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:08/27/2025

  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.

  Complaint Against IONOS Systems: Unfair ***************** Failures I am filing a complaint against IONOS Systems (formerly 1&1) for unfair and deceptive practices. My company has been a customer for 15+ years, and since the change from 1&1 to IONOS, service has become predatory.Key **************************** Fees: Rates have doubled. IONOS adds charges and features without approval or explanation.Difficult to Cancel or Dispute: For 3+ years, Ive requested billing clarification with little transparency. Lower-cost options are hidden, and disputes ignored until collections are involved.Collections & 3rd Parties: Disputed charges are sent to collectors who add more fees. We are contacted by third parties demanding payment, even when charges are unauthorized.Service Failures: Despite premium pricing, there is no reliable backup. We lost a website due to their failure to provide recovery. Recently, all websites were offline for 30+ days during a billing dispute. After paying ~$180 as demanded, IONOS attempted an unauthorized auto-debit of nearly $400 within 48 hours. Declined by our bank/******, they then sent us to collections again.Predatory Business Model: IONOS knows websites and email are essential, and pressures customers into paying inflated bills to restore service.Conclusion:IONOS has engaged in predatory billing, unauthorized charges, poor service, and aggressive collections. These actions harmed my business financially and operationally. I request an investigation into their practices and relief including:Full billing transparency.Removal/refund of unauthorized charges.Halt to collections until disputes are resolved.Compliance with U.S. consumer protection laws.IONOS has turned from a trusted company (1&1) into what appears to be a scam-like operation holding small businesses hostage. I am pursuing action with the Attorney General, FTC, BBB, and media to warn others.Sincerely,****** *******

  

  Business Response

  Date: 08/29/2025

  Dear ****** *******, 
  
  Thank you for taking the time to share your concerns. We value all of our customers, especially long-standing ones, and regret that you feel your experience has not met expectations. Our billing and service processes are designed to be transparent, with contract terms and pricing confirmed at the time of order, followed by written order and contract confirmations. All invoices, payment schedules, and notifications of payment failures are made available in the Control Panel and sent to the email address you have provided on file.
  
  When payment is not received, accounts follow a standard process that includes reminders, suspension of service, and eventually referral to collections (not reported to credit bureaus). Service interruptions occur only in line with the agreed Terms and Conditions, and services can be restored once outstanding balances are resolved.
  
  With respect to data, loss occurs when services are terminated (for non-payment or per request), as all associated data is permanently deleted at that point. In rare, time-sensitive cases, restoration may be possible, but it is never guaranteed. For this reason, it is best practice to maintain your own local backups to safeguard against any loss.
  
  The recent company rebranding reflects a change in name only and has not altered our ownership, operations, or policies.
  
  We greatly value our long-standing customers and regret that your perception of our services has changed. Please be assured that billing and account management have been handled in accordance with our Terms and Conditions, and our support team remains available to assist with any questions or clarifications regarding your account.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  
  
  

• Initial Complaint

  Date:08/21/2025

  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 purchased a domain on 6/7/25, I was contacted by the sales team 7/11/25 and was told everything was fine with my domain purchase and if I wanted to try a free trial on some add ons. Since I didnt pay for the free trial I received a random security request on 7/15 that was in my spam email. After this missed security request & no calls about my account they closed my account and have held the domain. I woke up to my *************** coming down on 8/21/25 after some clients had let me know every email was bouncing. This is the worst thing that can happen to a business and I was never contacted that this would occur!!! Now I have spent thousands of dollars surprising this domain just to have no access to it. Worst company ever for businesses you can lose everything overnight due to their shoddy practices

  

  Business Response

  Date: 08/26/2025

  Dear Mr. ***** ******, 
  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 services that need the most attention. 
  Our team has previously received your 1-star review and has attempted to reach you at the phone number and email address on file. We work constantly to provide the best possible service, and your feedback is a valuable resource in that effort.
  We regret that notifications about additional steps to verify account details ended up in your spam folder. While maintaining system security is a top priority, we understand theres always room to improve. Your feedback has been shared with Product Managers to help inform future updates and enhancements to the service.
  The security restrictions on your account have now been removed, allowing you to set up new services. Please respond to our email directly and we are happy to assist you further. Alternatively, you can reach out to us here within the Executive Solutions team at ********************************************************.
  Thank you again for your feedback and patience. We are committed to ensuring a smoother experience moving forward.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/19/2025

  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 went on to Ionos and made a account and purchased a plan for a wed domain, went to log into said account and it give a message saying account not found, so I looked on my bank account and ********************** to the money out for my purchase but I guess dint do my account!! I have contacted ionos multiple time and they keep giving me the run around. Customer support saying I noeed to contact the service team and customer service is telling me I need need to contact support the get a email telling me to log into my ionos account to speak with someone I have asked for help getting into or locating my account or a refund and deleting my payment and account info and they are refusing both

  

  Business Response

  Date: 08/26/2025

  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 services that need the most attention. 
  We understand how stressful it can be when trying to access a service youve purchased.
  
  We attempted to reach you at the phone number provided in your complaint and left a message. Additionally, we have followed up via email directly and are happy to investigate this matter further.
  
  It appears that the account was not fully completed during the purchase process, which is why you are unable to log in. We take your concerns seriously and want to help resolve this as quickly as possible.
  
  Please note that all orders initially authorize payment to confirm that the card is valid. An authorization is not the same as a payment being fully processed. Typically, authorizations drop off automatically within 10 business days if the payment is not completed.
  
  We truly value your business and want to make this right. Thank you for your patience, and we look forward to resolving this matter promptly.

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

  Customer Answer

  Date: 08/28/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* *****
  
  

• Initial Complaint

  Date:08/19/2025

  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 refuses to cancel my contract after sending me to collections. I called to cancel , received a cancelation confirmation email, and then 3 minutes later received an email stating cancelation was revoked and thanks for staying with them. I did not do this. They are purposely making it hard to cancel.

  

  Business Response

  Date: 08/25/2025

  Dear Ms. ***** ********, 
  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 services that need the most attention. 
  Thank you for your feedback. After reviewing your account, Id like to clarify the situation.
  In June, we received requests to cancel specific features associated with your hosting service. However, a cancellation of the full hosting service itself was not submitted at that time. For this reason, the hosting contract remained active and the balance continued to accrue.
  We have sent an email to the address on file with additional information regarding your account and the available next steps. Our goal is to ensure this matter is properly settled and to make the process as straightforward as possible.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/18/2025

  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 am so tired of Ionos. I regret ever using them. I have tried to cancel things multiple times. I have even sat with a customer service *** and made it very clear I wanted everything canceled and they said it was. Well now I just got hit with a over $400 charge from them and it wasn't to my primary credit card with them. I am tired of trying to deal with them directly. I am looking for them to return my money. I did not authorice continued charges and I canceled everything with them. This is not a legal charge.

  

  Business Response

  Date: 08/21/2025

  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 services that need the most attention. We regret any confusion surrounding your account and appreciate the chance to clarify.
  At the time of your order, you were required to select a contract duration before proceeding to checkout. There are four available options: a 3-year term, 2-year term, 1-year term, and a monthly term. As outlined in your order confirmation, contract confirmation, and shopping cart prior to purchase, you selected the 3-year term. This agreement bills annually, which is why you recently received an invoice.
  Please note that there is no $400 charge for services. The current balance is for your domain renewals ($86) and your hosting contract for the year ($63.71). Together, this reflects the contracted services that remain active under your account.
  We understand this may not have been your intention, and we sincerely apologize for any confusion. However, to maintain competitive pricing and quality service for all customers, we must abide by the contract terms and conditions agreed to at the time of purchase. Your services are now set to terminate at the end of the current contract term in July 2027, and no further renewals will occur beyond that date.
  If you have any questions or would like further assistance, our team is here to help. Please reach out to us directly at ********************************************************.
  Again, we apologize for the difficulties youve encountered and appreciate your understanding.
  Sincerely,
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/18/2025

  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.

  In April 2025, I requested the cancellation of all my accounts with ********************** after 20+ years as a customer due to poor service and repeated failure to honor my requests. I transferred my domain to Canva and business email to ****, and informed IONOS multiple timesvia phone, also I filed a complaint to the BBB rep ******* ***** (Complaint #********) in April 2025.Despite this, IONOS refused to close my account. Instead, they marked my services as set to cancel on future dates (e.g., 9/28/25 & 10/14/25), even though I canceled in April 2025. I took screenshots of these listings in case they ignored my cancellation, which they did.They continue charging my Amex $2/month for email hosting that no longer exists and recently invoiced me $22 for a domain that was transferred months ago. They also initiated a renewal for domain services from July 2025July 2026 without my consent.IONOS refuses to accept a final payment to terminate the email contract, keeping my account open against my will. This violates my rights under Californias Automatic Renewal ************** Code *****), and may also breach the Fair Credit Billing Act.IONOS deliberately avoids written cancellation records by forcing customers to cancel via phone or internal messaging, preventing consumers from retaining proof and enabling unauthorized charges. I am demanding (1) immediate closure of all IONOS accounts, (2) immediate halt to all billing, (3) a refund of unauthorized charges since April, and (4) written confirmation that my account is permanently closed. Supporting documentation is available.

  

  Business Response

  Date: 08/21/2025

  Dear ****** *******, 
  We sincerely apologize for the frustration and inconvenience you have experienced. We understand your concerns and appreciate the opportunity to clarify.
  We have received your request to terminate the services and confirmation has been provided. However, as outlined in our Terms and Conditions, all customers are held to the contract terms agreed upon at the time of the order. The original complaint submitted through the Better Business Bureau in April did not request a cancellation of services, but rather assistance with resetting a password. The services have remained active until a termination request was later submitted.
  Your services have been set to terminate at the end of their current contract terms, and no renewals will occur beyond these dates. We have also sent an email to the address on file with additional details regarding your contracts, invoices, and next steps. We kindly ask that you review this information and respond directly so we may assist you further.
  Once again, we extend our apologies for any confusion or inconvenience caused and remain committed to supporting you through this process.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:08/14/2025

  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 signed up for what I thought was a domain for one year for one dollar and when I go to sign up, it appears that with thatdomain comes an email account but they start charging me now every other day $3.50 and they wont allow me to cancel anything every time I have called to cancel they hang up on me. Ive called four times now and four times they hang up on me and when you try to cancel online, it says you have to confirm your cancellation by calling in.

  

  Business Response

  Date: 08/20/2025

  Dear ********* ********, 
  We sincerely apologize for any confusion regarding your services. At the time of ordering, the ****************** was selected, which includes a domain name registration at no additional cost. This promotion is billed at $1 for the first month and $3 per month thereafter. Invoices are monthly, and we were unable to locate any additional charges as described.
  All details of the order were provided at the time of purchase, in the order confirmation, and in the contract confirmation once the service was activated. Please note, the terms of service agreed upon at the time of order include a 12-month minimum contract term for the ******************. While we offer a 30-day money-back guarantee, your cancellation request was made after that period, and the contract remains active until its term is fulfilled.
  That said, the contracts have already been set to deactivate upon renewal, so no further action is required. We apologize again for the misunderstanding and appreciate the opportunity to clarify. Should you have any remaining questions, please feel free to reach out to us directly here within the Executive Solutions team at ********************************************************.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 08/21/2025

  [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: 23745569
  
  I am rejecting this response because: I tried canceling over the phone several times within days of placing the order and every single time I got hung up on by your well trained employees, and on top of that you guys falsely marketed what I was actually getting and what it was actually costing either way Im not paying for your services which I didnt even use once
  
  
  Regards,
  
  ********* ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 08/25/2025

  Dear ********* ********, 
  Thank you for your follow-up. Id like to take a moment to clarify.
  
  At the time of your order, the terms of the contract, including the duration, pricing, and scope of services, were outlined during the checkout process, displayed in the order summary, and confirmed in the contract confirmation email. The order could not have been completed without confirmation of these details.
  
  Our records do not show any request to cancel within the initial period. The first documented cancellation request we received was processed in line with our Terms and Conditions. As noted previously, all services are billed based on the agreed-upon contract terms, regardless of actual usage.
  
  While we regret that you feel the services were misrepresented, we stand by the accuracy of the information provided during the order process. For this reason, we are unable to waive the charges or provide a refund, as the contract remains valid.
  
  We value your feedback and understand your frustration, but we must adhere to the agreed terms in place.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 08/27/2025

  [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: 23745569
  
  I am rejecting this response because: you guys are scammers. There is no way on my end to document me calling in and getting HUNG UP ON by your employees in ***** or wherever you outsource to. Im not using or paying for your services. 
  
  
  Regards,
  
  ********* ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/03/2025

  Dear ********* ********, 
  We take your concerns seriously. Your ****************** includes a 12-month contract with a domain registration and is billed $1 for the first month and $3 per month thereafter. This service was selected at the time of the order and confirmed in the order & contract confirmations send to the email address on file an notification center of the control panel. Please note there is currently a mailbox set up on the contract. 
  While we offer a 30-day money-back guarantee, your cancellation request was submitted after this period. Your contract is set to deactivate upon renewal, so no further action is needed.
  We apologize for any frustration with our support team and remain available to assist with any account questions. We have sent an email to the email address on file for the account with additional information. At your earliest convenience please review and respond directly. 
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 09/10/2025

  [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: 23745569
  
  I am rejecting this response because:

  You guys already closed out my account, which is what I wanted. Thank you

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

  
  

• Initial Complaint

  Date:08/13/2025

  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.

  We received a suspicious email from IONOS back in June, stating we owed them money for a Windows VPS product. It was titled in the name of *** ****** with our business address. We ignored the said email, as no one in our office, nor *** himself, authorized such a transaction, nor did anyone know what that service was.Yesterday, 8/12/25, we received an email from ************* regarding collecting a debt with IONOS. I contacted them, and they immediately filed a dispute, as this was clearly fraudulent. Upon gaining access to the online account, the phone number used was incorrect; they had a credit card on file, being a master card. Neither *** nor the business has a **********, nor did the last 4 digits match. I immediately contacted IONOS, and after 53 minutes on hold was assured this was taken care of, and would receive email confirmation. I never did.I called this morning, and was again reassured this was fraudulent and would be forwarded to their fraud team. I would receive an email. Again, no email. Upon entering this supposed "account" which doesn't really tell what the service is, I clicked cancel contract, and it tells me to verify I must call. So I do, only to be told they now can't cancel the contract.The person I spoke to today, ***, assured me this was quite common among them, fraudulent accounts.I want this contract cancelled, answers, and this taken out of collections. I do not trust IONOS and don't believe they are being truthful.

  

  Business Response

  Date: 08/20/2025

  Dear *** ******,
  Customer satisfaction is our top priority, and on behalf of IONOS, I extend our sincere apologies for the concern and inconvenience this matter has caused. Please be assured that your concern was reviewed prior to the receipt of this complaint. Following our investigation, the account in question was determined to be fraudulent. All associated services have been cancelled, and the outstanding balance has been removed from collections.
  Fraudulent accounts may be created when unauthorized parties use compromised or fabricated personal or payment information to establish services. For this reason, each suspected case undergoes a comprehensive review to verify account details, payment methods, and related activity. This process may require additional time, as it is essential to confirm findings prior to securing and cancelling an account.
  We take the protection of customer information with the utmost seriousness. Once fraud is confirmed, immediate actions are taken to secure the account, prevent further activity, cancel services, and remove associated balances.
  To further safeguard against potential misuse, we recommend routinely monitoring financial accounts, enabling multi-factor authentication where possible, and exercising caution with unsolicited communications.
  We regret any inconvenience you experienced throughout this process and appreciate your patience while the necessary reviews were conducted. We remain committed to the security of our customers and trust this resolution demonstrates that commitment. If you have any further questions please do not hesitate to reach out to our team directly at ********************************************************.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 08/21/2025

  [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: 23741518
  
  I am rejecting this response because:

   

  The company, over a week ago, was to reach out multiple times via phone or email, providing proof of cancellation and that this account was closed.  I have got no such confirmation, and sadly, seeing as a fraudulent account was opened, I cannot go on "word" alone that this was taken care of.

   

  In order for me to be satisfied, I would need proof that the account is closed, proof that they cancelled the collections with the debt agency, and proof that this has, in fact, been settled.
  
  
  Regards,
  
  *** ******
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 08/25/2025

  Dear *** ******,
  
  Thank you for your follow-up. I understand your concern and the need for clear confirmation.
  
  Please be assured that the account in question was fully investigated and determined to be fraudulent. As a result:
  
  The account has been permanently closed.
  
  All associated services were cancelled.
  
  The outstanding balance has been removed from collections.
  
  We have already taken these actions to ensure that no further activity or billing can occur on the account. Written confirmation of the account closure and the removal of the balance from collections has been sent to the email address on file. If for any reason you did not receive it, please let us know an alternate email address and we will be happy to provide the documentation again.
  
  We want to reassure you that this matter has been fully resolved and that no further impact will occur.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

  Customer Answer

  Date: 08/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  
  

• Initial Complaint

  Date:08/12/2025

  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 for a temporary webpage for a baby shower, which was advertised with a trial period. My understanding was that Id be charged only for the webpage and domain nameabout $15/monthif I didnt cancel in time.However, without my knowledge, multiple add-ons were added to my account, bringing the total to $271.31/month. Some of these services are duplicates and serve no practical purpose. I never used or requested any of them, and Ive now been told Im locked into paying over $3,000 for services I will never use.When I tried to cancel, the company said there was nothing they could do. Im disputing the charges with my financial institution. While I could understand paying for the domain and hosting if I failed to cancel, the additional $250+ per monthespecially for redundant, useless servicesis outrageous.Avoid this companythey will charge you for things you never signed up for, and their customer service is completely unhelpful.

  

  Business Response

  Date: 08/13/2025

  Dear ****** ***** , 
  Customer satisfaction is our top priority, and on behalf of IONOS, I sincerely apologize that your experience did not meet expectations. We appreciate your feedback, as it helps us improve our products and services. We understand how unexpected charges can be frustrating and would like to clarify the process.
  During the ordering process, all services, costs, and terms are presented prior to purchase and also included in the order and contract confirmations sent immediately after. Our records indicate the services in question were selected together during the initial order.
  To better address your concerns and ensure your privacy is protected, we have sent an email to the address on file with more information, and we also attempted to reach you at the phone number on file and left a message. Our aim is to ensure you only have the services you want and needproviding the best possible experience, building your trust, and fostering a long-term relationship should you choose to work with us again in the future
  We encourage you to review our email and respond directly so we can review your account and work with you to address any concerns. We value your feedback and the opportunity to assist you directly. Alternatively, please feel free to reach out to us directly here within the Executive Solutions team at ********************************************************.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:08/11/2025

  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 for website hosting and domain package and paid for the year. They then charged me a renewal fee a month later after paying for the year. Now 2 months after paying for the year theyre trying to charge me again. I asked to remove these add on services theyre trying to have me stuck for a year and said I cant cancel for a year. Theres no way to cancel online or contact them. Ive been through 3 agents with different stories. Ive blocked them from trying to taking more money out of my account. Their agents are rude and treat you like youre stupid so you blame yourself. Awful, predatory company.

  

  Business Response

  Date: 08/12/2025

  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 services that need the most attention. 
  Please note that our Terms of Service, provided at the time of order, including in the order and contract confirmation, specify a one-year contract term and billing cycle. Certain services qualify for a 30-day Money Back Guarantee (MBG), which is clearly outlined during purchase.
  
  The Minimum Commitment Term (MCT) helps us remain competitive and allocate resources fairly across all customers. Adhering to these terms is necessary for us to provide services at competitive rates.
  
  We have sent an email to the email address on file for further review to ensure it is investigated thoroughly. We appreciate your understanding and patience as we work to address your concerns.
  
  If you have any further questions or need assistance, please feel free to contact us here within the Executive Solutions team at ****************************** directly. We are committed to supporting our customers and resolving issues as quickly as possible.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************