94 Customer Reviews
Review from Ken D
1 star10/25/2024
Canceling a contract is one thing, having them com3 back and tell me that there are 3 contracts..they said sorry the confusion and cancelled all contracts and still have me in collections for an account I don't use.. you should be ashamed of yourselves. You can ****** see thst there is no activ9ty on the domain and whwn your number comes up spam...who answeres those. And never received an email about being sent to collections.. I am not paying for this..Review from Eric S
1 star10/18/2024
Absolutely disgraceful! After being a customer for 15 years, I had $100 fraudulently debited from my account. When I caught it and reported the issue within 30 days, I was passed from one useless representative to anothersix in totaleach giving me the same runaround about needing approval from the security team for a refund.Five days later, no refund. So I called again, only to be told the refund was approved but not processed because the security team hadnt unblocked my account. Are you kidding me? I wasted more time speaking to yet another clueless **** who had no solution other than pushing the issue back to the same incompetent security team.This company is an absolute joke. The CEO and *** should be ashamed. The leadership here either has no clue what theyre doing or theyre actively playing games with customers money. How does a ********************** let its internal processes get this messed up? It feels like a scam when I have to spend four hours just to get back $100 that was stolen from me.Whoever is in charge needs to get fired, starting at the top. If you value your time, money, or sanityRUN the opposite direction.
IONOS, Inc. Response
10/23/2024
Dear ****,
Thank you for the feedback and we sincerely apologize for your experience to this point regarding a refund for an order which you did not place. Our Executive Solutions Team will be sending a follow-up email to the contact email on file with account specific information and detailed actions to take toward resolving your issue. Additionally requiring multiple calls for a single matter is not the standard we strive for with customer support. ********************* Team will properly address the agents handling this case and advise management for areas of improvement including but not limited to additional training and review of the proper escalation path.We do take matters of account security very seriously as we are entrusted with very important financial information for millions of domain owners. We again regret your experience to this point however we are thankful for the honest feedback, and the opportunity to make things right.
Review from Austin P
1 star10/01/2024
Much like everyone else, I am here to complain about the bait-and-switch that IONOS is pulling with their contracts. I was sent to collections for a bill that was overdue by several months because I had no idea my payments didn't go through; so IONOS decided to close my account, notify me by email only, and send me to collections. I went in today to check my account, only to find out I'v ebeen sent to collections and owe $206. You have to manually opt out of everything. And if you don't, and your payment doesn't go through, which would typically mean a cancellation only for most companies, IONOS will send you to collections. I have cancelled all my contracts with IONOS. I WAS planning to move all my clients over to IONOS this next month as I enjoyed their ease of use, but this interaction was so shady and scummy that I can never in good confidence recommend them again. I would have happily renewed my contract had I known my payments failed. BUT IONOS sending me to collections over this in such a short period of time, I will never deal IONOS again. And I will happily never suggest IONOS to my clients again! STOP MAKING YOUR CUSTOMERS MANUALLY OPT OUT OF RENEWALS. AND STOP SENDING YOUR CUSTOMERS TO COLLECTIONS ON A CONTRACT THEY'VE NOW CANCELLED. IF YOU HAVE TO FORCE A CUSTOMER INTO A CONTRACT RENEWAL WITH YOU, YOU OBVIOUSLY HAVE ZERO CONFIDENCE IN YOUR PRODUCT! Making the opt out process so complicated is why you have a less than 1.2 star rating on here, and well over 13 pages of complaints. The fact that you haven't updated this policy or way of doing business says a lot about your intentions and lack of dedication to customer satisfaction.IONOS, Inc. Response
10/07/2024
Hello ******,
Thank you for sharing your feedback. We sincerely apologize for the frustration youve experienced, and wed like to clarify some details regarding your account and the concerns raised.
When an order is placed, our standard terms and conditions, which include automatic renewals to ensure uninterrupted service, are clearly outlined, agreed upon and included in the confirmation email. Automatic renewal is standard in our industry to help customers avoid downtime and ensure that their websites remain active, as we understand how crucial web presence is. That said, automatic renewals can be turned off at any time through the control panel, and detailed instructions on how to do this are available in our help center.
A temporarily lock is placed on a service due to non-payment after several attempts to process the renewal. We send multiple notifications regarding the overdue balance to both the email on file and the control panel's notification center.
We understand your frustration regarding the collections process. Accounts are forwarded to collections only after an extended period of non-payment and multiple contact attempts. If a termination request is received and the balance remains outstanding, this is due to the contract being active at the time of the request.
We appreciate your feedback on the opt-out process and will review this internally. Your satisfaction is important to us, and we regret that this situation has led you to reconsider your relationship with us.
Please dont hesitate to reach out us here within the Executive Solutions team at ****************************** if you have any further questions or concerns. Were here to help.Thanks!
Michelle
IONOSReview from Avery C
1 star09/30/2024
Scammed me into a collection agency, impossible to cancel contract. The sire doesn't even load. It's almost like they WANT every domain to go to collections.IONOS, Inc. Response
10/07/2024
Hello *****!
On behalf of IONOS, I sincerely apologize for any inconvenience that had been caused here. Based off of the one account that we were able to find with your name, and the email address that you provided within this review, we did not see any case history which indicated the referenced problems that you have mentioned. In order to have this investigated further, and provide you with additional assistance, please feel free to contact us here in the Executive Solutions Team via email to: ******************************* Once more, we apologize for any inconvenience, and thank you for taking the time to share this feedback.
Sincerely,
Michelle
IONOS USReview from Stacy A
1 star09/10/2024
These scammers will sell you a domain for $1 make it extremely difficult for you to cancel or transfer it then charge you 3 times what other companies charge for a domain. I would file a dispute but I need my domain. Stay away from these scammers.IONOS, Inc. Response
09/24/2024
Hello *****,
We sincerely apologize for any inconvenience you've experienced. Based on the accounts we found linked to your name and the email you provided, we were unable locate any case history regarding the issues you mentioned. Please note, you are able to cancel your domain within your control panel at any time. For directions on how to do so please visit: ******************************************************************************************************* Should you wish to transfer your domain to another provider, these actions can be taken as well within the control panel. Please visit: *********************************************************************************************************************************************************************************************************** for step by step directions.
To investigate this further and assist you better, please reach out to our Executive Solutions Team via email at ********************************************************.Thank you for your feedback, and we apologize again for the trouble.
********,
IONOS US
Review from Engin S
5 stars09/05/2024
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. Response
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,********,
IONOSReview from US B
1 star08/28/2024
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. Response
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 from Lok H
1 star08/15/2024
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. Response
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 USReview from Summer S
1 star08/14/2024
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. Response
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 USReview from David L
1 star08/13/2024
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. Response
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
Customer Review Rating
Average of 94 Customer Reviews
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