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:01/19/2025

  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.

  I had my web guy work on my site for over 15 years and a few months he quit and left me a mess. I found out this company was charging me $40 US for hosting a very small page. Months ago I told them to stop charging me and I am Changing to a different hosting company. I had them refund me all the money they kept charging me after I requested them to stop. And blocked them from my ****** and bank account for any further charges Today I went in to check my site because it's been difficult transferring it and I found that they blocked my site and put me in collections for $25.38. I have asked them to remove the collection and they refuse. I still Don't have my site running because it's in collections. They had refunded me all the charges I asked for because my site has not been in operations for at 8 months. They are refusing to remove the collection company and this is effecting my site and my credit. I want nothing to do with this company and they are being difficult. They don't help they just charge money. All the charges are not being processed because I had blocked it. Every month they still charge me $1.65 and they can't explain why but they are blocked so the charges are collected and are sent in collections. They are very uncomidating I don't want anything to do with them. I just want my site and to move on. I want them to remove the collection of $25 and shut my account down. They are upset because I caught on the charges US funds. To put someone in collections for $25 and ruin their credit when I told them to stop charging my account. They are refusing to fix the mistake even though there are emails confirming me telling them to stop charging my account. I told them I don't want to do business with them. My website is very small, other hosting companies charge me $6 Canadian a month they want over $40 US. And with the invoices have different amounts chaeged. I don't know how much money I loss.

  

  Business Response

  Date: 01/21/2025

  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. Id like to provide further clarity and guidance on how to move forward.
  According to our records, we have addressed these matters several times, and I understand how upsetting it must be to still feel unresolved. The $25.38 balance was forwarded to collections due to a dispute filed on an invoice that had already been refunded. While this action was based on our standard billing processes, I apologize for the confusion. 
  All charges on your account stem from invoices that were sent to the email address on file and the notification center of your control panel. These notifications included details about your services and billing. Since no formal termination request was submitted, hosting charges continued, as our billing operates based on resource allocation rather than usage.
  The difference in currency billing is also something I know has been an inconvenience. This occurred because the account was originally created on our ************************** platform, which bills in USD. Had the account been created on our ************************* platform, billing would have been in CAD. While this was determined by the accounts origin, I understand how it has contributed to your frustration.
  To resolve this situation and move forward, a formal cancellation request would be required to close the account and stop any further charges after you have successfully migrated your data. Please note that this will delete all associated data, including website files. We are here to support you through this process and ensure it is handled as smoothly as possible.
  We appreciate your feedback and apologize for any negative experience youve had. If you have further questions or need support, please feel free to respond to our email directly.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 01/22/2025

  [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: 22832211
  
  I am rejecting this response because:  while I am trying to migrate this to a different host it no longer $25 in collection but now it's $60 and they credited the tech guy I used $21 all in US funds.   What is wrong with Th 'em. They are making it very difficult to move my site.   I called them and instead of explaining this they hung up on me.  My bank and ****** have blocked them from charging anything because there are random charges without my permission.   I just want to move my site and never deal with them again.  This is so upsetting as they are interfering with my business. 
  
  
  Regards,
  
  ******** ********
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/23/2025

  Dear ******** ********,
  Thank you for sharing your concerns. We sincerely apologize for the difficulties you've faced and any frustration caused.
  
  We can confirm that the balance on your account has been cleared, and our support team will contact you shortly to assist with the migration process and address your remaining concerns.
  
  We regret any negative experience with our support team and the impact on your business. Thank you for your patience as we work to resolve this matter.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:01/17/2025

  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.

  This service wrote to me mid a running contract and went ahead to remove my access to their web hosting platform. I can nolonger access the website domain i registered and host with them! Is this fair business practice!?

  

  Business Response

  Date: 01/22/2025

  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 have been honored to serve customers like you in the region. However, after careful consideration and due to the complexity of the global regulatory environment, IONOS has made the decision to focus on its core markets. Several notifications regarding this update have been shared to both the email address on file and notification center of the control panel prior to this change to ensure our customers are well informed, confirmation of updated address details (if applicable) and to allow for data migration.   
  We understand that this news may come as a disappointment, and for that, we sincerely apologize. We value the trust you have placed in us and appreciate the time you have spent as our customer. It has been our privilege to serve you, and we are truly grateful for your support.
  At this time, authorization code has been provided for your domain and it has been unlocked and is prepared for transfer. 
  Once again, we apologize for any inconvenience this may cause, and we wish you all the best in your future endeavors. Thank you for choosing us as your service provider, and please do not hesitate to reach out to us here within the Executive Solutions team at ******************************* if you require any assistance.
  Sincerely,
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:01/14/2025

  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.

  On January 14th at 10:04PM I contacted IONOS service customer service department seeking some assistance regarding hosting issues with a series of domains that are currently registered with the platform. After an exceptionally long wait time I was greeted by a **************** Representative by the alleged name of ****. I explained to **** my current issues and **** began to provide me with misinformation regarding my account in an attempt to upsell me on additional products. I repeatedly attempted to tell **** that I was solely interested in ensuring that my domain was connected on the Wordpress platform so that I could provide my developer with the appropriate details to transfer my website to the IONOS hosting platform. **** repeatedly kept providing me with misinformation and would become irate and raise his voice in an attempt to talk over me. I requested for the call to be transferred to a senior representative who could assist me with this matter to which he declined and stated that he was going to document the account stating that I was rude and terminate the call. I continued to ask him for more information including his representative ID and location so that the call could be reference when I provided my complaint to which he declined and asked me why I needed that information. What is troubling about this interaction is that this is not the first time that I have had this problem with a representative employed by IONOS. We were on the phone for in excess of an hour and the problem was not resolved forcing me to call back in to IONOS in order to get a resolution. I would like to ensure that the call is reviewed and that the representative in question is properly coached and reprimanded for his actions in addition I would be seeking a credit to my account for the inconvenience.

  

  Business Response

  Date: 01/17/2025

  Dear ******** *****, 
  Customer satisfaction is our top priority, and on behalf of IONOS, please accept our sincerest apologies for your recent experience, which falls short of the standard we strive to provide. 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. 
  Prior to receiving your complaint, our team reviewed this matter, and an email was sent to the address on file to confirm that we are taking appropriate steps to address the behavior you experienced. For your reference, I have included a copy of that email below.
  We understand the importance of resolving your hosting issues promptly and correctly. After reviewing the call, we can confirm that actions are being taken to ensure the representative involved is appropriately coached, and measures are being reviewed to prevent such incidents from occurring in the future.
  Our goal is to ensure your satisfaction, and we are committed to providing a resolution that meets your expectations.
  We appreciate your feedback and remain committed to improving our services to better meet your needs. Should you have any further concerns or require additional assistance, please do not hesitate to reply to our email sent to the email address on file directly.
  Thank you for giving us the opportunity to address this matter. We look forward to serving you better in the future.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************

  Dear ******** ***** (Customer ID: **********,
  
  Thank you for contacting us, regarding this unfortunate situation. On behalf of IONOS, I am sorry for any difficulty caused in this matter. I can assure you we always strive to provide the best possible service to our customers, so we will be reviewing the call, both with the agent's manager as well as our ***************** team, who would be responsible for agent training and performance review.

  All contact with our customers is recorded for quality assurance purposes, so we will be easily able to locate the call in question. We treat issues like this with the utmost seriousness, and can assure you that whatever additional training, or other corrective action deemed necessary, will be provided to ensure an issue such as this is not repeated in the future.
  
  If there is anything further we can assist you with, or further feedback you would like to provide, please do not hesitate to reply. Thank you again for brining this issue to our attention, and I am sorry for any difficulty this may have caused.
  
  Sincerely,
  **** ******
  Solutions Manager
  IONOS

   

  Customer Answer

  Date: 01/22/2025

  So help me to understand as to what type of resolution is being provided to me as a result of the service received? 

  Customer Answer

  Date: 01/22/2025

  So help me to understand as to what type of resolution is being provided to me as a result of the service received? 

  Customer Answer

  Date: 02/01/2025

  It is stated that I have not responded to the complaint. However, I have responded requesting what type of compensation I would receive regarding the service or lack thereof. However they have not responded to that request and the complaint has been closed. Is it under the assumption that I have taken the additional time to contact BBB regarding this matter to simply receive a response from the business advising me that they are reviewing the matter and I am supposed to be satisfied with that ***** response. 

• Initial Complaint

  Date:01/11/2025

  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.

  I registered a domain name online with IONOS through a promotion. After the promotion ended, the price of the domain increased significantly, prompting me to look for alternative providers. I attempted to cancel my contract through their online process, but their cancellation system is unnecessarily complicated and frustrating.The cancellation process involves multiple prompts and confirmations, including a requirement to explain the reason for cancellation. The final step leads to a screen that demands I call a customer service phone number to confirm my cancellation "for security purposes"a practice I find dubious, as it seems designed to make it harder to ********* addition, I am only given a 14-day window to confirm the cancellation via phone. If I do not call within this timeframe, the contract will remain active, even though I initiated the cancellation request. This creates an unnecessary and unreasonable barrier to canceling my account.I find this process to be deceptive and an effort to retain customers against their will by making it difficult to complete the cancellation. I am requesting assistance in resolving this matter and ensuring my contract is canceled without further complications.

  

  Business Response

  Date: 01/14/2025

  Dear ******* *****,
  Customer satisfaction is our top priority, and on behalf of IONOS, I apologize for the frustration youve experienced with our cancellation process. I understand how overwhelming it can be, especially when trying to make changes quickly, and I sincerely regret that this situation has caused you stress. 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. 
  I want to assure you that weve set an immediate cancellation for your account as advised by our support team on January 1. The invoice has been cleared, and a credit note has been sent to the email address on file.
  Please note, all our services are set to automatically renew as outlined in our terms and conditions. This ensures there is no interruption to your services unless a cancellation request is processed before the renewal date. Unfortunately, as we did not receive a cancellation request for this contract prior to the renewal, the invoice for $17 was automatically generated.
  I also understand your concerns about the additional steps required for cancellation. While we sometimes need further confirmation to ensure the process is carried out accurately, we deeply regret if this felt like an unnecessary barrier. Please note that as part of our policy, cancelling a service means that all data, web files, emails, and domain ownership will be terminated and cannot be retrieved.
  Regarding domain pricing, it is clearly stated at the time of the order and within both the order and contract confirmations. I apologize if this was missed during your experience.
  If you have any questions or need further assistance, please feel free to reach out to us directly here within the Executive Solutions team at ******************************* or simply reply to the email sent to the email address on file for the account. We appreciate your understanding and thank you for your patience.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 01/17/2025

  [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:01/06/2025

  Type:Service or Repair 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 January 2, 2025 after an online search for domain registration services I found this company's site and completed the online process to register a domain. During this process I set up login credentials to access the account associated with the registration. After a call to their customer service department on January 3rd I was informed that the process to register the domain would take up to 48 hours to complete which excluded weekends and asthis was on a Friday I anticipated them confirming completion on Monday January 6th. However on January 6th when attempting to login I was repeatedly told my credentials would no longer work. After seeing this I again called into their customer service and inquired as to why and when they would complete the registration. After several moments the representative informed me that the reason that I was unable to use the login was due to the security team choosing not to fulfill the order and when I asked why I was told that they found the domain "suspicious" but would not provide any further information, only telling me to email their security team and that I could try and go in and attempt to register the domain again. My issue with this is two fold the vagueness of this business' response and failure to connect me with someone to provide further information and secondly their advertising of a service at a particular price only to not honor providing that service at said price.

  

  Business Response

  Date: 01/09/2025

  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. 
  To clarify, our security processes are designed to protect our customers and ensure compliance with industry standards. Occasionally, certain details provided during an order may trigger a security alert, leading to the order being flagged as suspicious. While we strive to provide transparency, some specifics cannot be disclosed due to security protocols. I regret that this caused confusion and left you feeling unsupported.
  I understand your frustration with being unable to complete your registration and with the lack of clarity provided. As suggested by our team, you are welcome to reattempt the registration process.
  We value your feedback and are committed to improving both our communication and customer experience. Should you wish to discuss this further,  please reach out to our team directly at ******************************* alternatively you can simply reply to the email sent to the email address on file.
  Thank you for your patience and understanding as we work to improve.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 01/10/2025

  [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:12/28/2024

  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.

  Invoice Number:202052979891 Contract Number:68738004 Invoice Amount:$17.00 Product Name:IONOS Instant Domain I received an email mail from IONOS for my domain name to renew for the next year. It did not say it was paid, which would automatically normally be done with the credit card file. I went to the website added a new credit card hoping to make the payment then, but there is no way I can see to make a payment. Why does your company send me an email with the current amount due, but not charge the card automatically on file? Also, when I log into the website, why is there not a simple check out system where I can pay the amount due immediately? Also, how do you set up Auto pay? None of these services are available on your website and I'm a mess to wonder why it is so difficult to pay your bill. Is my domain in danger of being not renewed or taken away from me? What are you guys doing here? Please have someone from your organization call me that is authorized and in full knowledge of these details. When they contact me, please have them provide their full name, direct number, direct email address, the best time to reach them, and the hours are available. Thank you and have a nice day!

  

  Business Response

  Date: 12/31/2024

  Dear Mr. ********* ******,
  Customer satisfaction is our top priority, and on behalf of IONOS, I sincerely apologize for any confusion or frustration you experienced regarding your domain renewal and payment process.. 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. 
  Wed like to clarify that all services with our company are set to autorenew and automatically charge the payment method on file within seven days of the invoice date. This process is outlined at the time of order, in the order confirmation email, within our terms and conditions, and on the invoice itself.
  We can confirm that payment has been successfully received, and your domain has been renewed for the upcoming year. Your domain is secure and not at risk of being lost.
  We apologize if the renewal process caused concern or if key details were missed. A member of our team will be reaching out to you as requested to address your questions in more detail. We appreciate your patience while we ensure you have the information and support you need.
  We hope this explanation helps clear up your concerns, and were grateful youve chosen us for your domain services. If theres anything further we can assist you with, please feel free to reach out to us directly, here within the Executive Solutions Team at ****************************** or simply reply to the email sent to the email address on file for the account.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 01/02/2025

  [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:12/28/2024

  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.

  Purchase domain for advertised price of 2$. I was charged two separate payments of 4$. I called customer service after I saw pending charges to confirm order.Agent on phone said order was still pending and she could not see two separate charges.I sent email to customer service, who advised there was no payment taken from my account as my account had been cancelled.Agent told me my account was cancelled due to secure reasons.I was never informed of this prior to reaching out about the double payment.I was now told there was no payment taken from my account.I provided screen shots to show two separate payments deducted from account. I was screen shot the confirmation I received for the order.I am now being told to contact my bank as they cant do anything.I feel as though this company defrauded me. They have taken my money and refused service. They have also refused to refund my purchase amount.I would not recommend this company and I regret attempting a purchase as a new customer.

  

  Business Response

  Date: 12/31/2024

  Dear ******* ********, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I would like to sincerely apologize for the frustration and confusion you have experienced regarding your recent experience. We completely understand how upsetting this situation may have been, and we want to address your concerns fully. 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 want to assure you that we do not collect funds for orders that do not complete. The charges you are seeing are authorization holds, which are a standard part of the payment process for online transactions. These holds are placed temporarily to verify the payment method and ensure funds are available for the order.
  As the order did not complete on our end and the account was canceled for security reasons, as we were unable to verify information during the order process, these holds should have automatically released the funds back to your account. This process is standard across many online vendors. We confirm no payment was collected by our company, and no invoices will be generated.
  If you have not yet seen the funds released, we recommend contacting your financial institution for a status update. They will be able to provide further clarity and assist with the release of the authorization holds.
  We understand your frustration and deeply regret the inconvenience this has caused. Please feel free to reach out to us directly, here within the Executive Solutions Team at ********************************************************  if you need any further clarification or assistance.
  Thank you for your understanding.
  
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:12/23/2024

  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 website domain from Ionos in August of this year. I was promised a flat rate and later (between a week and 2 weeks) received invoices for easily 10 times the amount of the flat rate. These included hidden fees, subscription services that I didn't sign up for etc etc. The company refuses to end the contract or refund me.

  

  Business Response

  Date: 12/31/2024

  Dear Mat ******,
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for any confusion or frustration you have experienced regarding your recent purchase and billing. 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, and we appreciate the opportunity to address this matter.
  According to our records, all services on your account were added through the customer interface without assistance from our team members. At the time of purchase, a confirmation email was sent to the email address on file for your account. This email included details of your order and the associated contract obligations.
  While our terms and conditions typically require all services to adhere to their contract terms, we want to assist you in resolving this situation. Weve also sent an additional email to the address on file for your account to provide further clarity and options. Please review the email and respond directly, so we can proceed accordingly. Alternatively,  please dont hesitate to reach out to us directly, here within the Executive Solutions team at ********************************************************.
  If you choose to terminate, please note that all data, domains, emails, web files, and other associated services will be permanently deleted and unrecoverable. We are happy to help with this or discuss any other questions you may have.
  We hope this explanation is helpful, and we look forward to your response. Thank you again for reaching out.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair 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 have experienced repeated issues with IONOS regarding unresolved matters related to our accounts, particularly involving SSL certification. Despite numerous attempts to contact IONOS customer service and escalate the matter, their unresponsiveness and lack of meaningful action have severely impacted our business operations. As a company that spends thousands of dollars annually on domain registrations and related services with IONOS, we expect a level of professionalism and accountability commensurate with the scale of our business relationship. The inability to secure and implement SSL certifications on our domains is directly harming our business, as it compromises website functionality, trustworthiness, and compliance standards. Despite assurances from IONOS representatives that the issue would be resolved, the matter remains unresolved. This neglect of service obligations, coupled with inadequate communication, has forced us to seek alternative avenues for resolution. We request the immediate attention of IONOS leadership to rectify this issue and ensure that steps are taken to prevent such lapses in the future.

  

  Business Response

  Date: 12/20/2024

  Dear *** ******, 
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry for the repeated issues you've encountered, particularly regarding SSL certification, and for any inconvenience this has caused to your business operations. 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 deeply value the time and effort you have spent with us and appreciate the trust youve placed in our company, given the significant investment you make annually in domain registrations and related services. We understand the critical nature of SSL certifications for website functionality, trustworthiness, and compliance, and we regret that this matter has not been resolved to your satisfaction despite previous assurances.
  To address your concerns promptly, we will be reaching out to you directly at the phone number provided within your review. During this call, we aim to discuss your specific needs and explore the options available to resolve the issues at hand. Given the scale of your services with us, a shift in account resources may be necessary to better align with your requirements, as our standard accounts can be limited in this regard.
  We are committed to assisting you and resolving your concerns, and we look forward to the opportunity to regain your trust and confidence in our services. If you have any further questions or concerns, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  Thank you for bringing this to our attention. We hope to resolve this matter to your satisfaction.
  Sincerely, 
  ******** Smith 
  Executive Solutions Manager
  IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 12/26/2024

  [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:12/17/2024

  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 billed me fraudulently for two months. When I contacted them about this, they agreed to credit my bank card on file for $40. Unfortunately, they issued a refund on the 26th of November to a closed bank card. My bank reached out to IONOS via letter to notify them that the money never went through. I also contacted IONOS to make this known and I was told to update my account with a new bank card, which I did, and they would reissue the refund of $40. I have yet to receive this credit. I call every day and have been told repeatedly that the issue was escalated and it will take 24 to 48 hours to research. That was three weeks ago. I feel as if I am getting the runaround. I was told by one of IONOS' representatives that I am not the only one this has happened to. He explained that he has spoken to management in the ************ and that someone from Billing will be givng me a call - but I have yet to receive a call or my $40 credit.

  

  Business Response

  Date: 12/19/2024

  Dear R'chelle Cyrus, 
  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. 
  With the documentation you provided, our backend team was able to confirm that the refund initially did not process because your account had been closed. Unfortunately, due to an error, we were not made aware that the refund had been rejected. We apologize for this lapse in communication.
  Please rest assured that our backend team is actively working to reissue the credit notes. We are committed to ensuring that the refund is processed to the payment method on file as quickly as possible. Once the refund has been successfully completed, we will provide you with an update to the email address on file immediately.
  We value your feedback and appreciate your patience as we work to resolve this issue. If you have any further questions or concerns, please dont hesitate to reach out to us here within the Executive Solutions team at ********************************************************.
  Sincerely, 
  ******** *****
  Executive Solutions Manager
  IONOS, Inc.
  *************************************