12 Customer Reviews
- Date
- Highest Rating
- Lowest Rating
Review from Dennis P
1 star01/31/2024
Horrible support if you're having any kind of issue with their product. Impossible to reach a human being despite messages left to them stating that we needed help retrieving backed up data from their site. I have since removed my credit card info which will keep the auto-renew from occurring.I worked in the I.T. industry for 30 years and have long recommended Carbonite. No more. I have contacted all 360 members and told them to cancel their subscriptions telling them of my plight in detail.
Carbonite, Inc. Response
02/01/2024
We were able to connect with this customer and he is happy now.
Customer was able to start his own restore and everything with that appears to be working well. It looks like he found the wrong phone number when he called previously. We stayed on the line while he tested the correct phone number and he was satisfied with this. We now have an open case with him as he will be calling back when the restore finishes for further assistance.Review from Richard G
1 star01/02/2024
Steer clear of Carbonite. Account did not auto renew for some reason and the company gave no prompt and sent no email reminder. They then claim to have deleted any backup data after 30 days.Carbonite, Inc. Response
01/03/2024
This user's subscription expired on 10/4/23. He did not have auto renewal enabled. We keep data from expired subscriptions for 30 days. I checked out email database and confirmed that we sent nine emails starting on 9/5/23 to let this user know that they were going to expire soon. We also show that the message sent on 11/3/23 was opened by the user on the same day. This user did not renew his subscription until 12/27/23. His data was purged on 11/4/23 per our policy. We have refunded the user's purchase from 12/27/23 per their request.
I do have a screenshot from our database of the emails that were sent to this user. I do not see a way to attach it to this response.
Review from charles s
3 stars12/18/2023
ive used service for 3-4 years ; had to retrieve once from a crash ; it worked but was very slow : Forget trying to call them or get help , that aint happening. Even their on line help software doesnt work.Review from Jerry W
1 star06/22/2023
I've been using Carbonite for years and it's pretty good. I even signed up for 3 years last April. A few months ago, it stopped doing the daily autobackup and after several calls and remote sessions, they still couldn't solve the issue. When I asked for a pro-rated refund, they refused and wanted to do more troubleshooting, but they had already destroyed my confidence with the previous interactions, so I just took the $200 loss and switched to IDrive.Review from Daniel D
1 star06/20/2023
I updated my credit card, but I assumed I would not be automatically charged because the old cc was declined. The standard practices is that if auto renewal doesnt go through then a manual payment is required. I simply want to cancel the payment and cancel the subscription, but the company has a policy to delay reaching someone with the authorization to cancel the account.Also heads up! the company was purchased by another corporation that seems to have bad customer support standards ********* to before!Carbonite, Inc. Response
06/21/2023
Thank you for reaching out. We have refunded the charge from 6/15/23 back to the Amex card ending in ****. The previous card was declined. The user logged into their account and updated the credit card on 6/16/23 allowing the outstanding invoice to be paid off.
Refund Number: R-******** $383.48
Review from Elvie Z
1 star03/26/2023
I am no longer using one of my computers, but I can't cancel the carbonite subscription and get a refund because it is over 30 days from renewal. DON'T BUY THIS, it won't allow for changes in your needs.Review from Ruven B
1 star10/24/2022
Carbonite once contacted me to tell me they had lost my backup and I needed to back everything up again.Now I lost items and they restored it but some files are messed up. They tell me the remote restoration didn't work and they will need to do a restoration by sending me hard drive in the mail. All I need to do is fill out a form. But the online form is not working -- some error is coming up. It is taking their engineers a week to figure out while their own online form is not working and of course, every time I call they say the phones are busier than usual, long wait times.awful companyCarbonite, Inc. Response
11/02/2022
Thank you for contacting us through the BBB. We were having issues with the form at the time of your request. This has since been resolved and we have sent out your courier recovery drive. We appreciated your patience while we resolved the issue.Review from Theresa C
1 star07/07/2022
I have been a long time Carbonite customer. This time when my hard drive crashed, incompetent support people slowed down an already slow restoration, condescending agents talked to me like I was a moron. After more than a month, I was missing a significant amount of ******************* The last rep I spoke to informed me I was not subscribed to their newest version, something never mentioned to me before this crash. I paid two years in advance for backup and after this disastrous incident, asked for a refund for the year I dont intend to use, & Carbonite refused because you can only ask for a refund within 30 days of purchase. That obviously leaves no room for future complaints when things tank. Buyer beware. Carbonite doesnt care about you or your stressful computer issues. Plus, you cant reach them on weekends.Review from Manoj S
1 star04/08/2022
I renewed my Carbonite subscription in June 2021 for 2 years but my computer died in Feb 2022. I asked for a prorated refund and the company says they can't do it. Simply ridiculous. everywhere you can get a prorated refund. Why should I be paying for something that I am not using? This company needs to be customer friendly! And something needs to be done to them!Review from Robbi
1 star11/24/2021
Carbonite sent me emails for renewal, I forwarded them on to my IT guy. In the mean time ******* called me about the renewal and I told him I was going to look into it. After speaking with my IT guy and reading that we have 8 computers covered that had not been backed up for a long time (some for over a year (s) See below). I emailed Carbonite on 11/11/21 Case Number: ******** to let them know we would not be renewing. Today (a week later) ***** called me and I let him know that we were not renewing. He got an attitude said "You said you were going to go online and pay it". When I told him that is not what I said he hung up on me. Sad **************** representation,
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.