Reviews

This profile includes reviews 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

  

Review Details

• Review fromEngin S

  Date: 09/05/2024

  5 stars
  I have been an IONOS customer after ***** for many years, I have been having constant problems. I have cancer and heart disease, while I was undergoing intensive treatments, they blocked my account before 30 days for $85 that I could not pay and sent it to the collection department. Then I tried to pay, I could not pay to the phone number they gave me, the system was not working, the other day I received an email reminding me to renew a domain name that would expire, I called, the people who answer the phone act as if they live on Mars and do not like earthlings, they do not listen, they do not listen, they memorize and do not accept anything else. And I couldn't renew my domain address, it's going to expire in a few days and I'm losing my domains that I've had for years and I've paid for them in advance. IONOS is stealing them from me, it's a kind of urban escalation. I'm trying to make a living, I can't spend hours every day fighting with IONOS...
  

  IONOS, Inc.

  Date: 09/06/2024

  Dear *****,

  
  Thank you for sharing your experience, and I sincerely apologize for the challenges you've faced. We understand how difficult this must be during your treatment, and Im truly sorry for the added stress.

  
  As part of our standard billing process, multiple payment reminders were sent to the email address on file before the account was forwarded to collections. We understand this process can be frustrating, and I apologize for the trouble it caused.

  
  Regarding your domain renewal, I assure you we are not trying to take your domains away. If youre still having issues, please reach out, and we will work to resolve this before they expire. Weve also sent an email to the address on file with more details.

  
  Lastly, your feedback on our customer service is noted, and we are addressing this internally. We are committed to improving your experience and are here to assist you further.

  
  Wishing you good health,

  ********,
  IONOS

  
  

• Review fromUS B

  Date: 08/28/2024

  1 star
  My experience with Ionos was a nightmare. Trusting Ionos with our business' web solutions was the worst mistake we made as a company this year. As soon as we transferred domain services to Ionos our website stooped functioning properly. We communicated with Ionos to fix the issue, and the customer support representative we worked with was terrible. Shortly after the website stopped working, our company emails stopped working. We had to spend countless hours fixing the issues caused by Ionos. Do not trust Ionos with your company brand.
  

  IONOS, Inc.

  Date: 09/03/2024

  Hello, 

  Thank you for taking the time to share your feedback with us. I am genuinely sorry to hear about the difficulties you've experienced with our services. We understand how crucial a fully functioning website and email system are to your business, and its clear we did not meet your expectations.
  Please accept my sincere apologies for the inconvenience and frustration this has caused you. Your experience does not reflect the level of service we strive to provide to our customers. I would like to investigate this matter further and ensure that we address the problems you've encountered.
  Could you please provide more details about the issues? We have sent an email to the email address within this review or  please reach out directly to our team at ******************************* We are committed to resolving any outstanding concerns and making things right.
  Thank you for bringing this to our attention. Your feedback helps us improve, and we hope to have the opportunity to regain your trust.

  ********, 

  IONOS 

• Review fromLok H

  Date: 08/15/2024

  1 star
  These guys are crooks. Even after I closed my account and all my services I'm still being billed automatically. They make it super difficult to get a hold of anyone to do this work and cancel and then if you are not paying attention they will just take money from you. They will transfer and transfer you, drop your calls, make you wait, etc. **************** has hung up on me multiple times when trying to get my money back. My advice is not to even start a service with them. They are not trustworthy or reliable. They should be removed from all web hosting recommendations, but I'm sure they pay to get listed on review sites. Is anything on the internet honest anymore?
  

  IONOS, Inc.

  Date: 08/20/2024

  Hello ***, 

  Thank you for sharing your feedback, though Im sorry to hear about your frustration. Customer satisfaction is our top priority, and on behalf of the company, I apologize that your experience with us has not met your expectations. Your concerns have been previously addressed, and your account has been cancelled with refunds issued accordingly.
  
  Please note that for security reasons and to prevent data loss, termination requests must be provided for each service individually. Cancelling one service does not automatically cancel others linked to your account.
  
  I appreciate the time you took to provide this feedback. Direct feedback from our customers is a valuable resource that helps us focus on the aspects of our products and services that need the most attention. If you have any remaining issues or questions, please feel free to reach out, and well do our best to assist you.

  Thank you, 
  ********
  IONOS US
  

• Review fromSummer S

  Date: 08/14/2024

  1 star
  Absolute fraud of a company. I purchased a domain name & got some add-on deal for web hosting. I tried to cancel the web hosting before the renewal date but when I went online to do so, I could not. I reached out via email and never received a response. Some time later, I got a bill and tried their chat, which told me to email again. So I did. Still no response. I kept trying but no one ever replied. I honestly forgot about it for a while after that because of some health issues/surgeries/recovery, and almost a year later I am still being billed. When you call it just goes to a voicemail that sounds like some ***** in his parent's basement. When I emailed them again, they still did not reply. I eventually sent them an email letting them know that I had opened a case w/ the BBB & reported their fraudulent billing practices (no way to cancel & no one responds to cancellation) to the *** and magically I started getting responses.This company has the ***** to tell me that no matter what, I still owe them $182 even though they can CLEARLY see that I never used the domain or the web hosting. They even admitted to receiving my request from a year ago, but did nothing aside from bill me.Their "senior manager" finally reached out after about 11 emails of them telling me I still had to pay & me telling them to pound sand, and had the absolute nerve to tell me they can send me a PayPal link for payment. Payment for what? You complete scam of a company! Beware! They will add on products & make it seem like a good deal, then make it impossible for ypu to cancel by putting you through a loop of contacting everyone but their grandmothers, then bill you and hold your domain name for ****** until you do. Run far away from IONOS!!!!
  

  IONOS, Inc.

  Date: 08/16/2024

  Hello Summer,

  
  We appreciate the feedback and taking the time to submit this BBB Review.

  
  Unfortunately I was unable to find an account with the details provided.  We would be happy to personally review the account cancellation process as well as any outstanding amounts and work toward a satisfactory resolution with you. 

  Feel free to send those details to ****************************** and we will respond within 1 business day.

  At our company, we prioritize the security and privacy of our customers' data. Therefore, we are unable to cancel services without explicit permission from the customer. It is essential to highlight that when services are terminated, all associated data is deleted and becomes unrecoverable. Without explicit permission from our customers, their ********************** or personal data would be lost with no means of retrieval. This policy is in place to safeguard the interests of all our customers and ensure the protection of their sensitive information
  

  
  We sincerely apologize for any inconvenience caused and appreciate you letting us know about these issues.

  
  Thank you, 
  ********
  IONOS US
  

  
  

• Review fromDavid L

  Date: 08/13/2024

  1 star
  Ionos as far as I'm concerned commited FRAUD. They billed my credit card $295 for someone elses account and so far will not return my money. This has been ongoing for months, every time I call it's the same old story. I should get a refund in x business days. Tired of hearing this story.
  

  IONOS, Inc.

  Date: 08/16/2024

  Hello *****, 

  
  Thank you for taking the time to submit this BBB Review.

  
  We are sorry to hear about your experience regarding account billing and I see we have previously contacted you about the chargeback process.  This process is in place to protect customers from fraudulent charges.  When an invoice is disputed by a financial institution those funds are withdrawn from IONOS and returned to the original bank account.  Therefore we are unable to fulfill any further refund requests as that would in essence be getting paid twice for the same invoice.

  
  We understand that this policy may be disappointing, but it is necessary to uphold the integrity of our services and protect the interests of all our users.

  
  We sincerely apologize for any inconvenience caused and appreciate you letting us know about these issues.

  
  Thank you, 
  ********
  IONOS US
  

  
  

• Review fromCody D

  Date: 08/02/2024

  1 star
  I recently called customer support to cancel my contracts as it was required to prove my identity. I respect this portion as it provides added security. However, during the call I found the true reason for this policy. It is to get you to stay on as a customer. As I no longer needed the solution I purchased, I was not interested in the discounts or benefits they were offering. The conversation ended with the understanding that all my contracts would be cancelled. 2 days later I received a notification that I was going to be billed for triple the amount of my normal contract. Luckily I was using PayPal and was able remove Ionos's authorization to charge me. After the payment letter I received an email stating the payment was declined and that I need to pay or I will lose access to my products. I wanted to email this time as I didn't want to listen to some one try and convince me to stay on and pay for a product I will no longer use. I have no complaints over the quality of their product. It always worked and did it's job. My complaint is their business strategy and customer service. Unfortunately, for this reason, I will most likely choose another provider the next time I find my self needing a web solution.I just wanted to share my experience to help the next person make an informed decision before they sign on with IONOS.
  

  IONOS, Inc.

  Date: 08/07/2024

  Hello ****, 
  Thank you for taking the time to submit this BBB Review.
  We do want to emphasize that at IONOS, customer data is of highest importance and therefore we do want to ensure requests to cancel are made by verified account holders.  We prioritize our customers by making sure our agents provide the information necessary to meet the needs and wants of our customers.  This includes finding appropriate alternatives the customer *** not be aware of for a particular contract.
  We understand that this policy *** be disappointing, but it is necessary to uphold the integrity of our services and protect the interests of all our users.
  Regarding your specific case, we regret any misunderstanding that *** have occurred.  I have sent a follow-up email to the address on file with more specific details regarding the account closure.  We sincerely apologize for any inconvenience caused and appreciate you letting us know about these issues.
  Thank you, 
  ********
  IONOS US
  

• Review fromVilly C

  Date: 07/22/2024

  1 star
  I am writing to formally lodge a complaint about a recent experience I had with your customer service. I encountered an issue where my debit card payment was declined due to an incorrect zip code being used. Given the importance of having my email services functioning for my business, I contacted IONOS customer support to rectify the issue.Unfortunately, the customer service representative I spoke with was extremely rude and unhelpful. When I asked for assistance to expedite the process, the representative bluntly told me that nothing could be done. Furthermore, when I requested to speak with a supervisor, my request was refused. The representative also declined to provide the address of IONOS headquarters in the United States, suggesting I look it up myself. The interaction ended with the representative threatening to hang up while I was still asking questions.I have never experienced such arrogant and dismissive behavior from a customer support representative. This level of service is unacceptable, especially considering the critical nature of email services for my business operations.I kindly request that this matter be investigated and addressed promptly. I expect a resolution that ensures my email services are restored without further delay and that appropriate action is taken regarding the conduct of the customer service representative involved.Thank you for your attention to this matter. I look forward to your prompt response.
  

  IONOS, Inc.

  Date: 07/24/2024

  Hello Villy, 
  
  Thank you for taking the time to submit this BBB Review.
  
  We're sorry to hear your efforts to reactivate IONOS services were not sufficiently prioritized. We always aim to provide a quality product and excellent support.  From your own account, this goal was not only missed but also mishandled.
  
  We regret the poor experience in speaking with our agents and not answering all questions to your satisfaction.  We have forwarded this information to our ***************** Team for quality and training purposes. This team will properly address the agents handling this case and advise management for areas of improvement.  We have sent an email to the email address on file with additional information regarding your concerns.
  
  Once again, we apologize for any inconvenience you may have experienced, and we thank you for bringing these issues to our attention.

  Thank you, 
  ********
  IONOS
  

  
  

• Review fromCharles E

  Date: 07/15/2024

  1 star
  I was with the company for nearly two decades. When I brought up an issue, they decided they wanted to delete all of my data without warning and cancel my account. I didn't have a recent backup. I spent months redeveloping the code on a dedicated server (hosted elsewhere) and have been happy.Recently, I wanted a VPS from IONOS for testing. Now they are talking about disabling THAT account. They really hate customers. I don't know why they're in business.
  

  IONOS, Inc.

  Date: 07/17/2024

  Hello *******, 

  
  Thank you for taking the time to submit this BBB Review.  We want to emphasize that at our company, we maintain strict adherence to our terms and conditions to ensure a safe and secure environment for all users. Once an account has been determined to be in violation of these terms and conditions, we regret to inform you that no further support can be provided.

  
  We understand that this policy *** be disappointing, but it is necessary to uphold the integrity of our services and protect the interests of all our users. We want to assure you that our procedures for handling such matters are designed to be fair and transparent, and we take any violations seriously.

  
  Regarding your specific case, we regret any misunderstanding that *** have occurred. Once again, we apologize for any inconvenience you *** have experienced, and we thank you for bringing these issues to our attention.
  Thank you, 
  ********
  IONOS US
  

  
  

• Review fromJames N

  Date: 07/10/2024

  1 star
  Absolutely fraudulent company. Will have a reasonable rate then take your information and sign you up for subscription services with zero mention. When $144 is automatically withdrawn they have a huge fine print saying theyll keep the money. Ive never heard of a company being predatory and false like this. Complain to company and no response, complain and filed with financial institution. STAY AWAY FROM THEM!
  

  IONOS, Inc.

  Date: 07/11/2024

  Hello *****, 
  
  We're sorry to hear you haven't enjoyed your experience with IONOS so far. We always aim to provide a quality product and excellent support.
  
  Please note that IONOS does not sign customers up for services without their consent, however, once a service is purchased, auto-renewal is the standard option, and customers may turn off their renewal at any time if services are no longer required beyond the renewal date. 
  
  Like most recurring services, if a service is not canceled prior to renewal, payment occurs automatically on the scheduled renewal date. Filing a chargeback dispute against a valid renewal payment is not recommended, rather we suggest contacting our support staff should an unintended renewal occur, and we may assist directly.
  
   In general, we would advise customers to contact ********************************* or call ************ M-F 8am-8pm EST. In this case, as information was provided allowing us to locate the account, we're happy to assist and will be sending an email shortly.
  
  Thank you, 
  ****
  IONOS

• Review fromKR T

  Date: 07/08/2024

  1 star
  This is a scam company. They turn you over to collections for not renewing your domains. If you turn off auto-bill, you get sent to collections. Unless you have time to actually CALL them which no other company requires to cancel your obligation to pay for undesired domains. They do not warn you. They do not contact you. They just send to collections once you turn off auto bill and the date arrives to rebill. Even the debt collector agreed they are getting dozens of calls a day about this shady practice! No excuse to use IONOS over reputable companies who simply let you cancel auto billing to let go of a domain.
  

  IONOS, Inc.

  Date: 07/11/2024

  Hello KR, 

  Customer satisfaction is our top priority, and on behalf of IONOS, I am sorry to hear that your experience with our company has not met your expectations. I appreciate the time spent to provide your feedback.  As per our terms and conditions, all services are set to automatically renew. Notifications are sent to the notification center of the control panel and all billing notifications are sent to both the email address on file for the account and notification center of the control panel. Cancellations can be processed by turning off the automatic renewal within the control panel or contacting our cancellations team via email at ********************************* or via phone at ************ M-F 8am-8pm EST. Unfortunately, we are unable to locate the account in question however, in order to address your concerns further please email our team directly at ****************************** and we will be happy to assist. 

  Thank you, 

  ********

  IONOS