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:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company started charging for addons that weren't requested. This includes php support and website builder. This is on a plan that was basic domain reg only. When the charge started to get denied they have turned off email hosting for another domain and wasted 30+ minutes on the phone without doing anything other than reading the invoice.

  

  Business Response

  Date: 11/21/2023

  Dear *********************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  Our records indicate that our team has recently addressed your concerns and the features in question have been terminated and recent costs incurred have been reversed. For clarity IONOS, does not bill for services without providing information regarding the service and the ability to terminate the service if the service is not required. All notices are sent to the email address on file for the account well in advance of any fees being assessed for the service. IONOS is committed to transparency and delivering competitive and secure services to our valued customers.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience caused, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:11/04/2023

  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.

  I signed up for Ionos's Email Marketing over 5 days ago, so I can send bulk emails, and it still doesn't work. They keep telling me that sendout domain needs to be updated, which I did 5 days ago, and every time I call I get a different response. Today they told me that I never changed the sendout domain (WHICH I DID) and that they'd like to do it for me over the phone. I told them NO, because it will start the process all over again and I don't want to waste another week. Black Friday is coming up and they are costing me money every single day I can't send out my bulk emails. This company is horrible. Someone tell me what is going on. I signed up for the 10,000 a month email package and every day they are costing me 333 emails, that's $1,500 emails down the drain and counting!

  

  Business Response

  Date: 11/15/2023

  Dear *********************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention.
  
  Our records indicate that the domain connection concerns have been addressed prior to submitting your complaint to the Better Business Bureau. Once the domain was properly updated the service was available for use. We have sent an email to the email address on file with additional information regarding your Email Marketing service. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected].
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

  Customer Answer

  Date: 11/16/2023

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

• Initial Complaint

  Date:11/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau, I would like to file a complaint against the web hosting company IONOS regarding inconsistent and misleading billing practices. I have been a customer with IONOS for over 4 years, but despite being a long-time customer, I have been getting charged higher rates compared to what is advertised on their website. Specifically, IONOS currently advertises their WordPress hosting plans for $15/month including a free domain name. However, my monthly invoices show I have been charged $8-10 per month for the same WordPress plan, plus an additional yearly fee for domain registration. This has been ongoing for over a year based on the attached invoice records I am providing. IONOS continues to advertise these lower WordPress hosting rates publicly to acquire new customers, but does not honor those same rates for existing customers like myself. I have made multiple attempts to contact their support team to get my billing adjusted to the current rates, but they refuse to do so. I believe this is a deceptive business practice, where they lure in new customers with advertised pricing but then do not live up to those same rates. As an existing customer for many years, I should be entitled to the same published pricing they offer to new sign-ups. I have attached invoice records spanning the last 1-2 years clearly showing these billing discrepancies. IONOS should honor their advertised WordPress hosting pricing for all customers, not just new sign-ups. I would appreciate the BBB looking into this complaint of unfair and inconsistent billing practices. Thank you,*********************

  

  Business Response

  Date: 11/15/2023

  Dear *********************, 
   
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. We value the opportunity to address your inquiries and assist you with any concerns regarding the promotional offers and billing details associated with your IONOS services.

  We want to emphasize that our services are subject to various promotional offers available at the time of the order, all of which are clearly defined on our website. We prioritize transparency in our dealings, and therefore, all orders with IONOS are accompanied by an order confirmation and a contract confirmation shortly thereafter.
  
  The order confirmation provides detailed information, including the service ordered, promotional rate, renewal rate, and billing terms. Moreover, each invoice outlines the services ordered along with their current prices. Please note that promotional offers are subject to change, and as an existing customer, you can access certain promotions within your control panel when available.
  
  All communications regarding your account are sent to the email address on file and are available in the notification center of the control panel. We apologize for any confusion that may have arisen if the contract terms outlined at the time of the order and in the order confirmation differ from the amount you have been billed.
  
  If you find discrepancies or have further questions, please reach out to our team at [email protected], and we will gladly review and assist you further. Your satisfaction is our priority, and we are committed to resolving any concerns you may have.
  
  Once again, we apologize for any inconvenience, and we appreciate your time in sharing your feedback with us.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/31/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business advertised low prices at the start. $7/year for a .org, but what they don't tell you is that you are also paying special fees. After one year the $7 goes to 20, sure ok. But the total bill comes out to $85. Why? Because suprise theyve also added in we building software that you can not cancel without cancelling the website Ove the single year I had this service I had received several spam calls from them on lones with no caller id of any kind, regardless of me telling them to not call me, asking me to upgrade my plan. This has lead me to reporting them for do not call violations as well. Upon finally getting the option to cancel, I was forced to call them to cancel, where I ended up being hung up on twice, then put on hold, and hung up on again. I would highly recommend, as it shows by everyone else. You go elsewhere with your business. Especially since they are apparently charging $65/year for a website builder that gives you no customization options other than what the words say. And what pictures there are.

  

  Business Response

  Date: 11/06/2023

  Dear **. ********************

  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback. Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention.

  While we aim to help the best we can, we are limited in the type of assistance we can provide as the email address you are using is not associated with the IONOS account in question. For security purposes we can only make changes on the account or provide account specific information when contacted by the designated email address on file for the account. However, we value tranparancy and as such all orders with IONOS provide an order confirmation along with a contract confirmation shortly after. The order confirmation lists the service ordered, the promotional rate and renewal rate and terms of billing. In addition, all invoices provide the service ordered and lists the current price of each service. If the information provided to you within the order confirmation differs from the amount you have been billed, please reach out to our team at  [email protected] as we will be more than happy to review and assist you further.

  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.

  Sincerely,

  ***************************
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

• Initial Complaint

  Date:10/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday Oct 25th, 2023: Called into 1and1 hosting dept, spoke with a Tier 1 rep. Explained in great detail what I needed done. She provided info back to me that proved to be incorrect and now for 48 hours later, I have no website. This means I will be asking for a refund. Amount TBD based on how long this takes. ***********************************************************************************************************************Friday Oct 27th, 2023: Called back as I am still without the issue being addressed and now 24 hours PAST the promised time the issue would be resolved. *************************************************************************************************************************Had to call in 3x asking to speak with a supervisor only to be told by the 3rd Tier 1 rep that ALL the supervisors were in a meeting and no one was available to take my call.

  

  Business Response

  Date: 11/06/2023

  Dear *************************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  It was a pleasure speaking with you, and we genuinely thank you for your patience as we diligently worked to address your concerns. We want to confirm that your request was successfully executed as originally planned on October 25th. However, it came to our attention that the SSL configuration was not in place for the domain. This situation led to specific web browsers enforcing SSL/TLS policies. Notably, browsers like Google Chrome, Mozilla Firefox, and other widely-used ones have taken measures to flag non-HTTPS websites as "Not Secure" in their address bars.
  
  We are pleased to inform you that we have since enabled SSL and updated the domain forwarding. Consequently, the website is now accessible on all web browsers without any issues.
  
  Your feedback is valuable to us, and we have promptly forwarded it to our management team. This will assist us in enhancing the quality of our services and in tailoring them to better align with the desires and requirements of our valued customers. Once again, we thank you for your feedback and sincerely apologize for any inconvenience this may have caused.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. 
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  

• Initial Complaint

  Date:10/26/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cancelled a service with them in Dec 2022. Was continually billed but went unnoticed as I have other products with them. Found out that not only did the billing continue but also had the price raised without notification. Tried again to cancel and request refund, transferred to the cancelation where I was left on hold over an hour. Requested a callback and eventually heard back. Was told that even though the service wasn't used there was no refund possible as I hadn't verified the cancellation previously.

  

  Business Response

  Date: 10/27/2023

  Dear ***********************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  Upon a thorough review of your concerns, we were unable to locate any case history that corresponds to the issues you mentioned. We understand how frustrating this can be, and we regret any inconvenience you've encountered. For further clarity, our services are billed based on allocated resources rather than usage. As such, the service remained active and invoices continued to generate as we did not receive a prior request for service termination. We understand that this may have caused confusion, and we apologize for any inconvenience. In March 2023, we advised of the upcoming changes to our pricing structure. Notifications about these changes were provided via email and were accessible in the notification center of your control panel. We apologize for any misunderstanding in this regard. To ensure clarity in the future, please be informed that you have the ability to request the deactivation of your services at any time through your control panel. For step-by-step instructions on how to process this, please visit: ************************************************************************************************************************************.
  
  As a measure of good faith, we are issuing a reversal of the relevant invoice to remove the balance from collections. Please rest assured that when a balance is passed to collections, it does not impact your credit score, as it is only forwarded after a 60-day period of non-payment.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to:  [email protected]. Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  This is still completely unacceptable. All invoices are paid with the exception of the most recent one and you're telling me it was sent to collections.  That's ridiculous and completely unprofessional. No notice was given of that and even if it is being reversed, it still doesn't make up for it all the other charges. Also I don't understand how you're not able to find the account and issue but somehow are able to find the most recent bill. Please advise,
  
  *******************
  

  

  Business Response

  Date: 12/01/2023

  Dear *******************, 
  
  We understand that the situation regarding the recent invoice and its handling has been frustrating, and we want to address your concerns.
  
  Please note, all communications regarding the account including but not limited to invoices and pricing structure updates are sent to the email address on file for the account and the notification center of the control panel. Based on the information provided in your complaint we were able to locate your account however, we were unable to locate any record of a request to terminate the service or correspondence with our support team regarding this request in December 2022.
  
  However, the invoice has been reversed and a credit invoice has been sent to the email address on file for the account.  We acknowledge the importance of transparent communication, and we constantly work to ensure that information is shared as effectively as possible and we are sorry to hear that this communication was missed. We apologize for any inconvenience caused, and we appreciate your understanding. We are committed to learning from this experience and improving our processes to prevent similar issues in the future.
  
  Thank you for bringing this to our attention.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  **************************************

• Initial Complaint

  Date:10/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ****** was charged $46.96 on July 4th. They claim it was never paid even though that amount has been deducted from my bank account. They claim they had a "billing error" and that if I pay them another $46.96 they will unlock my account and give me a refund for $46.96, which doesn't make any sense to me. They have now sent it to a collection agency which is demanding $65.91. I owe them nothing. They are holding my domains hostage and refuse to take the charge off my account unless I pay them first and now they want to charge me more? Absolutely not.

  

  Business Response

  Date: 11/01/2023

  Dear *******************************,
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  According to our records we were able to successfully collect the amount referenced, however we received notice of a chargeback dispute from your financial institution shortly after, which effectively removed the payment from IONOS and returned the funds to your financial institution. In doing so the balance became outstanding and was forwarded to collections after 60 days of non-payment. As a measure of good faith, we have issued a reversal of the relevant invoice to remove the balance from collections. Please note that when a balance is passed to collections, it does not impact your credit score, as it is only forwarded after a 60-day period of non-payment.
  
  We would like to confirm that the associated service is active and available for use at this time. 
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 11/01/2023

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

• Initial Complaint

  Date:10/20/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been a customer if 1 And 1 for 20+ years. Recently, and out of nowhere, I receive an email from Ionos saying that I have past due balances on 5 domains, 4 of which I haven't owned in 10+ years. They sent me a list of contract numbers with no real details about each one and no PDF Invoices or any documentation saying what I owe and why I owe on said contracts/subscriptions. They can only tell me that I have past due balances, all from 10+ years ago, and I'm just now hearing about them. Out of nowhere, they now want $154 for something they can't even give me detailed invoices / history on. They said they updated their billing system. This is the MOST unprofessional business practice I've seen in the world of digital services with Domain/Hosting providers. It seems like since the company changed to Ionos the customer service has gone out the window.

  Customer Answer

  Date: 10/26/2023

  After going back and forth with several employees at Ionos I ended up paying around $75 for some of these 10+ year old bills from them. Now my account is back in good standing and I was able to add new products/services. This has been resolved.

  

  Business Response

  Date: 10/27/2023

  Dear *************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  Upon a thorough investigation into the matter, we discovered that your recent order was halted due to an outstanding debt on several previous accounts. We understand the frustration this may have caused and acknowledge that our system did not halt new orders as per our standard account management procedure. Please allow me to clarify our policy on this matter.
  
  Any outstanding debt from previous accounts must be satisfied before ordering new services. This policy is in place to maintain the integrity of our services and to ensure that we can consistently provide you with the highest level of support and uninterrupted service.
  
  We sincerely apologize for the delay in halting new orders and advisement of outstanding debt. It is important to note that all notifications and communication related to your account are sent to the contact email associated with your account. This is designed to keep you informed about your account status and any updates or changes that may occur. We understand that there may have been miscommunication in this process, and we are actively working to improve our notification procedures to prevent similar issues in the future.
  
  We value your business and want to ensure your complete satisfaction. To facilitate this process, we have reviewed the accounts in question and as a courtesy, we cleared the debt on several accounts as a courtesy and removed billing restrictions. This means that you are now eligible to establish new orders with us immediately.
  
  Once again, we apologize for any inconvenience you may have experienced, and we appreciate your understanding  as we strive to improve our account management procedures. Your experience is of the utmost importance to us, and we are dedicated to providing you with the best service possible.
  
  If you have any further questions please feel free to contact us here in the Executive Solutions Team via email to: [email protected]. Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************
  
  

  Customer Answer

  Date: 10/27/2023

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

• Initial Complaint

  Date:10/18/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I created an account with  IONOS (web hosting) on April 18, 2023. I transferred my existing personal domain to their service and built a new website. When my partner and I decided to start our own web design business, I purchased a second domain name with IONOS (*******.**) and attempted to add hosting for that domain to my existing account.  IONOS calls their offerings "Contracts" but does not offer any explanation as to what that contract is, how to manage/cancel only part of it, or anything else for that matter. When it became clear IONOS hosting would not meet our professional needs, I cancelled the "contract" that appeared to cover our business hosting. I then received notice that my invoice for the (cancelled) contract was overdue (?) and I was perplexed. I attempted to contact IONOS four (4) separate times and received zero response. I have record of the cancellation and hadn't used any of the hosting under the cancelled "contract," so I'm entirely baffled by their attempts to collect "arrears" for something that a) was prepaid so wasn't yet due; b) was cancelled and unused regardless. To compound my frustration, I've now received contact attempts from a COLLECTION AGENCY for the "overdue" amount (for a service that was cancelled). That amount, by the way, is $20.34 CAD. IONOS are jeopardizing my credit for less than twenty-one dollars that I DO NOT owe because cancellation was submitted and services were not rendered nor used. To this date, NOT ONE PERSON has personally contacted me from IONOS despite my attempts to reach them. And now account warns me, in red text, to deal with the collection agency directly. I have numerous transactional emails, including all the messages I wrote to support, and can forward them upon request.

  

  Business Response

  Date: 10/18/2023

  Dear ***************************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. Based on the information provided within this review, we were able to locate the account in question, unfortunately we did not come across any case history or correspondence that highlights the concerns you've described.
  
  We would like to extend our apologies for any confusion regarding the specifics of our contracts/contract management. We place great importance on transparency, and you can find comprehensive information in our help center by visiting this link: *****************************************************************************************************************************************************************
  
  Our records indicate that the request to terminate the service in question was submitted (06/14/2023) after the invoice had been generated (05/29/2023), with an effective date of 6/18/2023, a confirmation email was sent to the email address on file. According to our terms and conditions, the correct procedure for terminating a service is to cancel the auto-renewal within the control panel. This prevents invoicing for an unwanted term. Please note, our services are billed based on allocation of resources, not usage. You can find detailed information on this process by visiting this link: ******************************************************************************************************************************************************************************************************************************************
  
  Please be aware that due to non-payment, the outstanding balance was transferred to our collection agency. However, we want to clarify that this action does not result in a report to credit bureaus and will not impact your credit score. Since the contract has been terminated, I have initiated a reversal for the relevant invoice to clear the outstanding balance. Please note that the process of removing a balance from collections and updating our system may take 2-3 business days to complete. During this time, you might receive notifications about the outstanding balance, but you can disregard them.
  
  We appreciate your feedback, and if you have any further questions or concerns, please feel free to reach out to our team at [email protected]. We're here to assist you.
  
  Sincerely, 
  
  ***************************;
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 10/18/2023

  Better Business Bureau,
  
  I've reviewed the response offered by the business in question, Ionos, regarding complaint ID ********.
  
  Although I disagree with the account provided by the company — which, for the record, fails to address why I was ignored by its Customer Service team repeatedly for weeks as I tried to resolve the issue in question — ultimately I'm satisfied with the resolution offered and trust the terms will be fulfilled.
  

  I very much appreciate the personalized response and willingness to help.
  
  Regards,
  ***********************

• Initial Complaint

  Date:10/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10-13-23 1and1 took my name off line then I called the next day I was told I have to pay 90 to git it back comes from a company that has pulled money out of my account when I told the no to what They were selling they did it even when I sad no. not I cant even fix this it gos from 17 to 90! all them big incs get away with so much yet nothing gets done! Its not right or fair 1 and 1 is not a good hosting provider as another provider helped me with out a 90 dollar fee. I am unhappy with 1 and 1 and this jest made it top.

  

  Business Response

  Date: 10/26/2023

  Dear *****************, 
  
  Customer satisfaction is our top priority, and on behalf of IONOS, I am truly sorry your experience with our company has not met your expectations. I wanted to thank you for taking the time to provide your feedback.  Direct feedback from the customer is an important resource as it helps us focus on the aspects of our products and service that need the most attention. 
  
  We have reviewed your account and confirmed that our support team has appropriately informed you about the sequence of events leading to the cancellation of your domain and the required actions to restore access to it. While we always strive to assist to the best of our abilities, our capacity to aid in situations involving unpaid services is limited. Despite sending multiple payment reminders, notifications of payment failures, overdue invoices, and impending service suspension to the email address on record, we did not receive payment or receive contact from you in a timely manner before your domain was canceled and placed into a redemption period. This Redemption Period typically occurs about 30 days after a domain's expiration date or cancellation. During this 30-day period following expiration, IONOS locks the domain to safeguard it from unauthorized transfers and grant the registrant the opportunity to recover the domain before releasing it to the public.
  
  Please be aware that the Redemption fee is not a penalty but rather an amount that covers the expenses we incur to reclaim domains from the domain registry. Given this cost, customers must agree to this fee before the reactivation process can proceed. Since this situation arose due to nonpayment, and not because of any actions on our part, we are unable to cover this fee on your behalf.
  
  It's essential for customers to manage their accounts responsibly, including monitoring invoices, updating payment information, and keeping contact details current. If you haven't been receiving our emails, please check your spam or junk folders and mark our email addresses as safe senders to ensure you receive all future communications, as email is our primary method of contact. Additionally, you can find all relevant correspondence within the control panel by selecting the bell icon located in the top right-hand corner.
  
  As previously mentioned, our support team has provided the necessary steps to regain access to your domain. We've sent an email to the address on file; please review it at your earliest convenience and respond directly. We're here to assist you further. If you have any additional questions, feel free to reach out to us here in the Executive Solutions Team via email to: [email protected]. 
  
  Once more, we apologize for any inconvenience, and thank you for taking the time to share your feedback.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 10/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I disagree with this I don't care what your system says when I started with 1and1 I had problem I had to pull my card from the account when
  1AND1  was taking out for promo stuff I never wanted. I had to call about that one 1and1 was calling me everyday sometimes twice a day to sell
  there services never mind about all the email I get from 1and1 not to my knowledge have I seen a email saying I'm going to lose my services when
  that day came I called and was told its to late. why is it you can pay 1and1 to call all the time but when the call was Needed 1and1 Never
  called. this would not be a problem if i had noticed it maybe it would be fine but the day it is out its already to-late! when I called about
  this the person on the line did not care to help I had to call twice to somewhat get some answers. Its a experience when you call me to sell
  something then it is when I call. I am done with this 1and1 wasted enough of my time I already had to move my servers to a another name. I
  will say this I will get my Domain back and I will be transferring the domain to ********* I have been with 1and1 before so there not New to me
  I fig they change there ways but I see there still not for there customers and are for the top ******* 1and1 prices when something like
  this is higher then all the outer ones and more pushy. I still fell like 1and1 did not do business the right way. I am jest little me I don't
  make money off this I jest run my own stuff and $100.00 to reactivate after ONE DAY being down I don't think its right and the fact I had NO
  call says you don't care. like I told the last person I talked to at 1AND1 bless her at least she did something and made me fell better about
  things but like I sad It was ONE DAY and no call.
  
  Regards,
  
  *****************
  

  

  Business Response

  Date: 11/15/2023

  Dear *********************, 
  
  We apologize for the inconvenience you've faced. Your feedback is crucial, and we understand the importance of addressing your concerns promptly. We have attempted to reach you via telephone and have sent an email to the email address on file on October 26, 2023 to assist you in  regaining access back to your domain. Unfortunately, we were unable to reach you and have not received a response. 
  
  I want to assure you that your feedback is taken seriously, and we are committed to improving our services based on your input. I apologize for any unwanted promotional activities and communication you received; this is certainly not the experience we aim to provide. We have initiated an internal investigation to review the details of your case, and we are actively working to address the issues you've raised. We value your input, and I want to assure you that steps will be taken to prevent similar occurrences in the future.
  
  The domain in question is pending delete and will be released shortly. Once released, it will be available to the public for registration and you will be able to register the domain at the registrar of your choice. 
  
  Thank you for bringing this to our attention, and again we apologize for the inconvenience caused.
  
  Sincerely, 
  
  ***************************;
  
  Executive Solutions Manager
  1&1 IONOS, Inc.
  *************************************

  Customer Answer

  Date: 11/16/2023

  I am jeat going to close this because we would jest keep going around and never fix the problem. You Never called me to tell me about this matter. The only emails I have from 1and1 is to sell me things you say you called I say no you never did about my domain name being dropped.  You wasted my time for something so easily fixed but for some reason you never listen in your ego is still too high in my opinion.  It's like you never even took the time to read what I wrote and jest send me some pre done letter. It's fine I will jest will NEVER do business with 1and1 and or any Affiliated company and I will pass the word along.  Talk care I hope you treat your customers better but I doubt it.