apologize for the inconvenience caused. While we understand that your preferred contact with IONOS is through an onshore representative,  we are unable to provide the excellent level of service we consistently work to achieve for your particular product with our onshore support teammates as they provide support for our other services. I can assure you that our offshore support teammates are well versed in your hosting needs and are willing to go above and beyond for our hosting customers. We would like to provide clarity on the escalation process to our supervisors. We always hope to resolve a customer's concern at the first point of contact, however there are cases when an escalation is required and in order for our support teammates to facilitate this escalation, we require verification of the account. Unfortunately, our support teammates were unable to verify your account and details were not provided as to your concerns, so they were unable to process this request. 
  
  I would like to reiterate that the termination of your order was not done in retaliation, rather out of responsibility to be a better partner in the internet community and in accordance with our General Terms & Conditions. Our security team has provided an update via email and we appreciate your patience while our security team worked to review your request. I would also like to confirm the authorization hold was released the same day of the terminated order. 
  
  Again, it was a pleasure speaking with you over the phone and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:12/14/2022

  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.

  We have canceled our account, moved our domain, notified Ionos by both email and phone, yet they continue to try and collect for monthly services that they did not provide and we did not use. They currently state that we owe them approximately $24 dollars that we rightfully contest. We no longer wish to do business with this company and want them to bring the balance to zero, cease all collection attempts and notify any and all agencies, both collection and credit reporting, that we owe them nothing and the situation has been resolved.

  

  Business Response

  Date: 12/19/2022

  Dear ***********************, 
  
  We apologize for any inconvenience you may have experienced and that we were unable to address your concerns prior to escalating to the Better Business Bureau.  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 our support team has recently addressed your request and unfortunately we received your request to terminate your service after the renewal date which caused the contract to renew and invoice. Please note, as per our terms and conditions, the termination of services is to be processed by turning off the automatic renewal within the control panel. Step by step information can be found through our help center here *********************************************************************************************************************; and by following 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.
  
  As a courtesy, we have pulled and wiped the outstanding balance from collections. 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 the balance 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.

  
  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: 12/19/2022

  [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:
  Nothing of what you stated is factual. I can no longer login to the account as it has been terminated and doesnt exist. ie... my username and password no longer work. Second, the service you provided was $8 a month. If, as you stated but i contest,  you recieved my termination request 1 day after renewal, how did the "total due" more than double? On the day I cancelled, I paid everything currently due and then immediately called to cancel. Had it been the day after renewal, I would have had to pay it that day when i brought the account to zero. Just put the account back at zero and leave me and my credit report alone. this is all im asking. 
  
  Regards,
  
  ***********************
  

  

  Business Response

  Date: 12/30/2022

  Dear ***********************, 
  
  We apologize for any confusion regarding our response to your concerns. The account has been terminated, all fees have been reversed, there is a zero balance due and the balance has been pulled from collections. As previously stated 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 the balance 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.

  To reiterate, the request to deactivate the contract was received after the renewal date, which caused the contract to renew and issue a renewal invoice. The fees associated within the renewal invoice apply to the *** Extended support in which notification was sent to the email address on file prior to as your *** version was no longer being supported and the basic fee of the hosting package. This information is outlined in your invoice.
  I hope this information provided clarity and again we apologize for the confusion. 

  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: ******************************. 
  
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:12/13/2022

  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.

  IONOS is a shady company that I wouldn't recommend to any general consumer. Signed up for 3 domains at a reasonable price and they automatically enroll you in domain renew but do not tell you and then automatically charge your account before telling you for a jacked up price for the yearly renewal. Then when you go to cancel the renewal they won't let you because they automatically charged your account and if you cancel it cancel your domain access. So now I've paid for 3 domains the full yearly price without a warning or renewal email and do not even have access to them. I cancelled the payment in ****** and now they are still threatening to send me to collections for a contract I cancelled and a service I don't have anymore. Quite the sketchy company.

  

  Business Response

  Date: 12/13/2022

  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, due to the nature of our services and as per Section 2.1 of our terms and conditions, services shall automatically renew for additional terms of equal length unless you turn off the auto renew function in your account, in which case this Agreement shall terminate at the end of the then-current term. You will receive notice between 30 and 60 days prior to the end of each term of your Extended Term Package that will alert you that your term is about to renew and will provide you with instructions on how to cancel if you do not wish to renew. These notices will be provided via your Customer Control Panel in the Message Board. Any and all service fees for the Extended Term Packages are non-refundable and payable in advance for the entire term thereof. This information is also provided at the time of check out when placing an order. Unfortunately, we found no record of cancellation or attempted cancellation for your Instant domain package until now. 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, we received a chargeback dispute from your financial institution regarding the payment for the annual renewal. When a dispute is received, the financial institution reverses the payment which leaves an open balance with IONOS, that must be settled in order to unlock any remaining services. As your account has been terminated, as a one time courtesy, we are clearing the balance associated. 
  
  I hope this information has proved helpful and appreciate the time spent providing your feedback. If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  Michelle S******;
  
  Executive Solutions Manager
  IONOS, Inc.
  ********************