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Carbonite, Inc.

Phone: (617) 587-1100 Fax: (617) 587-1101 177 Huntington Avenue , Boston, MA 02115 http://www.carbonite.com

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Description

Carbonite, Inc. is a leading provider of online backup solutions for consumers and small and medium sized businesses, or SMBs.  The business provides easy-to-use, affordable, unlimited, and secure online backup solutions with anytime, anywhere access to files stored on their servers, which they call the Carbonite Personal Cloud.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Carbonite, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for Carbonite, Inc. include:

  • Length of time business has been operating.
  • Complaint volume filed with BBB for business of this size.
  • Response to 174 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Customer Reviews  are not used in the calculation of the BBB Rating.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

174 complaints closed with BBB in last 3 years | 38 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 43
Billing/Collection Issues 19
Delivery Issues 11
Guarantee/Warranty Issues 5
Problems with Product/Service 96
Total Closed Complaints 174

Customer Reviews Summary Read customer reviews

31 Customer Reviews on Carbonite, Inc.
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 24
Total Customer Reviews 31

Additional Information

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BBB file opened: February 28, 2006 Business started: 01/01/2005 in MA Business started locally: 01/01/2005 Business incorporated: 02/10/2005 in MA
Type of Entity

Corporation

Business Management
Mr. David Friend, CEO Ms. Danielle Sheer, General Counsel
Contact Information
Principal: Mr. David Friend, CEO
Principal: Ms. Danielle Sheer, General Counsel
Number of Employees

415

Business Category

COMPUTERS-SOFTWARE & SERVICES DATA PROCESSING SERVICE COMPUTERS-TECHNICAL SUPPORT SERVICES Other Computer Related Services (NAICS: 541519)

Products & Services

Carbonite, Inc. offers the following product(s): Carbonite Business, Carbonite BusinessPremier, Carbonite Home, Carbonite HomePlus, Carbonite HomePremier

Method(s) of Payment
Debit Card
Visa
MasterCard
America Express
Refund and Exchange Policy
The business states fees paid for subscriptions to the Services are non-refundable
Industry Tips
Computer Software - 5 Tips - Video Computers - Software and Services

Customer Review Rating plus BBB Rating Summary

Carbonite, Inc. has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 177 Huntington Avenue

    Boston, MA 02115

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Complaint Detail(s)

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonite never fulfilled contract to restore data. They promised to send me back-up data but would not. I wasted 15-hours with their customer service and tried to restore data 6-times. Worthless! I spent $1,000 to get my crashed disk restored from someone else after trying to work with Carbonite for 6-months!! They kept having me call back in after trying the same thing over and over again - it never worked. Like a dog chasing its tail.

Desired Settlement: I want them to pay me for my wasted time. I want them to pay me for the $1,000 I spent restoring my data after they failed. I trusted them to back-up my data, as they contracted. I want my 2-years of service fees refunded. I want a public apology.

Business Response: Dear Mr. *********,Thank you for contacting us through the BBB.  We have contactedyou through our support center regarding your request and resolution.  We look forward to hearing from you. Sincerely,*******Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have requested multiple times for my email to be removed from their mailing list. I have called. I have emailed. I get the same response that my email will be removed from all lists and it will take 30 days. It has been over two (2) months since the last time I requested my email to be removed. I have been incredibly patient, but this is beyond ridiculous. And apparently their customer service doesn't know how to remove an email from all of their email listings. The original account was closed long ago.

Desired Settlement: I truly just wish to be removed from ALL of their mailing lists.

Business Response: Dear Ms. ******,Thank you for contacting us through the BBB.  Per your request, we haveclosed your account and you will no longer receive correspondence from *********.Sincerely, ******* Carbonite Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

8/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In January 2014 we purchased computer backup subscription services from Carbonite for all of our corporate data servers, 7 servers in all. On July 3, 2014, the backup service on the server in our ************ ** location stopped working. On July 4, 2014 the backup services on the servers in our **** ******** and ******** ** servers stopped working. In all three (3) of our critical data servers were no longer being backed up leaving our company data in an extremely vulnerable state. On July 7th I contacted the Carbonite Customer Care Center to inquire about the outage and I was told our backup size exceeded the plan we were paying for and that we needed to purchase additional storage space. Due to the critical nature of computer backups I immediately purchased 300 GB additional storage space in an effort to get the backups running again. Om July 8 the backups were still not functioning and I contacted the Carbonite Customer Care Center again and was told by **** *. that the Carbonite Server that the backups were connected to was down for maintenance and that I should try again shortly. 6 Hours later I was still not able to get the backups functioning and again contacted the Carbonite Customer Care Center and was told this time by ********* *. that there was actually a problem with the Carbonite Server that the backups were connected to. She was unable to give me a date or time that it would be resolved. Over the next several day I continued to repeatedly contact Carbonite and each time I was told by different rep (****** *., ****** *., **** *.) that the Carbonite Server was down, was being worked on by engineers around the clock , no idea when it would be resolved. Each time I asked what my options were, could my back-ups be moved to another Carbonite server? each rep told me they could not help me. I asked for escalation and I also sent and email to the CEO of the company, ***** ******, explaining the situation and asking for help. On Monday July 14 (10th day of failure) I received a call from *********** * who identified himself as the 'manager' of the facility where the failing Carbonite server was. He informed me that moving backups to another server was not something Carbonite typically did, though they would 'try' to do it if I wanted to. He assured me that the server failure would be resolved within 48 hours and he would call me personally on Wednesday, July 16th if for any reason it was not. I agreed to wait an additional 48 hours. Wednesday July16th came and went and the backups continued to fail and I did not receive any calls. On Thursday July 17th I received notification that ***** * had been 'out sick' the previous day. The server was still out of service, I still had no backups on three (3) critical data servers, and still there was no idea when the situation would be resolved, but that it was being 'worked on around the clock.' The server had now been down for 14 days. Carbonite now offered to refund the rest of my subscription. I explained that I had incorporated Carbonite backups into the company disaster recovery model and I could not just end the service, but instead needed it fixed. I again asked Carbonite to move my backups to another server. I received no reply. On Friday July 18th I asked for an update to my request and again copied the CEO of the company. As of today, July 20th I have not received a reply or an update from Carbonite. However, I ironically continue to receive the auto-generated emails from Carbonite that the three referenced backups are 'overdue.'

Desired Settlement: I would like the backups fixed immediately and to be immediately contacted, in writing, with how that will be accomplished. Carbonite has already added 10 months of complimentary subscription at the end of our current subscription. This is nice, but I need the service to work. I would also like a letter explaining why I had to go to such great lengths (this complaint alone has taken an 1 hour to compose) to call attention to their poor service. It should not be necessary for a customer to have to make repeated calls to have a service outage addressed. Why was I not contacted by the CEO or the CEO's office- what is Carbonite going to do to make sure the next time one of their servers fail that a customer will not go unprotected for 2+ weeks?

Business Response:




Thank you for contacting us through the BBB.  We have completed our server
maintenance and again apologize that it took much longer than expected. I have
checked your account this morning and see that your backup is progressing
normally.









Sincerely,



*******



Solutions Team Specialist 

Carbonite, Inc.

Consumer Response:

 

As of this morning, I am still having problems with the Carbonite Service.  Contrary to Carbonites comments, the backups are NOT progressing correctly.

Please see attached email.  I have not received a response from Carbonite.

It is not 2 hours since I submitted my latest ticket to their 'support' and no change.  The backup is still stuck at 97% as it has been for at least 2 days.

Regards,

 

 

 

Business Response:
I have located your recent support inquiry and will have ***** *. contact you regarding this new issue.

Sincerely,





*******







Solutions Team Specialist 

Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I referred my father and installed the product for him. We followed the instructions from end to end. We had billing problems with father **************************, that just got resolved Sunday. I have billing issues with my account, stating card has epired. I updated the information but error message rmeains Now they state we did not follow instructions and deny the below statement on their web site In addition i have this account for several years, including two accounts at one time. I refferred someone else in the past Spent hours on web site and chat trying to resolve issue. Asked for manager, no reply It pays to Pass it On. As a Carbonite Advocate, you'll receive rewards for each friend who you successfully refer to Carbonite. That means, you get to pick a gift card of your choice, each time one of your friends subscribes. And, because your friends are ours, we'll reward them with gift cards too! You both earn... $20 for each Personal subscription Here is a list of people who did not help Short description: Incident Created from Phone Call 2014-06-17 12:20:58 EDT **** *. - ********, ME Additional comments Hello ****, and thank you for contacting Carbonite Customer Care. Thank you for participating in the Carbonite Referral Program! Should you need further support with the Carbonite Referral Program, please send an email to Extole (our partner and referral administrator) at ******************. In addition, we would recommend that you review the full list of Official Rules at www.carbonite.com/friends. In particular, please note the following conditions for Qualified Referrals: a. The Referred Friend completed the purchase process with the Company using the Advocate's "Personal Link." If a Friend purchases with the Service using any other link or method, the registration will not count as a Qualified Referral and the Advocate will not earn Credit; b. The Referred Friend must fully install the Carbonite backup client and be actively backing up his/her files 45 days post purchase; c. The Referred Friend was not previously registered with the Company under any email address or alias; d. The Referred Customer is: i) a legal resident of the United States of America and ii) at least 18 years old; and e. Only one Qualified Referral can be earned for each Referred Friend. Any additional or subsequent purchases made by a Friend will not be Qualified Referrals. Please let us know if you need additional assistance. Sincerely, **** *. Carbonite Customer Care www.carbonite.com The Better Backup Plan. It pays to share! Earn up to $75 for each referral to Carbonite. Ref*********** *******

Desired Settlement: Want one year free of the service. This is bad customer service and they are wasting my time. My only crime here is being a good customer and referred other people to the site. I am an IT professional and have installed business additions on 3 occasion This treatment is not appreciated, and real slap in the face. . ' '

Business Response: Dear Mr. *******,







Thank you for contacting us through the BBB.  It was nice speaking with
you yesterday and I am glad that we could resolve your Refer a Friend issue.
Thank you for referring Carbonite to your friends and family.







Sincerely,




*******






Solutions Team Specialist 

Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/24/2014 Problems with Product/Service | Complaint Details Unavailable
6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Product has never worked properly on my system, Mac OS X. After complaints they acknowledged some known issues, but could not resolve. They refused refund because "past refund period" but it never worked, and it takes a long time to progress through the backup, so it took a long time to determine that it was defective. Problem was known by them, but they do not caution about it for Mac buyers, I consider it fraudulent.

Desired Settlement: Refund

Business Response: Dear Mr. ******,



Thank you for contacting us through the BBB. I apologize that Carbonite did not

meet your online backup needs. We have contacted you through our
support center regarding your request. 






Sincerely,
















*******














Solutions Team Specialist 















Carbonite, Inc.



Consumer Response:

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: paid and downloaded their program. program didn't preform and contacted them on many times trying to correct problem. finally contacted them via live chat. they took control of my computer and made adjustments so their program would work. next day i started computer and internet explorer and help and support programs wouldn't open or start. contacted carbonite via live chat again. explained problems and she took control of computer and did all sorts of things to no avail. i/e and help and support programs still wouldn't work . then she said she couldn't do anything else. i explained these programs were working before i contacted carbonite and now they don't work. she said they couldn't do anything. i requested a refund and she said that 60 days have past and a refund isn't possible.

Desired Settlement: i paid for a program that hasn't worked still day one. and after two live chats it's still an issue because they disabled two programs on my computer. and they can't or refused to make the two programs operational again.

Business Response: Dear Mr. ********, Thank you for contacting us through the BBB. I apologize that Carbonite did not meet your online backup needs. We have contacted you through our support center regarding your request.  Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/5/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite offers a referral program where they ask us (as paying customers of Carbonite) to put our reputations on the line to refer Carbonite to our contacts. In exchange for advertising Carbonite, we receive $20 gift cards when our contacts subscribe. Our contact also receives a gift card. This practice has resulted in several of my personal contacts taking advantage of the offer. However, you have to fight with Carbonite to actually pay out the rewards. I have successfully received 2 rewards ONLY after contacting Carbonite multiple times to receive them. Those who have used my referral link have also not been paid and continue to contact me about it. I currently have 4 pending rewards that have never been paid out. The fine print says this must be done within 45 business days. Initially I was told they were backed up on paying out rewards, but now they have stopped responding to my requests. Pending rewards are from subscriptions on: October 29th, November 17, November 19, and April 15. That's $80 of rewards missing for me, as well as my referrals.

Desired Settlement: I want to receive my $80 in gift cards as promised, or cash.

Business Response: Dear Ms. *****,   Thank you for contacting us through the BBB. We do appreciate your referrals and again, apologize that your cards did not get rewarded in the promised timeframe. I have confirmed that you have been sent three cards and the fourth is on its way.   Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The reward was that was being processed still hasn't arrived. I was also owed a total of 4 rewards in the complaint, not counting the one I had already received prior to filing it. I was given 2 rewards successfully after my complaint. If the pending one does come through (though I'm not counting on it given I've been told they'll come through several times and they never actually do), there is still an additional one that has not been paid.

Business Response: Dear Ms. *****,   You should have received the fourth card by now. The other card that you reference we have as you referring ***********@gmail.com. This user has no computers setup on our system. In order to qualify for the cards, the friend must have completed a purchase and successful backup. Please let us know if this user may have used another email address. Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Nope, no 4th card yet.    

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used Carbonite for years. All was well since I didnt experience any emergencies. I never needed to recover lost files. When the day finally came that I couldnt recover anything from my broken computer and got my stuff of Carbonite, I realized that I lost all of my videos and RAW files. Why? I wasnt aware that it isnt enough to have manually uploaded all videos etc ONE time. Nothing had made me aware that every time you move something within a main folder, you would have to manually ask Carbonite again to upload these big files, one by one. This is madness and doesnt make any sense. Once something is on Carbonite and not moved out of a main folder that one created, one should not have to babysit the software. Aside from the fact that I lost all videos of the first 3 years of my daughters life, which no one can give me back, I feel very cheated. The main reason for using Carbonite, paying Carbonite is that one doesnt lose files. Them not wanting to deal/pay for big files on their servers and making the upload process difficult caused me great damage. What happened is unacceptable, and me not wanting to deal with having to manually over and over again ask that the same file should be uploaded - I canceled my subscription. Costumer Service informed me that I wont be reimbursed for the 5 month left on my subscription. A very disappointing experience all the way through.

Desired Settlement: since no one can give me back the files I lost on Carbonites account, I would like to be at least refunded for the 5 month remaining on my subscription

Business Response: Hello Ms. *******,   Thank you for contacting us through the BBB and for being a loyal Carbonite customer since 2009. I have reviewed your BBB inquiry and your support inquires to our customer support. Carbonite will remember your manual selections even if you move a file to a different folder as you suggested. Carbonite will not remember your manual selections when you change computers or reformat your drive. We can see that you have changed computers or reformatted your drive 7 times since July of 2010. Carbonite automatically goes into Recover mode when you switch computers. For more information on Recover Mode, please refer to https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=****. You must manually exit Recover mode at which time you would receive a popup stating that any files not restored will remain on our servers for 30 days. I am sorry for the confusion and that your videos were not available for restore. We have responded to your request through our support center with further resolution. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite claims support for the operating system *** ** * *********. I have a two year subscription which ends 12/2015. The software worked fine under ******* *. I switched my subscription to *** ** * server and the software has not worked right since. Two tech support sessions where the technician removed various files from the backup was performed. The backup ran for weeks on end. Never finished and ultimately was running at 100%+ CPU on my Intel i5 processor. The software has issues on *** ** *. Various ***** Support Community forums and other locations site the issues that I have found. I asked for a refund but was told not refund was possible. Software does not function on *** ** *. Misrepresentation of the software.

Desired Settlement: Refund of what is left on my subscription.

Business Response:


Thank you for contacting us through the BBB. I apologize that Carbonite did not meet your online backup needs. We have contacted you through our

support center regarding your request. 





Sincerely,








Solutions Team Specialist 



Carbonite, Inc.



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite specializes in cloud backup. I purchased a yearly subscription and attempted to run their software to backup. However, the software is not functioning properly. It doesn't backup files based on selecting a folder, but rather you must select each file, something that cannot be completed in a batch either. Considering this is unlimited storage and I have a large amount of data, this would not be feasible as I have hundreds of thousands of files. When seeking tech support, which I have attached below, the only option I was presented with was to allow the technician on to my computer via a remote computer access session. Considering this company heavily advertises the amount of security and encryption in regard to privacy of your data, this was not a valid option due to sensitive information. I offered to try other support options that they could walk me through, however this was refused. I told them exactly how I felt about this issue and about this complaint, to which they said goodbye and logged off before I had a chance to respond. Interaction Web Tools Printable chat history **********@gmail.com 4/7/2014 11:41:26 a.m. Welcome to Carbonite! 11:41:26 a.m. Waiting for next available agent 11:41:30 a.m. ****** *. - ********, ME has joined the conversation. *******. - ********, ME 11:41:52 a.m. Hi, ****. I am currently reading your inquiry and pulling up your account. One moment while I do so, please. **********@gmail.com 11:42:06 a.m. no problem ****** *. - ********, ME 11:48:06 a.m. Where are the files located that you are manually adding to the backup? **********@gmail.com 11:49:58 a.m. various locations throughout my home folder, it is not specific whatsoever. some places selecting a folder selects the files while others it doesn't, even sub-folders within the same folder act differently *******. - ********, ME 11:53:18 a.m. And you are not trying to include system files or applications in the backup, right? **********@gmail.com 11:53:53 a.m. that is correct, this is with common files such as pictures and word documents *******. - ********, ME 11:54:42 a.m. Okay, those files should be selected automatically if they are under the Users folder. 11:54:54 a.m. Would it be okay if I remote into the computer to take a look? **********@gmail.com 11:55:58 a.m. Sorry, but I don't feel comfortable with that type of breach in privacy ******** - ********, ME 11:56:51 a.m. Okay, how would you like to proceed? **********@gmail.com 11:58:49 a.m. I believe I would like a refund. I was thinking maybe you would have some kind of admin menu or reset, however I've restarted the application as well as the computer and the problem has still persisted *******. - ********, ME 12:00:57 p.m. Unfortunately Carbonite does not offer refunds on paid subscriptions. Please review our refund policy at: https://carbonite.service-now.com/carbonite/kb_view.do?correlation _id=**** As stated during our purchasing process, when selecting 'Confirm' you agreed to Carbonite's Terms of Use and acknowledged that you were aware of Carbonite's Refund Policy. We also give users the opportunity to run our free trial to try before they buy. **********@gmail.com 12:02:34 p.m. That is absurd, your product is not working as intended. Could I please have your employee number? I will be submitting a formal complaint with the Better Business Bureau ******** - ********, ME 12:04:38 p.m. I'm sorry I don't have an employee number. I would be more than happy to troubleshoot the issue but you stated you are not comfortable allowing me to view the computer. In the event that there is an issue with Carbontie's product, a refund is possible. However, a technician needs to verify the issue with the product and determine it is something that cannot be resolved before a refund could be determined. 12:10:17 p.m. Are you still there? **********@gmail.com 12:10:22 p.m. Well conside ring your adverti sements of complet e privacy and encrypt ion, it goes without saying that remote access for trouble shootin g would not be somethi ng that correla tes with your adverti sements and expecta tions of your custome rs usage. This is me, a custome r, telling you that your service is not working as adverti sed or intende d. It's not as if I simply changed my mind, I just purchas es this hours ago and found it to be defecti ve almost immedia tely. I will still be filing a formal complai nt, includi ng this chat history , to the Better Busines s Bureau. For such a large company , you'd think the custome r service would match *******. - ********, ME 12:11:56 p.m. I would not do anything without your permission beforehand. However, I do understand your concern. 12:13:56 p.m. Carbonite offers remote assistance to resolve issues with the product in the easiest manner possible. Since we are trained in specific errors and resolutions, a Carbonite trained employee viewing the Carbonite log and Information Center has proven to be the best solution in resolving issues in an easy and timely manner. **********@ gmail.com 12:17:29 p.m. I have stated my views on such activity, and as it go directly against the spirit of your advertising, I find it completely justified for my refusal. I am willing to try other steps, however your service is simply not working and is false advertising 12:18:15 p.m. Having dealt with them many times, I have an immense feeling that the BBB will agree with me ******** - ********, ME 12:19:24 p.m. If you do not feel comfortable with a remote session, I understand. However, you are not eligible for a refund due to product failures if Carbonite cannot verify the product is faulty. **********@gmail.com 12:23:05 p.m. I'm really not sure what you want me to say, I have made myself quite clear. I am not going to give up on this issue. What you are doing is wrong and I will contin ue to contac t organi zation , news outlet s, and your shareh olders until I receiv e a refund 12:24:15 p.m. Customer service should be a priority for all businesses that practice in the USA, and I will not stand for abuse of that ****** *. - ********, ME 12:29:00 p.m. Customer service is very important to Carbonite. This is why we offer free technical support for our product. 12:30:20 p.m. Unfortunately, Carbonite does not refund monies paid on any subscription as indicated in our article located here: https://carbonite.service-now.com/carbonite/kb_view.do?sysparm _article=******** **********@gmail.com 12:33:17 p.m. I see that this conversation isn't going anywhere. I will be filing a complaint, as I believe an independent organization such as the BBB would be more effective as a moderator in this issue ****** *. - ********, ME 12:34:17 p.m. Thank you for taking the time to chat with us today. If you need further assistance, please chat with us again at https://carbonite.service-now.com/ca rbonite/. To close this chat, please click the X on the chat window. 12:34:29 p.m. Agent has left the conversation

Desired Settlement: I believe the company has a responsibility to refund my subscription costs as the service advertised and purchased is not working in the way it was advertised, and customer support is not providing me with a proper service option considering their inherent understanding that customers data should encrypted and protected, something that would have been compromised via "Remote Access"

Business Response: Dear Mr. ********, Thank you for contacting us through the BBB. I have reviewed your support session and see that you did not feel comfortable allowing us access to your computer online. Our Bomgar sessions are a quick, secure and easy way to resolve any issue that you are having but we certainly understand your reluctance. We will issue you a full refund for today’s purchase. You will receive confirmation through our Support Center via email. I am sorry that Carbonite did not meet your online backup needs. Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

Consumer Response: Thanks so much!

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 09-15-2013, 10-15-2013, and 10-31-2013, I received emails from Carbonite that our credit card on file had expired. I called customer service after the third email to let them know that we would not be renewing because their product no longer fit our needs (it was not suitable for backing up and restoring our practice management software). I asked them what I needed to do to cancel the account, and was told that if the expiration date on our credit card was invalid, the bank would not authorize the charge, it would be declined, and our Carbonite account would not be updated. Carbonite then proceeded to run our business' credit card multiple times with different expiration dates in an attempt to get authorization for a payment of $399.99. It went through on 11-14-2013. I have verified with my bank that they would not have approved the charge with an invalid expiration date. The logical explanation is that Carbonite unethically tried various expiration dates to force this payment to go through, without consent. Furthermore, when we opened our account on Nov. 11, 2011, our initial fees were $120.00. On Nov. 13, 2012, it increased to $180.00. Both times, they had on file our credit card number with VALID expiration date and with our consent. However, in forcing the payment through on Nov. 13-14, 2013, Carbonite more than doubled their fees from $180.00 to $399.99, and charged this amount without our consent. I did not agree to pay $399.99 (more than double the last renewal), and I did not update the expiration date on the credit card they had on file. They obtained the expiration date fraudulently and unethically. Finally, to add insult to injury, Carbonite then lowered their fees to $279.00 less than two months later. Customer service has been unhelpful at best, and I have been on the phone numerous times for long periods of time (yesterday was over an hour), and have encountered resistance rather than help in my emails to them.

Desired Settlement: I would like a full refund of $399.99 and for them to change the way they renew contracts so no other small business such as ours has to spend this much in resources (time and labor) to resolve an issue that never should have happened in the first place.

Business Response: Hello Ms. ******,   Thank you for contacting us through the BBB. Your account was setup for automatic renewal. During the processing of your renewal, Carbonite will try to charge the card three times. We do not change the expiration date on your credit card. The credit card company accepted the charge during one of the attempts. You had originally received a promotional price for our Premium package. At your latest renewal, you paid $399.99 for our Carbonite Pro Prime. The regular price of this plan is $599.99. Our Carbonite Pro Basic plan is $269.99. I am sorry that Carbonite no longer fits your needs. We have refunded the charge on your credit card. Please allow 24 to 72 hours for the refund to post on your account.  Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, My name is ***** *******. I work at * ****** Chiropractic Center in ******* ******* Texas. I don't even know where to begin. I have a huge complaint with Carbonite. I have used Carbonite for the last 5 years to back up our patient files. Last Tuesday our hard drive crashed. I called Carbonite to get my files and to only find out they have never been backed up, I was told they where never backed up because it was a older software. Even though every day there was there green signature dot on my patient files making me believe they where being backed up everyday. I talked to a man on Friday that was very nice and he couldn't help me so he gave to a man named ******.. He was very rude and didn't care really about that it didn't back up and he wasn't going to give us a refund for all these years we have used them.. I asked to talk to his supervisor and he wasn't available.. Still have not heard from them. As a result we currently have our hard drive in a clean room in******, Texas for repair at a cost of $1677-praying our data is even found. I have paid Carbonite $299 a year for 5 years for nothing. This has been devastating to us. I have tried to email them and nothing goes thru.. I hope that you can help us with this matter.. Thank you *****

Desired Settlement: I would like a refund for everything for the past 5 years or the refund for our hard drive

Business Response: Hello Ms. *******, Thank you for contacting us through the BBB. Per your case situation, we have reviewed and determined that the program was in fact working as indicated. The issue becomes, was the data in question manually selected by the user. If any data that is a priority, is not in a default backup location (Users/Documents Or Pictures), it would need to be selected manually. We have responded to your request through our support center with further resolution. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a year subscription for data file backup on 2/3/13 and was unable to upload all of my data files, so I canceled the contract. I did not expect a refund, but I notified the company I had difficulty with the upload and no longer wished to use their service. I have since, contracted with another company. They should show 0 activity on my account since February, 2013. Carbonite is now attempting to auto-charge my credit card for this year. I have sent them 4 cancel notices as of right now and they will not cancel it without having my credit card#. However, I don't know which card I used, so I have given them all of my personal info and copy of the original receipt to show I am the account holder. Original purchase made 2/3/13. Invoice # *******. Billed to: ******** *********. Total amount $59.00/paid. Computer Name: K laptop. Subscription type: Carbonite Home - One Year.

Desired Settlement: Confirmation of cancelation of the account I opened in February, 2013 and no more harassing notifications requesting I give them a credit card#.

Business Response: Hello Ms. *********, Thank you for contacting us through the BBB. I do apologize for the delay in deactivating your recurring billing. For security reasons we do require that an account be verified before making any changes. I see that you have provided verification in your BBB response and we have deactivated your recurring billing and you will not be renewed. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite was great - until I needed to use it. It did not save photos or documents or games and no programs and I'm left wondering what good is it? I am entirely dissatisfied with Carbonite and only after research I've done since having to use the service do I realize my complaint about Carbonite is a common one and the product is considered by many to be inferior. I will gladly pay more money for a better service.

Desired Settlement: A refund on the unused portion of my 2 year purchase.

Business Response: Hello Ms. ******,   Thank you for contacting us through the BBB. Carbonite goes to great lengths to inform our users of all the different features and benefits. We encourage users to try our free no obligation trial before purchasing so that our users may make an informed decision before purchasing our product. I see that you installed our trial on 9/28/13.   Your Carbonite subscription is associated with a backup policy, which determines whether a file is, by default, included or excluded from your backup. During your free trial period, Carbonite backs up all files except for: System files such as .EXE and .DLL files (these are usually programs and system files which can be reinstalled through an online installer or the CDs which were used to install. We have an exhaustive list of these extensions).Temporary files and operating system files.Files contained in hidden system folders (a.k.a. super-hidden folders).Files located on external, network, and USB hard drives.Music, video, and individual files that are over 4GB in size (you can individually add large files to your backup by right-clicking on them and selecting Back this up from the Carbonite menu). This information and more is included in our Knowledge base at https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=****.  I have looked at your back up and see that it is up to date as of today. I am sorry that you were not aware that Carbonite does not backup programs. We are happy to issue you a refund for the year that you have not used. We will reach out through our support center shortly.   Sincerely,  ******* Solutions Team Specialist  Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account Last July. I was requested to send in the information required to authorize such a transaction and sent it in.. I then received a wave of e-mails trying to get me to join again. At that point I sent an e-mail and called demanding to have my e-mail and account information cancelled. I expressed that my desire to leave was not with the quality of the service but in the fact I setup my own backup system.. I was told my info was deleted. Now fast forward from July 13' to Feb14' and I was charged with a "recurring charge of $500+ dollars. I have reached out and tried to get this situation refunded and explained to me, how they even have my information after being told I was deleted.. I received auto responses from two people. ( ****** *. and ****** *. ) They both seem to act like I have an account and request information to shut it down. I have sent that information in the forwarded reply I sent last July.. I don't have the same credit card I had then and so the information that was accepted last time was re sent. I also asked both people to give me an explanation as to why I was charged when I closed and deleted my account.. I also asked why if for some reason my account was open that they had not just called me to get the information rather than send multiple e-mails only to reply with an auto response.. The level of incompetence at this company is amazing, and this has made for a great example of a company lying and trying to get away with erroneous credit card charges.. They have had the time frame, tools and information to resolve this and issue myself a refund along with an explanation… as I told ****** *. earlier.. ignoring or delaying a response to someone who is pissed and in the right is a great way to get yourself reported..

Desired Settlement: I want my money back…. and I want written proof that I have been deleted and I will not be charged again.. I won't be lied to this time and feel as if having their hands held by the BBB will be helpful to guide such incompetent people.. I am keeping my Facebook + twitter + blog up to date with the progress of this and as I stated before, I am astounded that such a simple thing to fix with the info and tools needed seem to be such a struggle for Carbonite to grasp.

Business Response: Hello Mr. *******,   Thank you for contacting us through the BBB. I do apologize that we did not respond in a timely manner and that your account renewed automatically. I see that we have refunded your account and it has been closed per your request. You will not receive any further solicitations. Regards, ******* Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Already  heard this from Carbonite.  I am glad I have my refund back,  but you still need to send me a written form  confirming I am no longer getting charged and you have deleted my info..  You lost all trust in your words when you lied before..   I know you won't explain why your company tried to bill me,   but I can get it in writing to help speed the process up in another 6 months when I am back here refiling this complaint. 

Business Response: Hello Mr. *******, Carbonite has sent you a note in writing to confirm that your account has been closed and your recurring billing was deactivated. Your account renewed because the recurring billing was not deactivated and was active. We apologize that this was not done back in July when you had requested. Regards, ******* Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/12/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Below is the original email that I sent to Carbonite regarding the company's deletion of my data from its servers. Also below is the offer that I received from a company representative. No where in the email does it have an expiration date. But on 10/9/2013 the offer was rescinded. I could not send in my hard-drive for restoration due to my daughter being hospitalized and shortly thereafter I got sick. Now that I am ready to send in the hard-drive no one is willing to honor the agreement. Original Email Complaint to Carbonite I have just had the most agonizing minutes spent on the phone with your representatives. That is after waiting almost 30 minutes for a representative to answer the phone. I have been a Carbonite client since enduring the crash of a hard drive and learning the terrible lesson of not having back-up or my files securely stored online. I always felt secure in knowing that is a crash or computer event ever happened again all of my files were backed up to Carbonite. I have just found out that Carbonite purged all of my files from a computer that crashed at the beginning of 2013. I have accessed those files as late as 8/2013. I thought they were safe until today. I don't have the heart to rehash this sad event, so I am providing you the review that I just placed on Yelp. Please read and let me know how you plan on helping me recover my families memories. "Oh My God!!! Yelp how can I give a negative 1 million stars?? I just found out that Carbonite purged (the exact word that they used) all of my files dating back to before 2000. I have now lost all of my families memories. Videos of my daughter taking her first steps, 1st birthdays. EVERYTHING. My business files. EVERYTHING. On such a historically sad day when my heart was already breaking for the families that lost loved ones on 9/11, now it is rattling around in my chest. I had NO hard copies of when my last 2 daughters were born. They were all saved to Carbonite because they were taken with my cell phone. The explanation they give me make no sense. Even to an IT person it doesn't make sense. Carbonite's 2nd tier response person, Nathan stated that when I unfroze and reinstalled Carbonite to my new computer I should have restored all the files from my old computer (that were already saved to my Carbonite account) to my new computer, so that Carbonite could back them up a 2nd time. I was under the impression that once they were stored on Carbonite they were there to stay. This makes no sense to me because in my mind all my old files were backed up and as I created new files on my new computer those would be backed up as well. When my old workhorse IBM Thinkpad suddenly gave me a "disk error message," I immediately went on my Netbook in order to be sure that the files saved to Carbonite were there and the first video I went to was seeing my last born baby girl take her first steps. I was so relieved!! I was on the phone this morning crying because first I had to wait almost 30 minutes for a human being to answer the phone in the first place. Then to be told this heartbreaking news. I am going to spend the rest of this day with my girls. I don't have the heart to tell them what happened to their memories. We will spend today making new ones. I have to keep this in perspective. On a day like this I have my family to make new memories with, many people don't. But rest assured I will be putting Carbonite on notice and all those around me. DON'T TRUST CARBONITE WITH YOUR FILES, VIDEOS, PICTURES, ANYTHING. They will purge without notice. They don't care. I will be writing a letter to the CEO, David Friend to get him to do the right thing and pay for my old computer's hard-drive to be repaired and the data recovered from the hard-drive. Luckily I hung on to the broken computer for some reason. Now I know why. I have been given estimates of $250-$2500 for a data recovery. I may even consider legal action. I will definitely report this company to the Better Business Bureau, etc. I see on Yelp that I am not the only person to have this disaster happen to them. I can assure you I won't be the last unless they are better at communicating with this their clients prior to them purging files that belong to other people. RIGHT NOW THIS COMPANY IS A DISGRACE!!! Had I missed a payment they would have emailed me immediately. If they have a new promotion they email me immediately. I got an email from them in August with a "Back To School" promotion. I am sure that when I cancel the service their customer retention team will email me. Nathan already offered me 4 free months of services. BUT NOTHING CAN REPLACE MY MEMORIES!!!" Offer to restore hard-drive dated 9/13/2013 Hello Joi I spoke with the senior staff here and they would only be willing to consider the recovery costs if you use our vendor. You can mail the package certified mail to them and they can send it directly back to you if you agree. We will reimburse you for your shipping charges once the recovery attempt is completed. We will completely cover all charges incurred for the recovery and trust the vendor that we have used multiple times in the past. The name of the vendor is http://www.flashbackdata.com/ based out of Texas. They have been very reliable in the past, and we want to make certain that the vendor in charge of opening up your harddrive , can be relied upon. Please let me know if you will consider this, even though you will need to mail it to them. Thank you Description: Description: Description: Carbonite. The better backup plan. xxxxxxxxxxxxxxxx I Manager- Carbonite Solutions Team Direct: xxxxxxxxxxxxxxxxxxxxx Skype: xxxxxxxxxxxxxxxxxxxxxxx Carbonite, Inc., *** ********** *** ****** , Ma *****

Desired Settlement: I am requesting that the hard-drive be restored as per the original offer.

Business Response: Dear Ms. Lxxxxxxx,



 
Thank you for contacting us through the BBB. Your first contact with us on September
11, 2013 requested we help you locate backed up files. Carbonite

Technical support discovered that you had reinstalled the Carbonite program to a
new computer and manually exited file recover mode prior to restoring all of

your backed up files from your previous computer. See knowledge base article that
provides instructions on restoring all of your files on new devices here
https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=1361.

As provided in our documentation, once you exit file recover mode, any files that
are not currently on your computer and have not otherwise been restored

are deleted from your backup in 30 days from Carbonite's network for your
security. In addition to the documentation, Carbonite's program automatically
provides warning notifications
to notify you that any backed up files not restored will be deleted. Despite the
documentation and notifications, you did not restore your files. As a

customer courtesy, on October 9, 2013, we followed up on our offer to attempt a
hard drive recovery for you and asked you

to confirm within one week if you would like us to proceed with this option. We
did not hear from you again until four months after your initial contact with

Customer Support, and as a result, Carbonite can no longer offer you the hard drive
recovery.

 

Sincerely,







xxxxx



Solutions Team Specialist



Carbonite, Inc.

Consumer Response:

 

This is a disgrace. I DID NOTHING WRONG!! I reinstalled Carbonite on my new computer and based on the green light and receiving no emails or calls my computer should have been backed up.
Carbonite did not include an expiration date on their offer to restore my damaged hard-drive.
Carbonite deleted memories as far back as 1998!!! They could have called or emailed me to find out if something was wrong, if I needed the files, etc.
Their way of doing business wrongs totally contrary to their Code of Business Conduct that states, "The Company shall adhere to the highest standards of honesty and integrity in the conduct of its business." There is nothing honorable in deleting someones files when you market your company as one that saves memories. There is a total lack of integrety when you claim was stated because your daughter's hard-drive crashed. I was and still am  in tears and you have the ability to help to restore my hard-drive and refuse to!!! I am in tears everytime I think about my youngest daughter not being able to see her first steps!!!
How Carbonite manages to keep an A+ rating with BBB is totally a mystery because their online reputation per YELP is atrocious???
I plan on seeking legal counsel in order to rectify this situation and I plan on letting everyone know about how I was treated by Carbonite.
I am tried of trading emails and getting negative responses. I will not let this rest until justice is served!!
I reject this response and I am planning on pursuing any avenue necessary.



 

 

Consumer Response:

 

You don't regret that you can't help. You don't care...
I have already lodged a complaint with Boston's Attorney General's Office and I will continue to speak out to all that will listen.
BBB instead of sending emails back and forth you should also investigate the way that Carbonite treats it clients. Carbonite is taking money from their clients and not providing the services that they promise to provide. The really don't deserve an A+ rating!!

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2013 I signed up for 2 years of Carbonite Online Backup for which I paid $109. On February 5th 2014 I contacted Carbonite requesting a backup copy of my hard drive. I was told that the plan I had signed up for - unlimited backup - had been changed and that the plan I was now on did not offer the ability to create a backup of my files. First of all I NEVER received any notification that the plan had changed and was no longer able to provide what I consider an essential element of a back up service: my files in a timely fashion. Second, I was told I could restore the files to my new computer but there are a number of issues with this. First, I have 115 GB of information. At the download speeds I would be throttled to - 1 GB per day, it would take me 115 days to restore my computer. Second, I do not want to put all these files onto a new computer. A phone call to Carbonite's customer Service was like banging my head against a hard rock. The representative seemed to be unable to understand my need for the files to be placed on a hard drive and overnighted to me. When I finally got him to understand this was essential, he informed me that the plan I was on was NOT FOR BACKUP but was to be used as cloud storage and for access to the information from multiple locations and that there was no provision in the plan for a hard drive to be mailed to me. I requested a refund of the balance of my initial agreement as Carbonite cannot provide me with the service I paid for at the price I signed up at. I was informed via email that they are unable to honor my refund request.

Desired Settlement: I would like a refund of my payment of $109 as the service I signed up for was not provided.

Business Response: Dear Ms. ********,   Thank you for contacting us through the BBB. After reviewing your account, I see that you signed up for our 2 year Personal Basic subscription for your ***. Our Courier Recovery feature has only been available with our Personal Plus/Premier subscriptions and is available for Windows only. Your plan has never changed. Carbonite offers unlimited backup on all subscriptions. However, Courier Recovery has only been available on our Plus/Premier plans. This is well stated in all our documentation. We have included all these details in our Carbonite Home Comparison chart at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********. Carbonite does not throttle your download speeds. Any throttling on the download would be through your Internet Service Provider. Your data is available for restore and we will certainly have someone contact you to assist with restore. We will contact you through our support center to resolve your issue.   Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I did not want to back up to an external hard drive.  I wanted to back up to a cloud provider and be able to get all my data from YOU on an external hard drive if needed.  I asked questions and confirmed this all by phone before signing the contract.  Backblaze offers this service and I was led to believe you did too.  I don't have 1000 hours to download all my files nor do I want them all on my new computer but I do want them on an external drive so I have access to them when I need them. Seeing this is something I was TOLD was available and now isn't, I would like a refund.    

Business Response: Hello Ms. ********, We have issued you a pro-rated refund on 2/14/14. Carbonite considers this case resolved. Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/26/2014 Billing/Collection Issues
2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I became totally dissatisfied with the Carbonite product -- it would not work! That is not my complaint. My complaint is that they keep sending solicitations even though I have repeatedly -- 5 or 6 times -- requested on their Email to be removed from their mailing list. Same with my wife's subscription too. They IGNORE my requests! Frustrating!!

Desired Settlement: STOP SENDING EMAILS FOR YOUR LOUSY PRODUCT! Delete these Email Addresses: ************@gmail.com AND *********@gmail.com

Business Response: Hello Mr. ****,  Thank you for contacting us through the BBB. I do apologize that we did not respond in a timely manner. I have closed out your accounts per your request and you will not receive any further solicitations. Regards, ******* Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 3-year subscription to Carbonite to back up computer files on my Mac. I recently discovered that Carbonite was, all the time, using nearly 100% of my CPU power and causing my Mac's fan to run continuously, even when it was not backing up files. I tried putting Carbonite in low profile mode, and I tried reinstalling it, but neither solved the problem. The product is completely unusable on my Mac computer. After uninstalling Carbonite, my fan does not run at full speed constantly any more (it almost never runs so that I can hear it), and my CPU usage is back to normal. My computer runs much more smoothly without Carbonite installed. A google search shows that this is a common problem, particulary for Macintosh users. Specifically, the culprit is the CarboniteDaemon, which overworks the CPU to 80-90% or more (nearly 100% in my case). As mentioned, searching google for this problem quickly reveals that I am not the only one experiencing it. I will include one link here that describes the problem, although there are many more: http://www.***********.com/tech/carbonite-mac-eats-cpu/. I contacted Carbonite about the problem and received no response.

Desired Settlement: I would like a refund of the unused portion of the Carbonite 3-year subscription service that I purchased, since I am unable to use this product on my Mac computer due to the CarboniteDaemon overworking my CPU and causing my fan to run at excessively high speeds, non-stop.

Business Response: Hello Mr. *******, Thank you for contacting us through the BBB. We have contacted you through our support center regarding your request. Please let us know if you need further assistance. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

2/9/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I wish to register a complaint with the Carbonite Corporation headquartered in ******, MA. THis company had supplied me with backup computer service for about 4 years. I fired them last week because of a failure by Carbonite to tell me that my computer had not been backed up for over 2.5 years. I had somehow put my computer into a "frozen" mode due to this Carbonite had not backed the system up. They had failed to tell me about this via E-mail(they did this many times when the computer was turned off for extended vacation times) and they had continued to charge their fees via an automatic charge to my credit card. I assumed everything was good and my machine was fully backed up. Then in December 2013 I ran ino trouble. My hard drive failed and had to be replaced. I replaced it and called Carbonie to restore the files on my system. It was then that I found out my computer had not been backed up for 2.5 years. Everything from July 2011 to the current was gone, data files, music, pictures etc. Some of the material can be resurrected but not the pictures. This was bad enough but Carbonite would not refund any of my money.

Desired Settlement: Refund for service not received of backing up computer for the last 2.5 years

Business Response: Hello Mr. ********,   Thank you for contacting us through the BBB. I am sorry that you did not realize that your account was in recover mode for an extended period of time. Carbonite has tried to make it very clear through emails and prompts that your account is in recover mode and that this will suspend backup mode until you manually unfreeze the backup. We have contacted you through our Customer Support center to address your issue.  

Sincerely,
*******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had this service for backing up files for a year and did not use it. I received a notice about automatic renewal and cancelled the service online as required prior to the automatic renewal date as I did not want to automatically renew. This was on on 11/27. I received confirmation of the cancellation. On 11/28 I received an e-mail stating my premium membership had been renewed for $99. I e-mailed immediately stating I did not renew. I heard nothing. The charge was still on my credit card. I e-mailed again on 12/15/13 stating the above facts and that it needed to be taken card of. They replied on 12/17 and stated they would refund the charge if I sent information on the credit card to which it was charged which I did on 12/17/13. I thought the matter was taken care of. When I received my credit card bill, I discovered that the company credited my card $49.50 on 12/21/13 even though it improperly charged me $99.00 on 11/28/13. I e-mailed again on 1/15/14 and demanded they take care of it immediately since they still owed me $49.50. I have heard nothing further. This is unacceptable and needs to be resolved immediately. I cancelled in time and told them I did not want to renew. Instead they charged my card without authorization and now have credited my card for the wrong amount. Thanks for your help on this.

Desired Settlement: Immediate refund.

Business Response: Hello Ms. *******, Thank you for contacting us through the BBB. We have issued the refund for the erroneous charge that you incurred on 11/28/13.  Please let us know if you need further assistance.

Sincerely,
*******  
Solutions Team Specialist
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I renewed carbonite without checking with my husband. He does not want it and I want to cancel the renewal. I have send at least three emails and have called carbonite many times. Nobocy ansers any of the lines. I even left a message twice on the legal department line. Maybe they went out of business because nobody's around.

Desired Settlement: I want my refund of $149.99.

Business Response: Dear Ms. *****, Thank you for contacting us through the BBB. I apologize that Carbonite has not yet responded to your support emails. We have contacted you through our support center regarding your request. As soon as you have verified the account we will be happy to issue you a refund for the unintended renewal.

Sincerely,
*******
Solutions Team Specialist 
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/18/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was a carbonite member for the previous year. Unfortunately my computer broke and I got one that ran the operating system ******. Unfortunately ****** is not supported by carbonite and after my subscription expired they had no option for me to retrieve my files. Now I'm being held hostage by the company on having to renew my subscription in order to retrieve my files or have the deleted in 22 days. After chatting with a rep I was told that the only thing I can do is resubscribe and download my files but would be unable to have a refund after doing such. I will never return to this business again and I would advise others not to. Do heavy research before trusting your life over to any back up service.

Desired Settlement: I want my files back.

Business Response: Hello Mr. ****,   Thank you for contacting us through the BBB.  I see that your gift subscription expired on 12/25/13. We will remind you several times prior to your subscription’s expiration to give you time to renew your paid subscription. We know that sometimes you may not be sure about continuing with Carbonite, so we keep your backed up data for 30 days before removing it from our servers. This gives you time to re-purchase a subscription to Carbonite and continue to keep your important data backed up and safe or if you wish to restore your data. We give users enough upfront information to make an informed decision before purchasing Carbonite. We mention our Paid subscription expiration in our Knowledge Base at https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=**** . Carbonite has never supported the ****** Operating System. You would need to restore to a supported OS. As a courtesy, I have extended your subscription until 1/23/14 to give you time to restore your data to a compatible operating system. If you should need more time, you will need to purchase a renewal to take advantage of Carbonite's subscription features. We state clearly in our Terms of Service what your subscription includes. I have included it for your review: YOUR SUBSCRIPTION Your subscription to the Services will begin on the earliest of (1) the day and time You click the "I AGREE" button, (2) when You first use the Services or (3) the start date of the Subscription Period (as defined below) as provided to You by an authorized Carbonite representative. Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc., unless it is a free Service as defined below or a pay-as-you-go service charged by a third-party provider (the "Subscription Period"). To ensure there is no disruption in Your Service, Your subscription may automatically renew at the end of the Subscription Period and Carbonite will charge the then-current renewal fees to the credit card associated with Your Account, unless You cancel Your subscription.  If You cancel Your subscription, Carbonite is not obligated to refund subscription charges already paid and cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to use any Services or access Your Account or User Data. Your subscription will automatically terminate or expire upon the earliest of (1) non-renewal, cancellation or expiration of a subscription or failure to pay subscription fees when due, if applicable, (2) Carbonite's discontinuation of the Services, or (3) failure to comply with these Terms. You acknowledge and agree that after non-renewal, cancellation or expiration of Your Subscription Period, Carbonite's policy is to automatically delete all User Data protected by Your Account that is stored on Carbonite servers or on Carbonite’s third-party cloud storage providers.

Sincerely, 
*******
Solutions Team Specialist  
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for Carbonite to protect my files from loss. They clearly sell this service. My *** crashed and had to be restored. I have been trying for months to get my data back. I have it in bits and pieces with much of it not delivered. The zip files wont open, the downloads stop after working for days and the files are garbage. I do design work for companies and I can't get my files. I look foolish and it is costing me a lot of money. I tried their self help instruction. I called them and could not get through. I emailed them and I did not get a response. I asked for a hard copy back up but I do not think they care. In review of your complaints, they should not be A+ rated.

Desired Settlement: I want a hard copy of my files supplied immediately.

Business Response: Dear Mr. ***********, Thank you for contacting us through the BBB. I apologize that you were not able to get through to our call center. I see that we did reply on 12/23/13 to your support email of 12/21/13. I will have one of our Escalation technicians contact you to set up an appointment to resolve your restore issue.

Sincerely,
*******
Solutions Team Specialist 
Carbonite, Inc.

Consumer Response: Carbonite is currently working with me to resolve the issues.  Although I feel they did not contact me until the complaint, ******** has been very responsive and I hope to have all my files back in a few days.  The true solution to this problem is for Carbonite to provide a better interface and instruction for recovering files.  Further the recovery process is nothing short of obnoxious with the time needed.  I would assume this is keeping their band width down, but puts the problem on their customers.  With my company I always think about if I were to put our weaknesses in our advertisement and the business fails then our weaknesses are to big.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

1/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased carbonite year subscription and it never operated as described. I attempted to back up all my files (which some did) but it cause multiple issues with my computer (overheating, excessive cpu usage). After several calls to the help desk, I had no option but to shut down the service and uninstall the software to reclaim my computer. With the throttling (which was never clearly disclosed), it would have taken me over a year to backup my data IF they were able to resolve the technical issues, none of which existed before the software was installed.

Desired Settlement: I would like a real refund. Not a cut and paste answer from a standard corporate email. I am not interested in any more attempts at a technical solution for a product that is clearly inferior that the company goes to great lengths to hide its true performance.

Business Response: Dear Mr. ***,Thank you for contacting us through the BBB. I apologize that Carbonite did not meet your online backup needs. We have contacted you through our support centerregarding your request.

Sincerely,
*******
Solutions Team Specialist 
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/29/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 1) I paid $99.00 on 3/1/2012 and again I paid $99.00 on 3/15/2013 for Carbonite which is a backup service that advertised on their web page at the time of purchase: "If you are a HomePlus or HomePremier customer, you can also back up an external hard drive. That way, if your external hard drive ever crashes or is stolen, a copy of its contents can be recovered from the cloud. Simply select the drive you want to include and those files will be stored safely, on the cloud." 2) My payment was accepted for Carbonite HomePlus 3) I backed up my data to Carbonite 4) The drive failed and the data was deleted on Carbonite's servers without my consent. I am aware that if I delete a file I will have 30 days to recover it but in this case there was a hardware failure causing a complete loss of data. This event is specifically what this service is supposed to remediate. 5) Since Carbonite deleted my data, I could not recover my data from the cloud as soon as I noticed that my hard drive crashed even though the service advertised "if your external hard drive ever crashes or is stolen, a copy of its contents can be recovered from the cloud"

Desired Settlement: A refund of $198.00 for a service that did not work as advertised.

Business Response:  Thank you for contacting us through the BBB. Carbonite goes to great lengths to inform our users of all the different features and benefits. We encourage users to try our free no obligation trial beforepurchasing so that our users may make an informed decision before purchasing our product. Carbonite is a backup software and not an archiving software. We have always maintained a 30 day retention policy on deleted or missing files.If Carbonite does not see the files when a scan is performed, it will set the 30 day delete policy. Our knowledge based article on Retention of Deleted Files can be found at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=KB000359 .We also mention our 30 day delete policy in our External, Network, and USB Drive KB at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=KB000346 and Backing up Files on External Hard Drives at https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=4590. We are very sorry that your external drive failed. Carbonite did perform as advertised and we don’t reimburse for issues that are out of our control. We do appreciate and listen to the feedback from our customers and wehave included warnings, knowledge based articles and information in our Terms of service to give users as much information as possible before they choose Carbonite as their backup solution.Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint .  My comments were not feedback.  It was a reasonable and civil attempt to put this matter behind me by simply asking for a refund for a service that did not work as advertised:  "If you are a HomePlus or HomePremier customer, you can also back up an external hard drive. That way, if your external hard drive ever crashes or is stolen, a copy of its contents can be recovered from the cloud. Simply select the drive you want to include and those files will be stored safely, on the cloud." What specifically is out of your control?  The hard drive crashing?  This is what your service is advertised to address.  Deleting the data was in your control.   In my opinion, your service is violating Section 5 of the Federal Trade Commission Act. In the your response you wrote that I should have referred to the Terms of service.  The FTC specifically gives the following guidance (http://business.ftc.gov/sites/default/files/pdf/bus28-advertising-and-marketing-internet-rules-road.pdf): "Necessary disclosures should not be relegated to “terms of use” and similar contractual agreements." Referring me to knowledge based articles in my opinion is specifically contrary to the FTCs guidance: "When practical, advertisers should incorporate relevant limitations and qualifying information into the underlying claim, rather than having a separate disclosure qualifying the claim." The continued blaming of the customer and hiding behind excuses is unacceptable.  If one reads ****, the BBB website or simply ******* "carbonite fraud" one will find a myriad of stories where Carbonite has failed the consumer.  Blame is not action.  Many of the issues of the service can be fixed if Carbonite wanted to fix them.  If 500Gb of data suddenly disappears then it should assume that something went wrong.  If Carbonite charged for data stored after 30 days and provided tools and wizards to safely (e.g. a warning that one is deleting 300 photographs) clean up backed up data then it shouldn't matter what happened to the hard drive.  I read about HPs new line of servers and racks.  They went through all of their incidents and tried to figure out how to engineer the new product so that they can be avoided in the first place.  One needs to care and I have seen nothing that Carbonite has done where they show that they care about their customers.   

Business Response: Thank you for contacting us through the BBB. We have contacted you through our support center and have come to an agreed upon resolution to your issue.*******Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My Carbonite account was compromised due to a security flaw in their software. When I called them they, of course, blamed me. The issue is that there are a number of personal photos from an unknown source that appear with my pictures. I never took them and they are dated 2 years prior to my opening an account with Carbonite. I have emailed them over 10 times and spoken to them on the phone. They are lying that there isn't a security issue.

Desired Settlement: I want them to repair the security issue and credit my account for the inconvenience I have undergone. I want them to remove all the pictures that are not mine and I want assurance that my photos are not appearing on someone elses account. I have tried to resolve this but they refuse to email or call me back to fix this. They are hiding the fact that there is a chance that your personal files can be viewed by others accounts.

Business Response: Hello Mr. *********,  Thank you for contacting us through the BBB. We take security seriously and will investigate your issue further. We have contacted you through our support center regarding your request.    

Sincerely, 
******* ******
Solutions Team Specialist 
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Hello, I never got that email response until today as I see it in this email. I reject the response from the vendor. The reason is the response is meaningless. They only said they would get to me through their support personnel and they haven’t. They purposely have ignored this very serious issue and are not taking it seriously at all. They said they would contact me and never did. They never intended to as they are hoping I will just go away. They continue to lie about the problem and have taken no steps to fix and rectify the complaint.

Business Response: Hello Mr. *********, I do apologize that you did not receive any of our correspondence. I sent you a note on 10/29/13 asking for logs so that we could investigate. We did not hear back from you. I then had one of our Senior Escalation technicians email you on 11/4/13 and again on 11/6/13 asking for your contact information and a time that he could reach you. To date we have not heard back from you. We want to determine what the issue the exact cause of your issue as security is of the utmost importance to Carbonite. We will be reaching out again through our support center.

Sincerely,
*******
Solutions Team Specialist 
Carbonite, Inc.

Consumer Response: The tech finally got hold of me today. I have sent the logs per their request and I am awaiting their findings.

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribe for carbonite 15 days trial a week later I tried to get my files back to my computer but was not able to. last night was the last day for me to get my files back and I kept getting an error message. I was not able to get my 15 GB of files I uploaded to carbonite. I call but they were closed. today I spoke with ***** and she just told me that in order for me to get my files I have to paid a subscription. I told her that I tried but the membership only give the option to pay for a full year. I told her that I though I pay monthly that I don't have that kind of money at once. she told me that if in 15 more days all my files will be destroy. there is no information on the trial regulation that I could see. maybe they do have one but I only saw the regular policy. and the website that I sign up did not say if I don't upgrade I lose my files. carbonite have all my memories, pictures, legal documents everything I own I was so stupid. I deleted everything from my computer thinking I was able to have access to my files. carbonite just took my whole life.

Desired Settlement: I just want my files back.

Business Response: Hello Ms. *****,  Thank you for contacting us through the BBB. Carbonite gives our users the opportunity to try before you buy. We offer a free, no obligation, 15 day trial. We will remind you several times prior to your trial's expiration to give you time to upgrade your trial to a paid subscription. We know that sometimes you may not be sure about continuing with Carbonite, so we keep your backed up data for 15 days before removing it from our servers. This gives you time to purchase a subscription to Carbonite and continue to keep your important data backed up and safe. However, after the trial version expires, you must purchase a subscription if you wish to restore your data.We give users enough upfront information to make an informed decision before purchasing Carbonite. We mention our Trial subscription expiration in our Knowledge Base at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********. As a courtesy, I have extended your trial until 11/26/13 at which time you will need to purchase a subscription if you would like to take advantage of Carbonite's subscription features.

Sincerely,
*******
Solutions Team Specialist 
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

11/10/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite offers unlimited backup for a single computer at a fixed price. As of October 29, 2013, I am still waiting for files from July 23, 2013 to be backed up (along with 30 other GB of data). I have worked with tech support without resolution. I am asking for a refund for the remainder of my contract period so that I can contract with another provider that will provide timely backups as advertised. * I am aware that Carbonite believes it's free trial period is sufficient and anything outside of that period should not get a refund. That is not realistic. During the free trial period, there is no way I would have ever hit their 200 GB limit (above which they throttle to ~1 GB/day to be backed up). NOTE this throttling is not disclosed on their main page where they advertise unlimited backup. Here is a direct link to just one place where an * is appropriate to disclose to consumers that unlimited means unlimited at some point during your contract period hopefully. http://www.carbonite.com/online-backup/pricing-plans/home Instead, the advertising only says "your backup amount (GB) is unlimited so there's no need to worry..." I would argue there is a need to worry since you may be 3+ months delayed on getting your files backed up.

Desired Settlement: Refund remainder of contract term from today through April 25, 2015.

Business Response: Hello Mr. ********,   Thank you for contacting us through the BBB. We take customer feedback seriously. We do appreciate your thoughts and I have asked our Escalations Manager to contact you today to discuss a resolution to your issue.  

Sincerely,
******* *.
Solutions Team Specialist 
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ever since becoming a Carbonite customer in 2009 the system had failed to backup my home computer data on a consistent basis without the Carbonite system locking up. In good faith, I have contacted Carbonite's technical support and CEO. Starting out with overseas and now stateside technical support I have spent many hours talking with Tier 1,2, and 3 reps who have been unable to provide a long term fix. I have received no response from the CEO. When I asked what my options are as a customer, I was advised that I could continue to work with the technical department which I have been doing since 2010 resulting in many hours of my time being wasted, or I would receive a prorated refund for this year only. The system has not worked on a consistent basis without locking up since I became a customer in 2009.

Desired Settlement: I would also like an explanation from the CEO why this has been my customer experience.

Business Response: Hello Mr. *******, Thank you for contacting us through the BBB. I see that wehave responded to all of your support requests and one of our escalation specialistshad taken ownership of your case. She has a scheduled appointment with youtoday. We will contact you through our support center today regarding yourrequest. 

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Dear Sirs: I am registering this complaint about Carbonite.com. I have a Premium account with Carbonite and the other day my computer crashed and I lost all my files. I called Carbonite this morning at approximately 10:00 AM EST to request a DISK of my backup files be sent to me overnight. Since being a Premium member for the past 16 months this is the first time I requested my files be sent to me via overnight delivery. Upon requesting that said files to be sent to me I was told that I would be charged a $9.99 fee in order to have the disk delivered to me. I was forced to give them my credit card number before they would agree to assist me. I advised the customer service rep **** *** that I pay $120.00 + per year and I was told by the Carbonite rep upon renewal that overnight delivery was free of charge if my system crashed. I now learned that I have to pay an additional $9.99 fee for delivery of my information even though I pay twice the normal rate of $59.00 per year. **** *** replied “sorry I know how you feel but you will have to pay the charge!” Had I known that I would have to pay the additional fee of $9.99 I would never had agreed to the Premium package. It just doesn’t make sense! I would think that if I am paying twice the normal rate for basic Carbonite I would think that Carbonite would at least provide overnight delivery??? I just had my wife sign up for the premium package and now at time of renewal I will advise her to go to Mosey Pro. My son just started college and I was going to have him sign up for Carbonite this week but since this encounter I will have him work through the school base back up system instead or some other alternative. It’s painfully obvious to me that Carbonite is not interested in retaining their customer base by doing what is right by the customer. Carbonite my look at this and say “what’s the big deal it’s only $9.99”? But it is the principal of the matter. The idea of making it more stressful on a customer at a time when all their information is lost shows me that Carbonite is not in touch with the common man nor do they care to be. At a time of distress the idea of nickel and diming me for a delivery charge to a major metroplex area does not extend good feelings to customers. While I was a big Carbonite fan prior to this I will definitely let my family and friends know that when I was under the gun Carbonite stood there with their hands open asking for more money! Extremely disappointed in the poor customer service!

Sincerely,
***** *****
********************
###-###-####

Desired Settlement: Refund me the $9.99 delivery charge

Business Response: Dear Mr. *****,   Thank you for contacting us through the BBB. Carbonite HomePremier has features that our Basic Home does not offer. Carbonite HomePremier offers additional features including backup of external hard drives, Courier Recovery Service and Automatic Video backup. Carbonite does provide clear information about Courier Recovery in the product FAQ section on our website: https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********. There is a $9.99 service fee for each time you use Courier Recovery to recover a computer. I see that you did receive your Courier Recovery on 8/28/13.

Sincerely,
******* ******* ******
Solutions Team Specialist
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Carbonite HomePremier offers additional features over our Home Basic program, including backup of external hard drives, Courier Recovery Service and Automatic Video backup. Carbonite does provide clear information about Courier Recovery in the product FAQ section on our website: https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=******** . There is a $9.99 service fee for each time you use Courier Recovery to recover a computer. We also have a comparison chart of all our Home programs at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********.

Carbonite

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Response date September 13th 2013 BBB # ******* The response sent in by Carbonite dated September 6th appears to be a duplicate response sent in by Carbonite to the BBB dated September 4th 2013. This is my third written response to my complaint dated 8-28-13 to carbonite directly and the BBB. I am now utterly amazed at how disinterested Carbonite is at resolving this matter. I can only assume that they just don’t care what customers experience when calling the “Customer Service” department at their company. It would appear that Carbonite does not oversee responses to the BBB before they go out as the response on both prior occasions was woefully inadequate and in my opinion puts the company at risk. The whole experience trying to get my data back has been a nightmare dealing with a non-responsive company that is only interested in taking your money and providing NO support when it is needed.   As it stands today I have not gotten all my data back none of my pictures have transferred over and of course nothing was on the disk they charged $9.99 for. It is now going on 16 days and my computer still is not fully recovered.  Seeking further resolution and regretting ever doing business with Carbonite.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/13/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: It's been about a year since I decided to try Carbonite's back up service. Unfortunately, it doesn't work well with Mac. I called their customer service department many times. After several attempts to get it to work, they even admitted that it doesn't work well with Mac (and that was from people in their Mac group). I canceled the service. Then sometime in the Spring, my credit card was charged for service. I disputed the transaction and after a bit of time, someone from the company sent me an email and apologized. Now, I'm getting billed again. And don't understand why this error continues. I no longer have the emails because I thought it was resolved. I'm afraid if this isn't fixed and my account credited asap, I feel I have no choice than to contract my state attorney general's office.

Desired Settlement: I want this charge taken off my credit card and credited back to me. I want all my information deleted from your systems and I NEVER want to see an authorized charge on my credit card.

Business Response: Hello Ms. ****,  Thank you for contacting us through the BBB. We have contacted you through our support center regarding your request.  

Sincerely,
******* ******
Solutions Team Specialist  Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/28/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite offers an "unlimited" online backup product: http://www.carbonite.com/online-backup/pricing-plans They completely fail to mention anywhere in their purchasing process or marketing materials that "unlimited" backup is throttled (slowed significantly) after 200 GB of data, to a speed of 100 kbps. This extremely slow speed is 20 times slower than the speed they provide up to 200 GB, and has the effect of making "unlimited" backup virtually impossible. Marketing this "unlimited" product without describing the significant downgrade in service quality after 200 GB is extremely deceptive marketing.

Desired Settlement: Carbonite should clearly state the significant downgrade in service that customers of their "unlimited" product should expect. On their pricing page (http://www.carbonite.com/online-backup/pricing-plans), the fact that the product offered is much lower quality after 200 GB should be clearly stated to all potential customers. Deceptive marketing practices like this should not be tolerated by the BBB, and it is very surprising to see an A+ rated business conducting this type of unethical business.

Business Response: Hello Mr. *********,  Thank you for contacting us through the BBB.  I'm sorry to hear that your initial backup had not completed. We go to great lengths to provide our customers with enough up-front information to make an informed decision about using and purchasing our product as well as our free 15 day, no obligation trial. Our bandwidth allocation policy for customers with very large amounts of data is stated in the following Knowledge Base article available through the public support section of our website - https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********.  After you reach 200GB, your upload is throttled.

Our bandwidth allocation technology is designed to dynamically regulate bandwidth across millions of users and there is no way to carve out individual users with our consumer product. After the 200GB threshold, you will be able to upload up to 1GB per day.

We have contacted you on 8/7/13 through our Customer Support with further information and apologize that Carbonite cannot meet your online backup needs.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The response from Carbonite is "well, we hide the fact the service we offer is severely degraded after a certain point. We *do* state this degradation of service deep within our website, but nowhere in our marketing or purchasing materials do we state the degradation, for obvious reasons (fewer people would buy our service if they were privy to this!)."  The truth of the matter is Carbonite is deceptively marketing their service; checking customer feedback on their public Facebook page, I see that customers are making this exact complaint on a daily basis. 

Carbonite: I am very very angry that you wasted a large amount of time because you did not clearly state the severe degradation in the quality of service I would receive for part of your service. If you do not agree to clearly denote this severe degradation of service in your marketing and purchasing materials, up front, so that customers clearly understand what they are purchasing, I will not only exhaust the complaint process here with the BBB, but I will also have my corporate lawyer (I own an international business) begin the process of filing a class action lawsuit on behalf of all of the customers you have deceived. I will also file a complaint with the US Consumer Protection agency. Have you read the complaints constantly being posted on your social media? By hiding this you are losing customers, forever. I am very involved in the Portland business arena, and I will certainly make it known that Carbonite is not to be trusted.

Business Response: Dear Mr. *********,  Our goal at Carbonite is to provide a good customer experience for all of our customers – Home, Business, and any customer who needs to restore their data. Today, upload bandwidth is distributed among the more than 1.5 million users who are backing up continuously. In fact, only approximately four percent of Carbonite Home users – those with more than 200 GB – are impacted by any bandwidth allocation limits.  Our bandwidth process is designed to upload data from millions of devices, and we designed the Carbonite service with ease-of-recovery in mind as well – so that all of our users’ data recovery speeds are as fast as their own bandwidth will allow – without any limitations by Carbonite.

Carbonite does provide clear information about this in the product FAQ section on our website: http://www.carbonite.com/online-backup/home-online-backup-faq#****  and additional information is available in our online support knowledgebase: https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=****  and https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=*******7 as well as https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********.     We do appreciate and listen to the feedback from our customers, and we are actively working on upgrading bandwidth capabilities in a way that does not degrade the service offered to the rest of the customers.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Another standard, prepared response. BBB, I do not accept this response. Carbonite is not adhering to the BBB's own Code of Advertising; they offer a product that, after a certain amount of usage by their customers, is severely degraded. This is blatant bait and switch. Rather than tell customers about the degradation of their product upfront and in an honest manner, they hide the degraded standards of their product deep within the bowls of their website.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/27/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I tried to download my information from Carbonite (a service which claims to backup your data) and could not do so successfully. As such, I went to cancel my 2 current contracts with them (one is mine and the other is my wife's) and they would not reimburse for unused portion/time.

Desired Settlement: Refund.

Business Response: Dear Mr. *****,   Thank you for contacting us through the BBB. I see that you wrote in requesting to have your two accounts cancelled and refunded. Carbonite has a very clear refund policy that is outlined in our terms and in our Knowledge base. If our support team is unable to resolve your backup issue, we would then issue a refund. I am happy to have someone contact you to resolve any issues that you may be experiencing.

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I also have a clear policy.I will not pay for services that do not work, nor for services that I do not want.Carbonite did not work for me. It was removed from both computers 2-3 weeks ago. I will not pay for anything that did not work, nor anything I no longer have.I will continue to fight this and let everyone know about the "ethics" of this company.I reject their conclusions and will not accept anything other than a refund. In addition, I have contacted the FTC and my credit card company.

Business Response: Dear Mr. *****,   Thank you for your rebuttal. Per Carbonite’s terms of service, we reserve the right to troubleshoot an issue before we determine that the issue is one that cannot be resolved. I see that you have not given us any opportunity to assist with the issues that you may be experiencing. We appreciate that you have been a loyal Carbonite customer since 2008 and want to make this right for you. I see that the computer named LISA is backing up fine as of today and has not been removed. The computer *****-PC was backing up on 8/23/13 until it was uninstalled by you on 8/23/13. We will have a technician contact you to resolve the issue. If they determine that the issue cannot be resolved, we will issue you a refund.  

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

The problem now is resolved. It was resolved on the date that I removed Carbonite from my system. Now my system is not slow and does not freeze. I can also access my files via a zip drive and drop box, something I could not do with carbonite. I will continue to file complaints with every agency and media outlet until I receive a refund. I am also more than willing to share my experiences with the software and now with the company rep, with everyone also. Or you can provide a refund and all is resolved and moved on.  If you are willing to do so, confirm this. If not, I will do exactly what I said I would do.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

9/24/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: All files that were backed up on the Carbonite Website were purged. No email notice was given. All my family pictures, videos of my last daughter finally taking her first steps were purged from their website and cannot be retrieved. I paid my yearly fee and I am appalled and totally upset that Carbonite leads you to believe that files saved on their website will be safe when in essence they are not.

Desired Settlement: My desired outcome would be for Carbonite to pay the bill that will be associated with data recovery efforts (of the files that Carbonite deleted) for a damaged hard drive and pay for the pain and suffering that they caused me when I found out that the precious memories that were in those files were so callously purged after leading me to believe that they were stored on Carbonites server.

Business Response: Dear Ms. *****,   Thank you for contacting us through the BBB. Carbonite is a backup program and not storage or archiving software. In order for the files to remain on our servers, they must be on the computer for Carbonite to scan them and see that they are on the hard drive. When you change to a  new computer, Carbonite goes into recover mode.   Once you leave recover mode, any files that have not been restored will remain on our servers for 30 days. We have included warning boxes that pop-up and must be accepted in order to leave recover mode. These warnings clearly state that any files that were not restored will be deleted from your backup in 30 days. Carbonite can only be taken out of recover mode manually at which time you would have to agree to the “Are you ready for Carbonite to start backing up again” question. I have had one our Senior Escalation team members check our servers and unfortunately the data is not recoverable. Carbonite did work as designed according to our documented policy.

We go to great lengths to provide our customers with enough up-front information to make an informed decision about using and purchasing our product.  Our knowledge based article on Retention of Deleted Files can be found at https://carbonite. service-now.com/carbonite/kb_view.do?sysparm_article=********. I am also including the knowledge based article, Restoring All of Your Files, https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=****, which will show you the popups “Your Backup is frozen for safekeeping” and “Are you ready for Carbonite to start backing up again”.   
 
We do appreciate and listen to the feedback from our customers. We have included warnings, knowledge based articles and information in our Terms of service to give users as much information as possible before they choose Carbonite as their backup solution. Carbonite does not reimburse for third party expenses. We have contacted you through our support center with further information.
 
Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I received a call from a VP at Carbonite and he stated that he would have a programmer work on doing a "roll-back" to try and recover the data. He also stated that he would have an IT rep. contact me today (9/12/2013) in order to try and "remote" into the broken computer that has the files that I need to recover. I was supposed to receive a call today (9/12/2013) at 1:30pm ET. That call never came. I am not sure what the status is but obviously the agent that contact BB is not in the loop. I am expecting the VP to stand by his word and help me. I am not going to drop this important issue until there is a positive resolution. Telling me that I should have seen pop-up boxes etc. is useless. The files that I stored on Carbonite were their server and Carbonite should not have deleted them without contacting me first. THIS IS A DISGRACE!!!

Business Response: Dear Ms. *****,  Thank you for the updated information. One of our managers has contacted you through our support center to assist with your issue.
 
Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/23/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased the $150 Carbonite backup service to provide backup for my families pictures and videos. The drive that was being backed up crashed, and as the PC being used is used solely as a backup device, we didn't notice the drive failure for over a month. Once we noticed the drive had failed we attempted to recover the files that were previously backed up to Carbonite's servers, and found they were no longer there. I made two unsuccessful attempts to reach technical support due to excessive wait times (I had to hang up after an hour of waiting), and after an hour on the third attempt I was told by a level 2 tech that because the drive hadn't been connected for thirty days it's backup was deleted from Carbonite's servers. In other words, the service that was acquired to protect against data loss deleted my backup because of data loss. I was told that there was no way of getting this data back. Carbonite is responsible for the loss of my families pictures and videos because I trusted they were backing up my files as advertised. Because I trusted their service I stopped manually backing up this drive. Now that the drive is dead, and Carbonite removed the backup set, I'm left with nothing. I asked that at a minimum to refund my $150 fee. I was told that they don't refund, even in this circumstance.

Desired Settlement: More than anything I want Carbonite to retrieve my backup files that were deleted. Any reputable business providing backup services has archives of backups, so I find it very hard to believe the backups are truly gone. I also want a formal apology and a refund of my $150 service fee.

Business Response: Hello Mr. ******,  Thank you for contacting us through the BBB. When your external hard drive failed, Carbonite could no longer see the files and marked them as missing. We keep the missing files for 30 days. Our knowledge based article on Retention of Deleted Files can be found at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********. We are sorry that the data is not recoverable. We have contacted you through our support center regarding your request.
 
Sincerely,
******* ******
Solutions Team Specialist 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonite made my MacBook Pro overheat in the extreme, ruining a new $80 battery, and making the keyboard and trackpad cease to work. Before I identified the problem as Carbonite, I also bought a gift subscription for my daughter. On my laptop, Activity Monitor shows that Carbonite is using over 95% of my processor's capacity, even when it's not backing up. Calls to Carbonite support resulted in a technician removing files from my backup, but didn't stop the overheating. This problem is not unique to me. There are numerous complaints on online forums with similar issues. My daughter's gift subscription would not install, and I'm glad—because I now know that she could suffer the same fate as me: destruction of her computer. I called customer support for at least a refund on the unused $40 gift subscription, and they refused, citing a 60-day policy. They list my gift subscription as unredeemed, yet refuse a refund.

Desired Settlement: $40 for the nine months remaining on my $60 subscription $40 for the unused gift subscription purchased for my daughter $1000 toward the replacement of my MacBook Pro A total of $1,080.

Business Response: Dear Mr. ** ***, Thank you for contacting us through the BBB. I see that you contacted us on 8/27/13 regarding your Mac computer and an unused activation code. Our technician explained that in order to explore a refund for your current subscription we would need to determine the cause of your issue. I am happy to have someone contact you to assist. We have refunded your unused subscription and contacted you through our support center.

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I SIGNED UP FOR BACKUP WITH MY COMPUTER INFORMATION IN GOOD FAITH. THE PROGRAM STOPPED WORKING. I CONTACTED CARBONITE AND THEY ASSURED ME IT WAS WORKING. IT WASN'T. SO I OPENED A CHAT WITH THEM TONIGHT AND THEY ASSURED ME AGAIN IT WAS WORKING. THIS TIME I INSISTED IT WASN'T AND THEY ASKED ME TO SEND THEM A PHOTO BUT WOULD NOT GIVE ME AN EMAIL ADDRESS AND IT WOULD NOT PASTE INTO THE CHAT BOX. I WAS ON WITH THEY FOR MAYBE 30 MINUTES THINKING IT WAS TECH SUPPORT..BUT IT WASN'T AND THEN THEY WANTED ME TO WAIT ANOTHER 21 MINUTES. I AM DISABLED AND IT WAS ALREADY TOO PAINFUL FOR ME. I ASKED FOR MY MONEY BACK AND THEY SAID NO...WHAT KIND OF COMPANY SELLS YOU SOMETHING AND DOESN'T GIVE YOU WHAT YOU PAID FOR AND THEN REFUSES TO RETURN YOUR MONEY? A SHODDY CHEATING COMPANY IN MY OPINION. THEY HAVE TERRIBLE REVIEWS ON GOOGLE...REALLY TERRIBLE.

Desired Settlement: I WANT MY SERVICE FIXED OR I WANT TO FIND ANOTHER COMPANY AND GET A REFUND. I WILL NOT PAY FOR SERVICE I'M NOT GETTING. THAT IS THEFT BY DECEPTION.

Business Response: Dear Ms. *****, Thank you for contacting us through the BBB. I apologize that you were not able to reach us in a timely manner. I see that you did speak to one of our support representatives who assisted you with a reinstall and made sure that your files were backing up before the call was completed. I have looked at your account as of today and see that your backup is progressing normally.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a 3-year Home Plus (Windows) online backup solution from Carbonite for $269.00. I chose this package because it handles external drives. I have a 3 TB Seagate drive with almost 1 TB of data on it. The drive cost me $129.00. I elected to have nearly the entire 1 TB backed up. Recently, my external drive crashed and I was depending on Carbonite for this exact situation. Unfortunately, upon attempting to restore my files, most of them were not backed up. I spent a good amount of time on the phone with tech support, both level 1 and level 2, only to learn more concerning facts about their back-up solution. Here are my issues: (1) The leve 2 tech specialist told me that any time someone attempts to back-up 200 GB or more that they are allocated an extremely slow upload rate. According to the specialist, backing up a terabyte at this rate would take one year! This information is not available during the registration/purchase process, but only in their Knowledge Base. This upload rate should be made known to customers during the registration/purchase process. I don't know where I could even buy a 200 GB drive today. The solution I purchased is for external drives, and I can't easily find anything smaller than a 1 TB drive for purchase, so if they are advertising that this solution is for external drives, then their system should be able handle the most common drive sizes in consumer homes. Here is what the welcome E-mail from Carbonite states: "Because your initial backup includes so many of your files, and because most high-speed Internet connections can’t back up more than 3–4 GB every 24 hours, your initial backup may take a few days. Don’t worry about it — it all happens in the background, and you can continue to work and use your computer as usual while your backup is in progress." (2) Upon regularly viewing my account on-line it would always tell me that my files were backed up and it would also give me a date of the most recent successful back-up, which was typically within the last day or two. Truthfully, and according to the level 2 specialist, a complete back-up had NEVER completed! The system should have been telling me the number of files that were backed up and the number of files still pending. (3) The level 2 specialist informed me that some of my files that were missing were actually backed-up at one point, but when the drive stared to fail and the files could no longer be found, the system started to delete them. What is the point of a "backup" if the system is going to automatically delete them when it can't find them? One of the plan features is "Unlimited Space", so they have no need to free up disk space. If it isn't smart enough to figure out the difference between a deleted file and an inaccessible file, then they should not be advertising themselves as a "backup" solution. People have backup solutions to protect them from hard drive failures. This system doesn't protect you from anything.

Desired Settlement: I had to pay $399 to have my hard drive recovered. I would like Carbonite to cover that cost. Unfortunately, I permanently lost a number photos from our recent vacation. These photos are pricess, and can never be seen again.

Business Response: Dear Mr. ********, Our goal at Carbonite is to provide a good customer experience for all of our customers – Home, Business, and any customer who needs to restore their data. Today, upload bandwidth is distributed among the more than 1.5 million users who are backing up continuously. In fact, only approximately four percent of Carbonite Home users – those with more than 200 GB – are impacted by any bandwidth allocation limits.  Our bandwidth process is designed to upload data from millions of devices, and we designed the Carbonite service with ease-of-recovery in mind as well – so that all of our users’ data recovery speeds are as fast as their own bandwidth will allow – without any limitations by Carbonite. Carbonite does provide clear information about this in the product FAQ section on our website: http://www.carbonite.com/online-backup/home-online-backup-faq#faq2  and additional information is available in our online support knowledgebase: https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=****  and https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=******** as well as https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********.     We do appreciate and listen to the feedback from our customers, and we are actively working on upgrading bandwidth capabilities in a way that does not degrade the service offered to the rest of the customers. We will contact you through our Customer Support center to address your subscription.

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I extended a contract with Carbonite on 26May2013 (three years). Up until this date, the Carbonite service had keep pretty much kept up to date with backing up my computer (about 160GB data). On this date, even up to four days ago (almost three months), it still had not completed the back up. Back in late June or Early July, when calling Carbonite customer service about this poor service, I was told "sorry, but it is just the way it is." In reviewing the internet for customer service complaints for Carbonite, I find that I'm not the only one that has experienced these problems and while having trust in the BBB, I can't believe that they carry a "A+" rating unless they're "buying" their way into the A+ rating by issuing refunds when the BBB complaint is issued. On "computer back up" review/recommendation sites, Carbonite isn't even recommended that much; in many cases, they are NOT recommended. I understand why.

Desired Settlement: Having a non-refund policy, even if I agreed to it, is a sign of a company that has NO trust in their own product. I will never do business with this company again in the future and will do everything I can do, in my power, to see that others (at least in the Austin, TX area) know of Carbonite's poor/slow back ups and their no-refund policy. I expect a prorated refund from Carbonite (effective on Thursday / 22 August 2013).

Business Response: Dear Mr. ******,  Our goal at Carbonite is to provide a good customer experience for all of our customers – Home, Business, and any customer who needs to restore their data. Today, upload bandwidth is distributed among the more than 1.5 million users who are backing up continuously. In fact, only approximately four percent of Carbonite Home users – those with more than 200 GB – are impacted by any bandwidth allocation limits.  Our bandwidth process is designed to upload data from millions of devices, and we designed the Carbonite service with ease-of-recovery in mind as well – so that all of our users’ data recovery speeds are as fast as their own bandwidth will allow – without any limitations by Carbonite. Carbonite does provide clear information about this in the product FAQ section on our website: http://www.carbonite.com/online-backup/home-online-backup-faq#faq2  and additional information is available in our online support knowledgebase: https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=1440  and https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=KB001337 as well as https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=KB000335.     We do appreciate and listen to the feedback from our customers, and we are actively working on upgrading bandwidth capabilities in a way that does not degrade the service offered to the rest of the customers. We have responded to your request through our Customer support center.

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: About 8 months ago, I realized the Carbonite backup software I had installed on my computer was not backing up all of my family pictures. It backed up some, but seemed to randomly not back up other files all within the same directories. I looked online and saw that it takes a while to find all the files to be backed up. I began to leave my computer running when I wasn't at my desk so the Carbonite software had time to identify the files it wasn't backing up. Eventually I gave up when I saw no progress. I called Carbonite customer service. They told me my hard drive was going to sleep too quickly and they adjusted the settings for me. A month or so later still no improvements. I called customer service again. They did a remove & reinstall, telling me that would probably fix the problem. Again I waited a few weeks and finally determined there was no improvement so I called back again. They tried something else and again I waited to see if that was the fix that was needed. It was not. All the time I kept praying my hard drive didn’t crash and I would lose my precious family photos. Ultimately, I called a total of 4 or 5 times over several months, finally getting escalated to their top level (Level 2) support in Maine. By this time I've literally spent a total of 5+ hours on the phone with them and way more hours on my own trying to get this software to work. Finally at the end, the top level support guy in Maine told me he couldn't fix the problem. He said it therefore must be my computer is malfunctioning because what else could it be. I explained to him I had been using the computer for 4 years and it works fine with every other software I am running so I doubt it was a computer malfunction. I faithfully maintain ****** antivirus software and install all updates provided by *********. By the time I was finally told it was my computer’s fault, because they couldn't fix the issue on their end, I just wanted to end the relationship and move on to different software that would work correctly. I again called customer service and explained their software failed to work properly on my computer and I felt they took the easy way out by blaming my computer because what else could they blame since they couldn’t fix it. I asked for a refund of what I paid since I had come to the realization the product had never worked correctly from the beginning. I was told their software was fine and since the problem must therefore be with my computer (which to this day continues to run all other programs just fine) they refused to issue a refund. I know it’s not huge amounts of money, around $50 if I remember correctly, but it’s the principal of the matter. I tell my children and my employees to do the best they can, and when there is a problem, fix it. I expect companies to stand behind their products. The products should work as advertised. That all I was asking for. I expected better from a major player in the backup software business and I’m frustrated I wasted my time & money on a product that doesn’t work.

Desired Settlement: Issue a refund for the amount I originally paid.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

8/6/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had been using Carbonite for nearly 3 years. Despite being underwhelmed with the throttled (slow) backup speed, overall, I was satisfied with how it was working. Ultimately, you purchase a service like this in the hopes that you never really have to use it. By that, I mean, you hope you never lose your files or have a need to restore them. Well, that dreaded day came for me where my hard drive crashed & I lost all of my files. At that point, I was very glad that I had all (200 + gigabytes) of my files backed up to Carbonite. Unfortunately, this is where it all went wrong. Not only did the restore take way too long, the desktop application also had many problems. For starters, I could only restore 2 – 3 gigabytes a day. I was told by Carbonite that some of their customers are able to restore up to 18 gigabytes a day. I can tell you first hand, don’t believe that! I can also tell you that the slow download speeds had nothing to do with my internet bandwidth. I have a DSL fiber-optic ISP with a constant 40 + Mbps connection; so, the bandwidth is there. It was so bad, I resorted to manually downloading my files directly from their website. While that worked much faster than their desktop restore, as you can imagine, manually downloading 200 + gigs worth of files is a monumental task & requires a lot of user interaction. Not only that, they limit you to only being able to download 200 or fewer files at a time. If that were not enough, the desktop program also had major problems. The biggest of which was that it would get out of sync with the previous restore process. Meaning, that it would start to restore files that had already been restored. It also had problems with letting you restore to a specific directory & would often return a blank screen when you try to view the status of the restore. There are a handful of other problems that arose, all adding to my growing frustration with the service. I am a software consultant by trade & work with one of the world’s largest computer companies, to say the least, I know what I’m doing when it comes to computers. I can assure you that the problems I experienced were not user error. After all the woes with the program & the restore process, I finally got all of my files back after 16 days. Keep in mind, that it only worked that fast through much manual intervention. At this point, I wanted nothing more to do with Carbonite & called in to cancel my subscription & to request a refund. This is where it really got bad. They gave me the typical run-around & suggested I talk to tech support. As I mentioned though, I already had all of my files restored & no longer had a need to talk to anyone for tech support. Worse yet, I was only 3 months into my annual subscription, but they refused to offer a refund; despite all of my problems, they wouldn’t even offer me a pro-rated refund for the unused portion of my subscription.

Desired Settlement: I would like a refund for my subscription.

Business Response: Hello Mr. ******,  Thank you for contacting us through the BBB.  I'm sorry to hear that your restore was not progressing as you expected.  We go to great lengths to provide ourcustomers with enough up-front information to make an informed decision about using and purchasing our product as well as our free 15 day, no obligation trial.  The amount of time it takes to restore your entire backup will vary based on how long your computer is connected to the Internet, your computer's speed, the speed of your Internet connection, and how much you use your computer during the restore process. Most Internet Service Providers will allow you to download about 600-800MB per hour, or roughly 14-18GB per day. This is not a Carbonite restriction, but one typical of Internet Service Providers.  I see that you refused to go through our Customer service for technical support. Our refund policy is such that if our technicians cannot resolve the issue, an appropriate refund will be given. We have contacted you through our Customer Support with further information and apologize that Carbonite can no longer meet your online backup needs.

Sincerely,
******* ******
Solutions Team SpecialistCarbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/4/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I downloaded Carbonite with the full year subscription. After I downloaded Carbonite and let it back up my computer, I still was experiencing major draining of my battery that was affecting the amount of work I could get done. I took it to the Apple Store thinking that it was my battery, but they ran some tests and informed me that it was Carbonite that was draining my battery. I looked it up on the internet, and I found many other complaints. I contacted Carbonite after finding out about a different option for backup so I could cancel my account and get back a refund (for the months that I had not yet used). Carbonite informed me that they would cancel my account but would not refund me any money. They do not have any sort of refund policy.

Desired Settlement: I want to be refunded for the months that I have payed for but will not longer be using. I have enjoyed using Carbonite, but because of the battery problems, it is just no longer a product I can continue using for my laptop. It is unethical for the company to charge me for a default in their product that many other customers are using.

Business Response: Hello Ms. ******,  Thank you for contacting us through the BBB. We have contacted you through our support center regarding your request.    

Sincerely,
******* ******
Solutions Team Specialist   

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had service with Carbonite for over a year now and a complete back of my PC has yet to be completed. After running for approximately 1-2 months, the software gives an error message warning that it has not been able to communicate with the backup server. Upon calling customer service, the only solution they offer is to reinstall the software. Obviously this is not correcting the problem. I am a network engineer and have determined that this is not a network issue on my end. All necessary ports are open on firewalls. My online backup was approximately 400GB, but upon re-installation today 07/16/2013 over 300GB of backed-up data has vanished! This has happened before and when I contacted customer service about it there were no solutions offered other than to reinstall the software: That is not a solution. Essentially the product has NEVER worked. When I contacted customer service approximately 90 days ago, I suggested that I would accept a pro-rated refund as compromise: My offer was refused. Furthermore the BBB should consider that Carbonite is engaging in deceptive advertising because the fine-print of the contract is quite different than what they are selling: Specifically: The contract indicates that Carbonite may throttle upload speed to server to 1GB per day. The average user has over 1TB of data on their personal computer! Based on Carbonite's throttling, 1TB of data would take 1024 days to complete! To not mention this major bandwidth limitation, while offering a complete backup of personal computer systems is deceptive to say the least. There is no point in my continuing service with Carbonite as the service does not work, my data vanishes from their servers and to start over now would take over a year! Obviously I am not going to renew my contract in 02/2014! Thank you for accepting my complaint.

Desired Settlement: A complete refund of all fees paid as the service has NEVER worked.

Business Response: Hello Mr. ********,  Thank you for contacting us through the BBB. We have contacted you through our support center regarding your request.  

Sincerely,
******* ******
Solutions Team Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/26/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a Corbonite subscription for backing up my computer files (wedding pictures, video of my son's birth and much more). A little over a month ago my computer crashed and I had to my a new computer. I installed Carbonite again and restored just a couple documents from my backup as I thought my data would be SAVE with Carbonite. Well, today I wanted to restore some more documents and I found out that Carbonite DELETED all my files from my backup!! I called customer service and I was told that Carbonite will delete all your files within 30 if you do not restore everything. I never received 1 email or message that they are about to delete my whole life backup and I am furious about this. When subscription payment is due carbobite can send you 15 messages and pop-ups a day telling you that they will delete your backup if you do not renew your subscription but they can not send 1 message when they are about to delete your whole backup for now reason at all. I am beyond angry, mad and furious and will not no rest until either my backup is restored or I have warned everyone about this crappy service and worst customer support.

Desired Settlement: As stated above, I want access to my files

Business Response: Hello Mr. *** ****,  Thank you for contacting us through the BBB. I’m sorry to hear that you had difficulty with Carbonite’s restore feature. I have looked at your support session and your subscription. I see that on 6/6/2013 you changed to a new computer. At this time Carbonite would be in recover mode. We see that you used Remote File Access to restore some files. You then started backing up the new computer. Once you leave recover mode, any files that have not been restored will remain on our servers for 30 days. We have included warning boxes that pop-up and must be accepted in order to leave recover mode. These warnings clearly state that any files that were not restored will be deleted from your backup in 30 days. I have had one our Senior Escalation team members check our servers and unfortunately the data is not recoverable. Carbonite did work as designed according to our documented policy. We go to great lengths to provide our customers with enough up-front information to make an informed decision about using and purchasing our product. 

Our knowledge based article on Retention of Deleted Files can be found at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=KB000359. I am also including the knowledge based article, Restoring All of Your Files, https://carbonite.service-now.com/carbonite/kb_view.do?correlation_id=1361, which will show you the popups “Your Backup is frozen for safekeeping” and “Are you ready for Carbonite to start backing up again”.  I apologize that we cannot recover any of the files that were purged per our 30 day delete policy.   

Sincerely,
******* ******
Solutions Team Specialist Carbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

As stated in my first email I never received 1 email that Carbonite was about to DELETE ALL my files, neither I receive a message box or whatever. Reading the tons of negative reviews online from other old customers I am not only victim. Again, real funny that you guys can send me 15 emails/message boxes a day when subscription payment is due but FAIL to send me even 1 email when you about to delete my whole files that I now lost forever. Because of you I have now lost the video of my son's birth, wedding pictures, and much more. As you will understand I will not let this rest and will take this matter to higher levels, media, newspapers and all online outlets.

PS. still waiting on a supervisor to call me since yesterday but that is straight in line of what we can expect from a company like Carbonite I guess.....   

Business Response: Hello Mr. *** ****,  Thank you for the update through the BBB. Carbonite can only be taken out of recover mode manually at which time you would have to agree to the “Are you ready for Carbonite to start backing up again” question. As stated earlier, we have included warning boxes that pop-up and must be accepted in order to leave recover mode. These warnings clearly state that any files that were not restored will be deleted from your backup in 30 days.     

Sincerely,
Rosanne Jepsky
Solutions Team Specialist Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As part of Carobonite’s service, they offer online access to backed up information online, via their website as well as via their mobile apps. I have been unable to access my backed up files via these methods for MONTHS. Even though the Carbonite desktop agent states that my backup is up to date, none of my files/sub-folders appear online (either via the website or through the mobile apps). The only thing I see are my top/parent directory folders, but clicking on each one, simply brings up an empty page with a message stating the there are no files inside the folder(s). After having gone through COUNTLESS technical support troubleshooting sessions to no avail, I have decided to cancel my subscription and move on to another service provider. Upon contacting customer support via chat (chatted with ‘*********** *.’ out of Lewiston, ME), I was told that Carbonite does not issue pro-rated refunds for canceled subscription. Given the circumstances that led me to my decision to cancel (the non-existent service in the form of inaccessible data online), I demand to have my pro-rated money refunded. To be candid, I should receive a FULL refund since I haven’t been able to access my backed up data for months, and to say that I have been patient with their support team would be a major understatement. But I will settle for a pro-rated refund as of 6/21st which is the date I contacted customer service with a cancel and refund request. I WILL NOT be paying for service which was promised, but not delivered.

Desired Settlement: Pro-rated refund.

Business Response: Hello Mr. **********,
Thank you for contacting us through the BBB. We are able to verify that your backup was up to date as of 6/14/13, the day that you uninstalled Carbonite. You have backed up over 203GB to our servers. I apologize that you had issues accessing your files remotely. I am happy to have an Escalations specialist contact you to assist with accessing your back up via the mobile app. We will reach out through our support center. 

Sincerely,
******* ******
Solutions Team Specialist

Consumer Response: To whom it may concern,
As stated in my complaint, I have already gone through multiple troubleshooting session with Carbonite's support department, to no avail.I will not waste any further time on this issue. Please issue a pro-rated refund dating back to complaint date asap.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Business Response: Hello Mr. **********,  
We have contacted you through our support center regarding your request.    

Sincerely,
******* ******
Solutions Team Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a service from Carbonite for backup in case my computer crashed/failed it did & had to repalce hard drive. I tried to reload onto new hard drive & was advised it would take a few days to download saved files, which it took two weeks over a period of off again & on again loading... I was never told this before purhcasing service, also, it has cost me 180 dollars to download aboslutely nothing from this firm. My overage with Verizon surpassed 10 GB to 27 GB. Not only did this service fail to do as promised it cost me money in the mean time. I have written two emails, filled out one survey discussing my displeasure & nothing has been acknowledged.

Desired Settlement: 1. refund for the money I have paid in2. refund of money I owe to Verizon other than what I ask there is no equitable settlement

Business Response: Hello Mr. ********,
Thank you for contacting us through the BBB. Many Internet Service Providers have specific bandwidth policies. We assume that users have referred to their ISP's usage policies for disclosure of any additional usage charges they may assess before signing up for Carbonite. We have explained this in our Knowledge Based Article, Internet Service Providers with Bandwidth Restrictions at https://carbonite.service-now.com/carbonite/kb_view.do?sysparm_article=********.  I will have one of our Escalations specialists contact you to assist with the restore.

Sincerely,
******* ******
Solutions Team Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/14/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I HAD 2 COMPUTERS WITH CARBONITE BACKING UP MY FILES FOR 4 YEAR. THEY THE LOST ALL MY PHOTOS. WHEN I FINELY TALK TO SOMEONE FROM CARBONITE HE SAID HE WOULD NOT DO ANYTHING. HE WOULD NOT EVEN REFUND THE MONEY I SPENT FOR MY 2 COMPUTER FOR THE 4 YEARS .

Business Response: Hello Mr. ********,
Thank you for contacting us through the BBB. I see that one of our supervisors has reached out to you today to resolve your issue. I do apologize that this was not resolved previously. We had sent you an email asking you to respondback but we never heard back. We have taken appropriate action and will contact you further with the details through our support center.

Sincerely,
******* ******
Solutions Team Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As I had used the computer backup product successfully on an individual computer, I signed up for two years on a business server (despite their 30-day trial period). After several attempts with their support staff, the product has been unable to backup the server. Despite their request to "give it time" (it has been weeks). It does not do what I paid for and the info center and website information are contradictory and confused. I do not have the time to continue to wait to get it to work properly, not to mention that I need a backup facility. I have e-mailed them to please cancel the service and issue a credit on the account. I have called them and been transferred only to be left on hold for 15 minutes or longer (two tries). I have requested a hold on the credit card but require their acquiescence.

Desired Settlement: End of relationship on the business account. I will keep the individual account, however.

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB. I apologize that your backup has not completed. I have asked one of our Escalation specialists to contact you to resolve the issue. We will ensure that your account is working properly. They will be contacting you through our support center.
 
Sincerely,
******* ******
Solutions Team Specialist

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am looking for a refund. I have tried to resolve this with support staff many times. It takes a lot of my time to work with them (as well as theirs) and we have been unable to get this done; not to again mention how long this has taken (I signed up in May). The company's response is to give 'er another whirl which entails setting up another appointment in a few days, and again wait to see if it works. In the mean time, I've paid for two years backup, upfront, and not gotten what was paid for.

Business Response: Hello Mr. ******,
We have contacted you through our support center regarding your request.
 
Sincerely,
******* ******
Solutions Team Specialist

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My business has blocked Carbonite due to excessive use of the internet resources. Company will not offer a refund upon request.

Desired Settlement: Refund to be credited to my account.

Business Response: Hello Mr. ********,
Thank you for contacting us through the BBB. Many Internet Service Providers have specific bandwidth policies. We assume that users have referred to their ISP's usage policies for disclosure of any additional usage charges they may assess before signing up for Carbonite. We have taken appropriate action and will contact you further with the details through our support center.

Sincerely,
******* ******
Solutions Team Specialist

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Yesterday I received a notice from Carbonite that my credit card on file was out dated. I had updated it about a month ago. I called them on the phone and was on hold for 30 minutes so hung up. I sent them an email but received no response. Today I contacted them with their chat and had no response for 30 minutes so disconnected them. I gave up trying to contact them so I am complaining to you.

Desired Settlement: Update their records with my current credit card information.

Business Response: Hello Mr. *********,
Thank you for contacting us through the BBB. I see that you were able to renew your wife's subscription today with your new credit card and that you have setup automatic renew. 

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.










































Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 9th, 2013 I found out that my on-line backup accounts were compromised with all my personal/business confidential files. The files were transferred from my account to another person’s possession. I called to address my concern about the disabled account and I found out the email was changed April 30th, 2013 to *******@aol.com and both of my confidential accounts were given away to someone that called and gave my name, email and last four digits of a credit card. No other security measures were taken or anything to make me aware to stop it. My whole identity was backed up on my computers with their software. To gain access to the account again I had to provide proof that I was myself but the files were already stolen. The lack of concern from Carbonite is unbelievable. I was told I cannot do anything and Carbonite cannot do anything about the person that took my files. They sent an email full of IP addresses that downloaded files and then forwarded me an email coping me to the other party that I have disputed the account and they would need a court order and proof of ownership. I feel that I have been severally violated not only by the person that took my files but by Carbonite by not doing anything about the theft of their customer. It’s like stealing my purse! All my confidential personal and business information was stolen.

Desired Settlement: Change security policies. I have had to change all my personal and business accounts do to this problem. I am still afraid that in the future I am going to have problems as all my information was stolen.Change security policies. I have had to change all of my personal and business accounts do to this problem. I am still afraid that in the future I am going to have problems as all my information was stolen.

Business Response: Hello Ms. *******,
Thank you for contacting us through the BBB. Carbonite strives to provide thebest Customer Service possible to all our users and I apologize that youdid not have a positive experience. The facts of your case are in dispute andare being handled by Carbonite legal and our Internal Escalation team at this time. 

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/15/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,
Earlier this year I started my Carbonite account. Soon after I started the account I noticed it was not backing up the files on my external hard drive so I contacted Carbonite via the phone. After nearly an hour on hold an agent answered my call and I let him remote into my PC. He made some tweaks and the external drive started to be backed up again. Over 1 week later the entire drive showed as finally being backed up by Carbonite. However, wait another week and again it is no longer backing up my external drive. I work late nights and do not have time to contact them via phone so I sent them an email. Weeks later no answer. I sent them another email. Weeks later and still no answer to either email. Please issue a complete refund to my account as Carbonite has never backed up my external hard drive for more than a week.

Thanks,
****

Desired Settlement: Full refund of paid price. The service they offered never worked.

Business Response: Hello Mr. *****,
Thank you for contacting us through the BBB. I see that one of our escalation team contacted you on 6/3/13 to discuss the issue with your external drive.  You opted for a refund which was processed yesterday.  We are sorry that Carbonite did not meet your online backup needs.

Sincerely,
******* ******
Solutions Team Specialist

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/28/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I experienced terrible customer serviced and lost files and was not treated with respect throughout multiple attempts to resolve technical issues with my online backup. I purchased carbonite in February or March of 2013. Shortly after this, my computer shorted out after a power surge. I froze my backup using my laptop and tried to restore my files onto my laptop. There was not enough room on my laptop for all of my files so I saved up to purchase a new hard drive for my desktop. When I last froze my backup (after I tried to download my backup onto my laptop and also on my original hard drive) there was something around 87 GIG of data on the frozen cloud backup. When I purchased the new hard drive and tried to restore my files I had to restart the process repeatedly for no reason that I could fathom (there was no interruption in my internet connection for all but one of these restarts). I tried repeatedly to call customer support but could not contact anyone during their business hours and could not stop my work to resolve this personal issue.After receiving a scripted email response that was not at all helpful I tried to contact carbonite to find out what was going on and receive assistance with restoring my files. I was treated in a condescending manner by a Tier 1 tech support rep (named "***********") and was told that I could not have had the 87 or so GIGs of data that Carbonite's own program told me that I had for months. I had photos and documents from over 10 years of my life on my computer and I trusted Carbonite to care take those memories.Instead of doing that, I was treated with disrespect by customer service and was left on hold for the better part of an hour.

Desired Settlement: I would like to have my files back. I would like an apology for being treated with disrespect and being given scripted responses to my questions and concerns. If Carbonite cannot retrieve my files then, yes, I would like my money back!

Business Response: Hello Mr. ******, Thank you for contacting us through the BBB. Carbonite strives to provide the best Customer Service possible to all our users and I apologize that you did not have a positive experience with one of our representatives. I see that you were able to speak with ***** and he was able to locate all of your restored files. He assisted with moving them to the correct locations on your hard drive. I am glad that ***** was able to turn your experience into a positive one and we appreciate you bringing this matter to our attention.  If you have any additional questions or need further assistance, please don't hesitate to call in or contact us via chat. For phone support, please call us at 877-222-5488 (617-587-1100 if calling from outside of the United States) between the hours of 8:30 am ET and 9:00 pm ET. For chat support, please click the following link: https://carbonite.service-now.com/carbonite/contact.do?method=chat.      

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.  

Consumer Response: I live in MST and I continue to find carbonates very limited customer support hours inconvenient at best and potentially impossible for me to receive support due to my work schedule. I hope that carbonate can find a way to expand these hours and train some of their cars and tech support staff in customer relations. 

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite charged an automatic renewal to an expired debit card that had belonged to my wife. I didn't know we even had an account with Carbonite but discovered it after checking our email account and finding the email thanking me for the $149 payment. When attempting to get the amount refunded immediately, I was told it would be 7 - 10 days before they even decided if they were going to refund the amount, so who knows when I might actually get the money. There was a great deal of jumping through hoops and time wasted before it was decided to pass along my refund request to the billing department. I was even asked to provide the last four digits of the card used, but since it's 1.) expired and 2.) belonged to my wife who is in hospice, it had been destroyed. Never did I imagine a company could charge an expired debit card. I'm on a fixed income and seeing $149 disappear from my account is quite a blow.

Desired Settlement: Immediate refund, not some date two weeks out. For those who aren't on Social Security for their sole source of income, they may not realize how much money $149 is. I can't afford to have that money gone from my account.

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB. I am sorry that your account was renewed automatically on 5/21/13. You had an active recurring billing on your subscription. Some credit cards do not use the expiration date as a verifier and therefore the payment did process. We have refunded your auto renew purchase in full on 5/22/13 and deactivated your recurring billing. I apologize that you were told it would take 7 to 10 days.

Sincerely,
******* ******* ******   
Solutions Team Specialist   
Carbonite, Inc. 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After I purchased carbonite they erase the wrong drive, my external hard drive with all my business clients, paperwork,reports forms photos, everything to run my business as a licensed private investigator in the state of California. They said they were sorry and that I would have to send my hard drive (they refused to pay shipping) They never asked me what drive I wanted to use they just did the process without telling me. I asked when will we start the mirror image process and they told me they already began. When I looked to the the hard drive I noticed it was the wrong drive and told them to stop immediately. I later spoke to a supervisor ******** *. Tier II Technical Support Supervisor who told me to send the drive to them for recovery. When I shipped it and they received it I asked how long will it take. they respond via email,"Your drive is currently at the mercy of the forensic programmers. The estimated turn around time they have given us is 1-2 months. I will check on the time being compensated for you as well". I advised them that this was unacceptable with no response from them. I spoke to several forensic investigators that said this shouldn't take more than a week. When I called to tell them this, I get"we are on top of it". When I asked to speak to a supervisor they tell me that they are working on it and they will get back to me, its going on 4 weeks! This is the case number *************. Please HELP!!!

Desired Settlement: I would like my drive repaired and returned ASAP and they should compensate me for at lest five years of free service for the inconvenience of not able to function 100% in my field of work. They screwed up they need to keep their customer happy (me).

Business Response: Hello Mr. *******,
Thank you for contacting us through the BBB. I see that you have been incontact with our Manager today and we are working to resolve your recoveryissue. We appreciate your patience and will be updating you as soon as we hearback from the recovery service. 

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/19/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite offers a remote storage computer back up service. I enrolled in this service on October 17, 2012 for the longest available term, three years, because I need a cloud based backup to ensure that all of my valuable personal files, including every photograph I have taken for the past ten years, would be secure and safe. These files are incredibly important to me and safeguarding their security is critical. The initial back up began on the same day as the subscription began. It has been running continuously since that time. The backup process reached about 80% complete at one point earlier in the year, but as I have moved files around or added files, it is now at about 62%. I have kept my computer on and running constantly during that entire time; I would normally shut it down every day to avoid the cost to continue to run, but this back up is important to me. Even with that the back up is not completing and, at this point it is clear, will never complete. I have contacted the technical support at the company on a few occasions and have read the online support documents. I have been told that the upload is proceeding normally from what they can see on their end and that there is nothing that they can do. They suggested that I remove less critical files from the backup and that that would speed the initial backup process. I really do not want to exclude files; I do not feel like I should have to provide so much personal intervention to try to make this work. I will have to continually manage the backup set . But, this is important to me and I did want to give the service the opportunity to be successful. I removed nearly everything from the backup that was not already completed. The progress monitor moved from 62% to 96% with 12 files remaining; I have made no changes to the backup set since and, 15 hours later it still shows 95% complete. I read online that the company does treat users with a lot of data, like me, differently from others and allow backup speeds that are only about 10% of the small backup customers. I find that reprehensible, if they can't handle my backup they never should have accepted my subscription to do so. I have reduced my back up set to the level that, according to the online documentation, should allow for the high backup speeds, but, as noted above, it is still not even progressing. This service is supposed to allow for me to have peace of mind that my data is safe. I have spent $139 and six months of constantly running my computer and have no peace of mind and no value whatsoever for the money that I paid.

Desired Settlement: This service is advertised fraudulently and the committed service has not been delivered. I am asking that the service for which I have paid be provided, that is a complete backup completed in reasonable amount of time, or a full refund. Again, I have received no value for the money that I have paid.

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB.  I'm sorry to hear that youfeel you were misled in any way. We go to great lengths to provide our customers with enough up-front informationto make an informed decision about using and purchasing our product as well asour free 15 day, no obligation trial.

Our bandwidth allocation policy forcustomers with very large amounts of data is stated in the following KnowledgeBase article available through the public support section of our website - http://carbonite.custhelp.com/app/answers/detail/a_id/1440/partner/carbonite.  After you reach 200GB, your upload is throttled.Every backup provider has some limitations on bandwidth – nobody has truly unlimitedbandwidth. Anyone who tells you they don’t have throttling simply means thatthey don’t allocate their bandwidth with a policy.

The problem with not havingan intelligent bandwidth allocation policy, or “throttling,” is that one userwith a huge amount of data and an extremely fast Internet connection can takeup all your bandwidth capacity leaving the rest of your customers with a verypoor experience. That’s why your Internet provider, for example, limits yourbandwidth.

Our bandwidth allocation technology is designed to dynamically regulatebandwidth across millions of users and there is no way to carve out individualusers with our consumer product. After the 200GB threshold, you will be able toupload up to 1GB per day. We will contact you through our Customer Support with further information.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc. 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite claims unlimited backup, however they do not disclose the fact that they severely throttle your backup bandwidth once you pass 200GB. After four months of being unable to complete my initial backup, I requested a refund because the product did not perform as promised. I was denied.

Desired Settlement: A full refund for the service, as I'd never been able to use any of the backup service because my backup never completed.

Business Response: Hello Mr. ****,
Thank you for contacting us through the BBB.  I'm sorry to hear that your initial backup had not completed. We go to great lengths to provide ourcustomers with enough up-front information to make an informed decision about using and purchasing our product as well as our free 15 day, no obligation trial. Our bandwidth allocation policy forcustomers with very large amounts of data is stated in the following Knowledge Base article available through the public support section of our website - http://carbonite.custhelp.com/app/answers/detail/a_id/1440/partner/carbonite.

After you reach 200GB, your upload is throttled.Our bandwidth allocation technology is designed to dynamically regulate bandwidth across millions of users and there is no way to carve out individual users with our consumer product. After the 200GB threshold, you will be able toupload up to 1GB per day. We have contacted you through our Customer Support with further information and apologize that Carbonite cannot meet your online backup needs.

Sincerely,
******* ******
Solutions Team SpecialistCarbonite, Inc.

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

4/6/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Renewed with authorization. Charged without authorization

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB. I am sorry that your account wasrenewed automatically on 3/25/13. You had an active recurring billing on your subscription. We have refunded your auto renew purchasein full and deactivated your recurring billing.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/1/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonite refuses to provide a pro-rated refund on a three year subscription of their back-up services.

Desired Settlement: Receive a pro-rated refund.

Business Response: Hello Mr. *********,
Thank you for contacting us through the BBB. I see that you had contacted us to cancel your account. We have responded  to your issue through our support center this afternoon and await your reply. We want to resolve your issue and feel it is best done through our support center. 

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.










BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A year ago I called Carbonite to cancel my subscription. I was told it was cancelled. Then they billed my credit card 4 months later for another year. I had already stopped using the service in 2011. I did not even have the computer anymore. Since my husband checks our cc bills, he did not notice the billing until now. I just want a refund and they won't give it.

Desired Settlement: Refund my last billing of $59.

Business Response: Hello Ms. ***********,
Thank you for contacting us through the BBB. I am sorry that your account was renewed automatically on 7/27/12. You had an active recurring billing on yoursubscription. We did contact you on 3/6/12 to verify the refund request but we did not hear back from you. We have refunded your auto renew purchase in full and deactivatedyour recurring billing.

Sincerely,
******* ******
Solutions Team SpecialistCarbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My husband purchased their services about 2 years ago. We did not like it since it bogged down our computer. He cancelled the program. Then, today I get an e-mail thanking me for my order with a with a invoice number #******* dated 2/23/2013. They billed ****** ****** on our Visa card. We DID NOT order their product.

Desired Settlement: I want their order cancelled!

Business Response: Hello Ms. ******,
Thank you for contacting us through the BBB. I am sorry that your account was renewed automatically. You had an active recurring billing on your subscription. We have refunded your recent purchase in full and deactivated your recurring billing.

Sincerely,
******* ******
Solutions Team Specialist
Carbonite, Inc.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/16/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite claimed that all of my computer files would be backed up and be available to be restored if my computer should fail. When my computer crashed on 10-01-12, I attempted to restore my files. None of my music files were preserved, but even worse, my family videos, including precious, irreplaceable videos of my deceased mother and of my grandson's birthday and other activities were lost forever. Carbonite initially had given the excuse that they don't routinely preserve videos unless the customer indicates that these files should be backed up (which I did). Next, Carbonite said that they do not have enough memory in their system to preserve videos (thus indicating false advertising in which they claim to back up and preserve "unlimited files for 30 days" to be available for restoration, if needed). The purpose of Carbonite is to back up, preserve, and restore data, photographs, and videos. If Carbonite does not fulfill its advertised obligations, it is deceptively taking money from customers, and adversely impacting important files, photographs, and videos that were irreplaceable, and that neither I, nor my family, will ever see again. Even the Carbonite representative told me, "Most people don't preserve their videos this way." (!)

Desired Settlement: I would like Carbonite to retrieve my files that they supposedly preserved for 30 days and restore my important, precious, irreplaceable family videos.

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB. I apologize for the late response.  I see that you had spoken to our technician on 10/8/12 regarding the video files that were not restored toyour computer. Carbonite does not backup video files by default. They would need to be selected manually. We do mention this during our installationprocess and it is included in the welcome email specifically calling out the need to select video files manually. I am sorry that your videos were notrecoverable. I do see that your backup is current as of today and as a courtesy, I have added 3 months to your account.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/11/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ABOUT ONE MONTH AGO, I NOTICED 2 CHARGES ON MY CREDIT CARD FOR $399.95 EACH. I CONTACTED MY CREDIT CARD COMPANY AND THEY REMOVED THE CHARGES AND ISSUED A NEW CARD WITH A DIFFERENT NUMBER. I TRIED TTO CONTACT CARBONITE BY PHONE AND COULD NOT GET A REAL PERSON TO TALK TO. I HAVE NOT HEARD FROM THEM ACKNOWLEDGING THEIR MISTAKE SINCE THAT TIME.

Desired Settlement: ALL I WANT IS FOR THEM TO ADMIT THEIR MISTAKE AND INVESTIGATE WITHIN THEIR COMPANY TO DETERMINE WHO COMMITED THIA ACTION. WEITHER THEY TAKE LEGAL ACTION IS UP TO THEM.

Business Response: Hello Mr. *******,
Thank you for contacting us through the BBB. I apologize that you were the victim of credit card fraud and that you had issues reaching us. Carbonitetakes this very seriously and I see that one of the charges was refunded back to your credit card and the other was disputed through your credit cardcompany. We see that the hackers were able to use your credit card to purchase two subscriptions to Carbonite. These subscriptions were not attached to anycomputers and the two accounts have been closed out.

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

2/6/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: MAKE SURE YOUR READ THE FINE PRINT. Carbonite advertises and promotes "unlimited" backup. Which, is true, KINDA. Until you have a computer(s) whose data your wanting to backup exceeds 200GB. Oh yes, Carbonite will back up all your data exceeding 200GB, but (insert legal, small print BS here) at a rate of 1GB or LESS per 24hr period. Yeah, so for me that meant leaving my *** on 24/7 for at least 100+ days straight. For your average home use 200GB of backup for 59 bucks a year is just dandy. But for for serious geeks, its a joke. So if your a Power User, this is one of those times when the line, if it seems to good to be true, it really is....

Desired Settlement: Refund and for Carbonite to more clearly and henestly represent their product and what that includes and DOESNT include...if the products "unlimited" then you should have the same result if you are trying to back up 199GB or 527GB....its no longer the same product if the rules chenage DRAMATICALLY when the customer reaches 200GB.

Business Response: Hello Mr. ********,
Thank you for contacting us through the BBB.  I'm sorry to hear that you feel you were misled in any way. We state very clearly what customers can expect with regard to backup speedsfor uploading your data during your initial backup.  We also offer a free, no obligation 15 day trial to try before you purchase. Customers with backup sets the size of yours make up a small percentage of our customer base, andconsequently are not representative of a normal user profile, which is what our service is geared towards.  Carbonite offers unlimited storage space. Ourbandwidth allocation policy for customers with very large amounts of data is stated in the following Knowledge Base article available through the publicsupport section of our website  - http://carbonite.custhelp.com/app/answers/detail/a_id/1440/partner/carbonite.  I see that you were issued a full refund on 1/21/13 as Carbonite could not meet your online backup needs. Sincerely,****** ****** Vice President of Support Operations

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/21/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My computer was taken to shop several weeks ago . want to loadup programs caronite has for backup . The problem I went to site to back it up couldn't get in . I called thier support last week gave the lady info she told me it would be about 10 mins. I went to work came in that night to load up carbinite backup all I got was a survey.

Desired Settlement: I want my backup programs restored to my computer . Thier site doesn't work even if you have problems with password it dosn't work.

Business Response: Hello Mr. ******,
Thank you for contacting us through the BBB. I apologize that we have not resolved your password issue. I see that our technician had sent a password reset on 12/26/12. We have sent another password reset today to your registered email address. It is good for 24 hours. If you are still having issues, please respond to the reset email directly and we will assist. 

Sincerely,
***
*** ******
Vice President of Customer Support



Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

they didn't send a password reset they send me a survey f I go on thier site it still won't let me reset password

 

 

Business Response: Hello Mr. ******,
I am sorry that you were still having issues with the password reset. I have looked at your account and see that you did successfully log in on 1/9/13 and transferred your subscription to a new computer. Your backup is progressing as of today. Please let us know if you need further assistance.

Sincerely,
***
*** ******
Vice President of Customer Support



BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Carbonite backup service is unable to provide backup solutions for my setup since my switch to a *** computer. I'm looking to backup my data on an external hard drive which is currently possible on my plan using a Windows PC (I'm on the HomePlus Plan). However, since switching to *** I've been unable to complete a backup because my plan is not supported for ***. Carbonite has suggested downgrading my account to a plan which does support ***, but that plan does not support the backing up of external drives. Given no other option, I'm having to move to another service and I'd like the unused portion of the plan refunded.

Desired Settlement: Refund of the 9 months remaining on the contract which will not be used

Business Response: Hello *****,
Thank you for contacting us through the BBB. I see that we have resolved your issue through our support center this morning. I'm sorry that Carbonite can no longer meet your online backup needs. 

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid Carbonite to back up sensitive patient data for my practice. Carbonite seems to lose the data that is backed up. It has been three weeks and hours of waiting for phone calls to help fix the problem. The data backup is mission critical to my practice. I have lost trust in this company as it seems to be unable to carry through the most basic element of their business. The initial customer service attempted to cover up the issue insisting that there was no problem. I was very insistent and got "escalated." Escalation department has acknowledged there is a problem not been able to fix the issue. Getting access to Customer Service involves much waiting.

Desired Settlement: I should cut my losses short (time is of essence). I think I am owed the full refund. I am looking into another company so that I can be compliant with HIPPA requirements which is paramount to keeping my practice operational.

Business Response: Hello Mr. *****,
Thank you for contacting us through the BBB. I apologize that we have not resolved your issue in a timely manner. I see that our technician has scheduled a call for Thursday. He has worked with our developers for a resolution to your issue. Please let me know if you need addtional assistance after the call.

Sincerely,
***
*** ******
Vice President of Customer Support


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/20/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My credit card was charged for an additional year of service that I didn't want. I didn't fully realize this until I went to reconcile my credit card statement. When I called them to reverse the charge they said they wouldn't because it has been two weeks past 60 days even though I have not used their service during that time. I asked for a partial/pro-rated refund and they refused.

Desired Settlement: I would like a refund on these charges.

Business Response: Hello Ms. ****,

Thank you for contacting us through the BBB. I apologize that your issue was not resolved earlier and that your Carbonite account renewed automatically without your knowledge. I see that we issued you a refund for your one year subscription on 12/20/12.

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

I only wish they had taken care of this issue when I contacted them instead of making me resort to a complaint with you in order to acheive the desired result.  My experience with them concerning this matter has convinced me to never use or recommend them again as I have done both in the past.

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/18/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I attempted to change my contract by going to their computer site. I checked their FAQ's, no luck. I tried the support dept. as it seemed to be the closest thing I could find to customer support. It sent me someplace else, etc. Finally their page stated something to the effect-if your question still hasn't been answered go to _________ and it gave a link--which took me to a Google site (I think) that seemed to want me to sign up with INBOX. Nothing there about Carbonite. I'm not requesting a refund and it seems to me that my request is reasonable and within my rights.

Desired Settlement: I want Carbonite to stay away from my files and cancel my contract which is paid up until sometime in May. I DO NOT want a refund or rebate, I just want out. If some files are in their hands at the time of cancellation I want them returned to me in an orderly manner with no corruption or deletions.

Business Response: Hello Ms. **********,
Thank you for contacting us through the BBB. I apologize for the late response. I see that we did reply to your request on 10/17/12 and per your request have closed out your account.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My account was somehow uninstalled from my computer in Jan 2012 and I was not informed by Carbonite yet they continued to charge me for their service. That is 10 months of service I was charged for but did not recieve. When I contacted them I was told they could give me two free months with my renewal. I chose not to renew.

Desired Settlement: Just wanting to make sure people know of these bad business practices.

Business Response: Hello Mr. *******,
Thank you for contacting us through the BBB.  I have looked at your account and see that your last backup was 1/16/12.  Although you were not backing up during that time, Carbonite did have your 8GB of backed up data on our servers. Your account did not renew in 2012 and as a courtesy, I have extended your subscription for two months until 1/30/2013 to give you time to recover your files or reinstall and continue the backup.  

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/12/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up with this company in good faith for it's services. Never once was I told that if I did not need or no longer wanted to keep the services I paid for I could not cancel it and receive a pro-rated or full refund. I also am very upset that I allowed my contract to sit idle because of protest that I could not be refunded and then since I had paid for it I figured I should use the product until it expires. The last day of said use of backup services my computer being protected by said company listed in this complaint could not be contacted to allow access to my data still stored on it's servers. I went to chat and asked for the files that are and will be until deleted owned by me to be allowed in the 29 day grace period to be downloaded and or allowed to be accessed by me since the problem of the final day of service. I was denied this request as it was a stated part of their policy which again I had not seen or been told about. This company is holding my data, files, etc hostage for 29 more days of the filing of this report and will then delete said files from their servers. Denying the rightful owner of files to get and retrieve files for movement to another service for said services.

Desired Settlement: I would like to have my files placed someplace I can remove them from said servers before the day of deletion. I would like to have a refund on my credit card for the service I originally wanted to end. I want to have any and all information personal or public using my name and likeness removed from their servers at the soonest date possible. I believe that this company misleads it's customers and misleads it without informing it polices that it has over it's consumers.

Business Response:

Hello Mr. *******,


Thank you for contacting us through the BBB.  I have looked at your account and see that your backup was current up until 11/12/12 at which time your subscription expired. As a courtesy, I have extended your subscription until 1/13/2013 to give you time to recover your files. We will keep your files for 30 days after the expiration date. If you would like them deleted sooner, please contact our customer support at http://carbonite.custhelp.com/app/ask/contact_method/email/partner/carbonite .

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I feel that this does not go far enough for me. Yes I like the solution but I feel more is needed. I feel that if my complaints and customer wishes in the first place things would be better. I had asked for a refund and never received it. I asked for my account to be closed, never had it. I asked for all the above when the problem first happened but I was told that this company does not do such things. Until I receive a refund or partial refund of some type fitting my requests, I will not approve this case.

Business Response: Hello Mr. *******,
Thank you for the updated information regarding your case. I see that you contacted us through chat on 11/14/12 which was one day after your paid subscription expired. Carbonite does keep your expired subscription on our servers for a 30 days grace period so that if you change your mind, you can re-subscribe, gianing all functionality, without losing your backed up data. You stated that your computer had crashed on the last day of your subscription. You had thirty days to resubscribe and restore your data. As a courtesy we extended your subscription until 1/13/2013 free of charge.

Sincerely,
***
*** ******
Vice President of Customer Support


Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

I am still rejecting this answer. I contacted Carbonite well before the stated dates. I also asked to have a partial repayment of my account. I also  stated several times to your support people that I had wanted to get a refund for my services. I also stated several times that I asked for access to my files since my computer had crashed. but by the time I got the PC back and running my subscription was closed. The way this company is acting is that it does not want to be a good member of a good member of business and keep customers or former customers who might come back in time happy. They would rather just delete your access and delete you files with out you having a chance to get at them. I have contacted other companies who do the same type of business as Carbonite and they give you a 5 day grace period to get your files. With out having to pay for that access at any time. They are also willing to work their customers to keep them happy. So far Carbonite has not made any attempt to restore the partnership that once was working. I am consulting legal council at this time to finalize this if a good resolution can be achieved.  I am hoping that Carbonite with it's millions of customers and also it's millions of income could simply honor my request to refund my subscription and move on. But rather they want to hang onto my files for 30 days and want to hang onto the funds that I asked less than 30 days of paying to return. Showing that it is simply unwilling to work with customers and the BBB to make things better.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/10/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Carbonite's Computer Backup Service in April of this year. On 10/03/12 for some reason my computer stopped working and I had to reformat the hard drive and reinstall the operating system. When I finally had the computer up and running I went to Carbonite.com to "Restore" my files and folders. The download first said that there were some 28,000 files to be downloaded....after downloading only about 7,000 the download stopped. I was never able to find files and folder, so I called Carbonite for technical assistance. The technician could not find my files either....and she started another download using a different process...one that she knew how to do. After all night of downloading...the same thing occurred as before. I had to again reformat the hard drive and reload the operating system. I called carbonite again...who more or less told me that they would not refund my $59.00. I told them that there company did not provide the service that they advertised. They wanted to try to download the files again. An, again I told them that, they advertise that all a person has to do is click on a button that says "RESTORE". They do not advertise that a customer has to call them multiple times and have technicians perform the download.....which also did not work. The whole reason I went to Carbonite was to have the protection of their backup of my files, yet when I needed them the most, their product did not work.

Desired Settlement: Since their product did not function the way they advertise it to function, I am requesting a full refund of $59.00.

Business Response:

Hello Mr.******,


Thank you for contacting us through the BBB. I apologize for the late response. I see that you did speak to Wesley on 10/5/12 and he began the restore to your desktop. He had advised you to call back once the restore was completed. I do see that your backup is current as of today.  Please let me know if you need further assistance and I can have a technician contact you.



Sincerely,


***

*** ******
Vice President of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

******* ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am having trouble with the restore feature of Carbonite. I have tried to call tech support but each time I am put on a long queue then disconnected. I complained about this problem with supervisor ****** *. but could only suggest that I be put back into tech support queue.

Desired Settlement: Since every attempt to contact Carbonite tech support has failed, I request that Carbonite provide a different phone contact for me that bypasses the never ending tech support queue.

Business Response:

Hello Mr. ***,
Thank you for contacting us through the BBB. I apologize that your issue was not resolved in a timely manner. I see that your restore has completed and you are currently backing up.  You were able to speak to our technician on 10/28/12 for assistance with the restore and I'm sorry for the longer than usual wait times.  I have added a month to your subsription as a courtesy.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've contacted Carbonite a few times complaining about how slow their speed is and was told previously it would be addressed, but it has not been. The speed is far too slow to back up my data in a timely manner. I risk losing data. I've been beyond patient.

Desired Settlement: I would like to be refunded for all unused services.

Business Response:

Hello Mr. *****,
Thank you for contacting us through the BBB. I apologize that your issue was not resolved in a timely manner and that Carbonite did not meet your online backup needs. . I see that we issued you a pro-rated refund for your three year subscription on 10/29/12.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been paying carbonite to back up my personal files on my home pc. Several weeks ago my old computer failed and had to be replaced. After I installed the carbonite product on my new pc and proceeded to restore my files all of the folders were empty. After talking with several techs and being escalated to the highest tier of support I was told there was nothing they could do for me. They are making the claim that the files were in an "un-selectable" location when in fact the files were on the root of the C drive. ( In reality all files are stored there) I have restored files with their service in the past from those locations so I have trouble believing that what they're saying is true. I called back and asked to speak with a supervisor to get a refund and was told my situation does not warrant a refund. Now I have lost all my personal files, pictures, tax returns and have no way of getting them back. I feel that I should at least be given a refund since they didn't provide me what they promised. Here's their reply to me via email... Customer By Phone (Entered by **** *. - ********, ME) 11/07/2012 10:52 AM Hello and thank you for contacting Carbonite Customer Support. I am very sorry that your data has been lost. The data that you are missing was not backed up because it was not in selectable location to be backed up on Carbonite. We are unable to honor your refund request as you currently fall outside of our policy guidelines. For more details please review our refund policy by clicking on the link below: Refunds: http://carbonite.custhelp.com/app/answers/detail/a_id/**** I suggested that you take the old hard drive to someone who might be able to retrieve the data from that drive.

Desired Settlement: i would like my subscription refunded.

Business Response:

Hello Mr. ******,
Thank you for contacting us through the BBB. I apologize that your issue was not resolved in a timely manner. I see that **** has responded to your issue through our Customer service center Reference Number *************.He has explained that any files saved firectly on the C:/drive would need to be selected manually since these fall outside of our default location. This explains why the files were not available for restore. Please let us know if you need additional assistance.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/2/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I am very disappointed with the Carbonite Storage product and will try to get my money back. There is nowhere in literature or even in the program which says that Carbonite won't back up applications. In fact, the implication is just the opposite. The implication is that one's computer could be restored if there is a problem. This isn't true if the applications are lost. The phone rep suggested that I should back up my applications to a external hard drive and keep the original installation disks. What she doesn't seem to understand is that installation disks are usually out of date when they come with the package. As I have had to do this before, I know that updating applications individually is very time consuming and it's not something that one can walk away from during the installation. Also many programs are downloaded from the internet. It takes a tremendous amount of time to find and re-download programs individually. Also, I have close to 100 programs. Remembering what they all are is a major job in itself. As to backing up to a hard drive, I have already done that. Being able to backup all this information in an easily accessible off-site location was the whole point of my buying the program in the first place. I was told after a long discussion with the phone rep that backing up to the cloud would be a copy write infringement. If this is the case, why is it possible to copy a hard drive to an external? When I asked this question of the rep she told me that copying to an external backs up the whole hard drive but that Carbonite does not back up the hard drive. This, in my opinion is gross misinformation in advertising and product information. I would not have found this out if I had not called to ask if it was alright to turn the computer off any time in the 45 days I was told it would take to back up the files. In the process of this discussion, I was told that, even though it is an option in the menu to back up the applications, it would not work. I was never able to talk with a tech who could explain why that was. If Carbonite can't fulfill this service that should be explained BEFORE the purchase is made not in the middle of using the product. Again, my complaint is that the product says it will back up a computer so that it can be restored if necessary. If the programs can't be backed up then they can't be restored and the files will have nothing to open them, thereby making them unusable. This makes their claims for their product totally untrue.

Desired Settlement: For the short term change the advertising. For the long term provide the service that they advertise - back up a computer to the cloud so that it can, in fact, restored if something happened to the computer.

Business Response:

Hello Ms. ******,
Thank you for contacting us through the BBB. I apologize that you were not aware that Carbonite does not back up programs or system files. Carbonite goes to great lengths to inform our users exactly what the program backs up. We have an extensive list of Frequently Asked questions and we offer a free, no obligation, 15 day trial. Please see our FAQ, File Types Carbonite Backs up at http://carbonite.custhelp.com/app/answers/detail/a_id/1381/partner/carbonite . If you feel that Carbonite will not meet your online backup needs, Staples will issue you a full refund for your purchase.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/11/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered and paid via Master Card for 2 computers in my home to be backed-up via Carbonite; they gave me a discount for the 2nd one, in fact. On the 2nd computer the service did not start until I ran it again. Then, it was indicated as a Trial service and I had to pay within 30-days but I had paid for it, in advance. I telephoned the company 7 times, was on "hold" never under 19 minutes with no one answering my calls. I have sent my receipts in via email as Reply to them to prove I have both computers' coverage paid for, and requested an "Immediate Response" without 1 response in this past week. I now emailed them I would file with the BBB; still no response. I don't think that company even exists. I am blind and this is very hard for me. My Commission for the Blind trainer has helped me, and he's shocked at this lack of service and response.

Desired Settlement: I want this company removed from my computer, and my Credit Card refuned for both transactions. Also, the BBB must lower their rating on this company no matter what Carbonite paid in membership dues!

Business Response:

Hello Ms. ********,

Thank you for contacting us through the BBB. I apologize that your issue
was not resolved in a timely manner. I see that we have responded to your
issue through our Customer service center Reference Number *************. Please let us know if you need additional assistance.


Sincerely,


***



*** ******

Vice President of Customer Support

Consumer Response:

 I have not received any calls from Carbonite's customer service. They are not serving their consumers and don't answer their phones other than put us on "hold."

 

Business Response: Hello Ms. ********,

Thank you for your response. We have now left two phone messages at the number that you listed in your BBB complaint. We do want to assist you. Please let us know the correct number to reach you.

Sincerely,

*** ******
VP of Customer Service

Consumer Response:

Needless to say, I was not home but at the doctor's office; however, I was here all morning. Also, the person who took the order for my 2nd computer told me she found an email address and told me to put the order under a different email address which I did; therefore, confusion began. 


I did call back, but again was put on hold today! If someone leaves me a message and the return call will be dumped into a voice mail with options they should leave their extension number since there are no humans answering their telephones. I'm not the first one going through this with this company; my doctor have the same angst.

Nothing excuses this company with millions of consumers from not answering their telephone.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I bought Carbonite for my computers at home and every two or three days I would have to re-load the Carbonite softwere as it would not work in my computers longer then that amt of time - After many times of this happening and none of my computers getting backed up I requested a refund in full as the softwere did not perform as promised

Desired Settlement: I paid for a year of service for five computers so I would request a refund in the amount i paid for these svcs that were never rendered

Business Response: Hello Mr. ******, 

Thank you for contacting us through the BBB. I apologize that Carbonite has not met your online backup needs. We were able to locate two accounts. Each of these accounts has one computer with a three year subscription. You stated that you had 5 computers backed up with Carbonite. You paid $129.95 for each of these subscriptions. We have sent you a note through our support center. Please reply to that message and let us know if we can schedule an appointment to get your backups current and to locate the other accounts you may have with Carbonite.

Sincerely,
***
*** ******
Vice President of Support Services

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

9/25/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: My wife and I had heard a lot about Carbonite through the on-line community and friends that my wife has doing digital scrapbooking. After some brief searching and after hearing endorsements from **** ******** we decided to get the free trial. We started with the Home package which just covered our laptop with a 320GB hard drive. The back-up had not finished before the trial was over but it seemed like a good idea to ensure all our data would be backed up so on 2/15/11 we purchased the year subscription for $54.95.

As the first year was coming to an end we were also in the market to purchase a new laptop. I called to verify we could transfer the subscription and when I was told we could do it we purchased the laptop and renewed our subscription on 4/15/12. After our purchase we started the restore process. On 4/18/12 we had decided to add an external hard drive and paid an additional $40.48 for that service. Our external hard drive was a ******* ******* *** portable hard drive. I asked how long it would take to back it up telling the representative we had approximately 700GB of data on it. The representative was told that the data consisted of PNG, PSD, and JPG files. I was told with that much data that it could take several weeks to be backed up. It seemed like an easy process to start backing up the external hard drive.

During the restore process for the new laptop we had several problems that required me to call support three or four times. Each time I had to be transferred to technical support so they could remote in to my laptop to try to fix the problems. Again I was also told by technical support that with this amount of data it would take several weeks to back up. Each time the problems seemed to be fixed. The laptop was always on and the external hard drive always connected to continue the back up.

On 8/13/12 we discovered that our external hard drive would not read on the laptop, was corrupted, and the data appeared to be lost. I didn’t worry since Carbonite had been backing it up for over four months so surely all our data would be there to restore to a new external hard drive. When we looked at the folders we were led to believe the folder and its content are backed up because they had a green light next to them. I went in to the back up on the user interface and was shocked to see very little data appeared to be in the back up of my external hard drive. Fortunately I had a friend with some advanced computer programs and all my data was recovered from the corrupted external hard drive.

Because of my growing disappointment with the service I called on 8/30/12 to cancel and request a refund since I was paying for my data to be backed up and very little had been backed up in 4 months! My call was answered by *******. I explained to him my problem and how very little of the data had been backed up in the four months since adding the external hard drive. He explained that there is a no refund policy. He said that they do make exceptions within 60 days if you aren’t satisfied then you can get a refund but they figure after 60 days you have had enough time to know if you like it or not. I said he could then still do a refund now if they could do one at 60 days. My response is you’re not going to know if you like Carbonite or not until you have a hard drive failure and need to restore the data only to find out it won’t all be there. ******* offered to reduce my subscription to the basic eliminating the external hard drive and extending the length of time the laptop is covered. I asked to speak to their supervisor and was put on hold. ******* came back on the line and explained to me that if you have over 200GB of data then they throttle you back to a backup speed of 1GB a day and I agreed to that when I signed up. I then really voiced my frustration saying that it would take 2 years to back up the 740GB of data currently on my external hard drive and that’s not to mention adding any other data in the next two years. I told him what a waste of money that was and would have never added the external hard drive if I would have known of this back up speed. He apologized for me not being told that when I added the external hard drive. He again said I agreed to that in Carbonite’s policy when I signed up.

I asked about the supervisor again and he said the supervisor would not tell me anything different than what he already told me. I said “So the supervisor is refusing to speak to me?” ******* said “No, she is standing right next to me but like I said, she won’t tell you anything different than what I have already told you.” ******* told me the only other option was to gift my remaining subscription to someone else. I told him my reluctance to do that option considering my disappointment with the product. I told ******* I felt like my money was stolen and I would be calling the Better Business Bureau. His only response was that if I felt like I needed to call the Better Business Bureau then that’s what I should do. I have since searched Carbonite’s website and have found nothing saying the download speed if you have over 200GB would be throttled back to 1GB a day prior to signing up. It’s advertised that there is no limit on the amount of data you can get backed up. I don’t know of any computer, portable hard drive, or external hard drive that are less than 200GB.

Desired Settlement: Since I didn't get the service I paid for, I just want a refund of the subscription for my computers hard drive as well as the external hard drive.

Business Response: Hello Mr. ********,

Thank you for contacting us through the BBB.  I'm sorry to hear that you feel you were misled in any way.

We state very clearly what customers can expect with regard to backup speeds for uploading your data during your initial backup.  Customers with backup sets the size of yours make up less than 2% of our customer base, and consequently
are not representative of a normal user profile, which is what our service is geared towards.  Carbonite offers unlimited storage space. Our bandwidth allocation policy for customers with very large amounts of data is stated in the following Knowledge Base article available through the public support section of our website  - http://carbonite.custhelp.com/app/answers/detail/a_id/1440/partner/carbonite.  
 
I have authorized a refund of your subscription price from April and the cost of the upgrade to HomePlus.  

Sincerely,
***
*** ******
Vice President of Support Operations

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

9/3/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased the service a month ago and included with my Plan was mirror image backups of my hard drive. This service is not working on my computer and no tech person has been able to resolve the issue and Carbonite is refusing to refund me my money.

Desired Settlement: I expect a full refund of my service, since they cannot fix the issue.

Business Response: Dear Mr. *********,

Thank you for contacting us through the BBB. I see that you were able to install our latest update for Mirror Image on 8/7/12 and this fixed the issues that you were experiencing. Please let us know if you have any further questions. We can
be reached at http://carbonite.custhelp.com/app/ask/partner/carbonite.

Sincerely,
***
*** ******
Vice President of Customer Support




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/19/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: My hard drive failed, when start the restore process using Carbonite, Carbonite restore all the folders but not files. When I contact Customer Support they told that their product was not preforming as advertised, and had not backed up my computer. I received no notice, and from the surface their software indicated that all was good. The respond from Customer Services is "we are sorry that you lost all your information" we can give you a credit for two years. I expressed my dissatisfaction with their service. The asked me to send the old hard drive to try to restore the files. I did and they returned it to me, saying "we are unable to restore your files, you should use other methods to restore your files" SO I did, I use a company ******** the recover all my files for US$700,oo. Now I'm asking Carbonite to pay this bill but they send me an email. "We will no refund you for this procedure". When i asked to escalate this ticket I received an email saying "The topic of reimbursement is out of my hands. I’ve provided the email address for our legal department, which again is Legal@carbonite.com, and copied them in on my correspondence." Sent 5 emails to legal and no answer. ******** is calling me everyday because they have my data, my old hard drive. And of course at this moment I owe 700 dollars, lost all my data.

Desired Settlement: 1.- Carbonite pay Gillware Inc for the service performed. (Incident: ************* - ************ option #2) 2.- An apology.

Business Response: Hello Ms. ******,

First, my apologies for the delay in responding to your complaint. I am also sorry that you’ve had difficulty using our product and communicating with us.

Carbonite does not reimburse customers for data recovery efforts they may undertake on their own with an outside service. Any suggestion you received from my staff to do so was at your own cost, not an authorization to do so and have us pick up the bill. I’m sorry if you misunderstood that when the rep you were dealing with explained your remaining options after expending all of ours. Only you can determine if the value of the data you lost equals or exceeds the price that the service you employed wants to charge you for the recovery of it.

There has been considerable time and effort expended on your case, first by our support and engineering groups in trying to help you restore your backup data from our servers, then in the aftermath while trying to piece together what happened with your backup when you found data was missing, and now in gathering all the facts of this case for this response. All indications are that Carbonite worked as designed, and that the actions taken by a Mr. ********* on your behalf prior to restoring your backed up data, materially contributed to the state your backup was left in at the time of the restore attempt.

Carbonite performs a specific function, backing up and restoring files and folders, and does so reliably and seamlessly in the vast majority of cases. When other system recovery methods are used prior to restoring data from your Carbonite backup, it is possible to bypass the myriad safeguards we build into the product to prevent the unintentional purging of data from your backup. Technically savvy customers who use these methods would generally take precautions to ensure no damage was done to an online backup of your data before attempting them. We have no way of stopping or even warning them to be careful at that point. While not conclusive, every indication we have at our end is that these simple precautionary steps were not taken by Mr. ********* in your case.

Again, I’m sorry for your difficulties, but the refund of the subscription price you paid for Carbonite is the only recourse we are offering.

Sincerely,
***
*** ******
VP, Support Operations 

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

Mr. *****,
I want to let you know that Mr. ********* doesn't work for me. He is my husband.

I understand all your explanation but my husband didn't o anything wrong.  Follow this idea:  We have Carbonite installed on our computer, status is showing system working fine. (GREEN Light), then our hard drive failed.  We bought a new hard drive, then we installed windows, then we installed Carbonite, then following the automatic process we started the restore. Carbonite restored ALL the folders NO files, message on the screen RESTORE completed.  Now we called Carbonite and the answer is "Sorry, you lost all your files".  

Again, this is not about money, is the way that customer services responded to our problem.  We LOST years of memories, tax information. And the answer from carbonite is "SORRY you LOST your information"  and NOW Mr. ********* did something wrong.  

It is not that difficult to accept that your system failed, (an error on your software). I can accept that.  ******* is a company dedicated to recover information from hard drive and devices. I'm not asking for a prize or a gift. I  believe is resonable to ask Carbonite (company that we paid to backup our information) to pay ******* direct for their services.  I'm not asking for the hardware that ******* is charging me to put my information. I'm asking to Carbonite to pay
another company for their services. Services that Carbonite should provide knowing that your software failed, at the end what I want is my information backup.









 

Business Response: Hello Ms. ******,

Had the situation you described actually been what happened, it would not be necessary to have this exchange.  Carbonite would have worked exactly as it does for all customers who follow that course of action and restored your data. 

What actually happened in the “we installed windows” part of your description is that, by his own admission to my most senior reps, Mr. ********* restored an image of Windows that he’d copied from a previous date.  At that point the Carbonite backup reverted to the point in time of the image that was copied from the computer.  Any data not in your backup at the time the image snapshot was purged from the backup on our servers. When Carbonite was reinstalled on the computer and the restore was started, only the contents of the backup that was present at the time of the snapshot was available for restore.  The fact that all the folders showed up at all was as a result of trying to recover the purged data for you.
 
Again, I’m sorry that you had such difficulty with your system and using our product, and am thankful that you may be able to recover your precious memories and other data through another method, but we will not pay for that recovery.
 
Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a 3-yr contract for data backup on my *** in Summer 2010. There was a free trial period where everything worked perfectly well -- all my files backed up as they were supposed to. In Fall 2011, I upgraded to ***** latest operating system, and the Carbonite program would freeze during backup. I wrote multiple times to Carbonite, followed all of their suggestions (including reloading the software several times). Also, I spent at least an hour
or more with a phone consultation. Much of the problems were fixed by marking large number of files in a "do not backup" category. While this helped, the software still can not back up some pictures, and other simple files. The software is supposed to backup my data, not ignore certain data. i have been asking them for a refund for over 1/2 year, and my complaints were answered with a standard "you had a month free trial" reply. Now, they do not even answer my requests. I can not spend another 2 hours on the phone only to "trick" the Carbonite software into not backing up certain files. I do not think Carbonite has kept up with the *** software upgrades, although they told me this was not the issue.

Desired Settlement: Since I have not had the proper use of the program since October 2011, I would like a refund of my remaining year, plus a refund for the frustrating time since October 2011 when the software quit working.

Business Response: Hello Mr. ****,
Thank you for taking the time to contact the BBB. I see that we have responded to your requests through our support site but the issue has not be resolved. I had asked one of our Senior *** technicians to reach out to you on 7/31/12 via email
to personally assist with the backup. We have not heard back to date. Please let me know if we may contact you to further assist or if you have moved on to another backup solution. We want to make this right for you.

Sincerely,
*** *** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to Carbonite on November 25, 2010. I am subscribed until February 25, 2013. Backups have not been working for more than 4 months; my files were last backed up on February 26, 2012. On March 4, 2012, I contacted Carbonite Customer Care with the following message: "My backup is Disabled, and I can't enable it. When I open the *** System Preferences pane and navigate to the Carbonite tab, it says "Loading Carbonite..." and I get the rainbow wheel. This makes the whole System Preferences application Not Responding, and I have to force quit it. But I am unable to enable Carbonite backup." I was told to manually uninstall and reinstall Carbonite. I did this, but it did not resolve the issue in the slightest. I again contacted Carbonite Customer Care on March 19 with the following message but did not receive any new suggestions: "I tried to follow this directions and got up to the reinstall. 1) I uninstalled Carbonite and reset my computer. 2) I reinstalled Carbonite. 3) I went to System Preferences -> Carbonite. The top said "Loading Carbonite..." and I got the rainbow wheel. The System Preferences application was not responding. I could not go to the Backup tab and select the listed folders. Backup is Disabled and I can't change it. It has now been 3 weeks. This is the same problem I was having initially, so the uninstall and reinstall did not fix it." More recently, I contacted Carbonite Customer Suppert on July 26, 2012 to request a refund: "My backup has been overdue since March 2012. I have contacted Customer Support numerous times and at most have been told just to uninstall and reinstall. This has not stopped the problem; every time I open Carbonite it is Not Responding. Needless to say, I'd like to cancel my subscription and find a different service. I would like to receive a refund for what is left of my subscription, as well as the last 4 months in which I have had no service from Carbonite." However, the Carbonite representative claimed they had no record of my previous communications: "I apologize for the inconvenience ma'am, however I am not showing that you have contacted us about this issue previously. As stated in our refund policy, Carbonite will not offer a monetary refund unless our Technical Support Agents are unable to fix the issue. What I have done in the mean time is add two free months to your account. Please call us between 8:30am and 9:00pm est at 1 877 BACK IT UP and we will have a Technical Support Rep assist you right away to resolve this issue. I am very sorry that you have had this problem and also that if you have contacted us you were not sent to Technical Support for further assistance as you should have been right away. Once again, please contact us at your earliest convenience so we can have a Tech resolve the issue. As I stated before, if our Techs are unable to fix the issue, we can then discuss refund options with you. Have a good weekend. Please let us know if you need additional assistance. Sincerely, ****** *" I have no desire to repeat this process of contacting Carbonite and experiencing another failure to repair the problem. I do not want to continue using Carbonite; I just want to cancel my subscription and be refunded. I purchased my second 1-year subscription for $59 on November 11, 2011. As the backup was only successful for 3.5 months from that date, I'd like a refund for the remaining 8.5 months. This amounts to $41.79 (8.5/12 * 59).

Business Response: Hello *******,Thank you for contacting us through the BBB. I apologize that your issue was not resolved in a timely manner. I see that we have responded to your issuethrough our Customer service center Reference Number *************.Sincerely,***

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/31/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was told about Carbonite after a crash and signed up two computers for two years. When my contract was about to expire, I tried to contact Carbonite. I receive no response. I tried twice more before the contract would end, stating to Carbonite that I would not be continuing the service and wanted a hard drive back up of my files sent to me. I was told previously by a Carbonite service rep that Carbonite now offered that service. After the expiration date of the first computer, Carbonite contacted me and stated I would have to sign up again to get a copy of my files on a hard drive. They stated I could do the backup myself. I asked why they did not tell me this before my contract expired so I would not have to sign up again. No answer. So I signed up again to get my information on an external hard drive. But getting the information on an external hard drive is not possible. Carbonite finally told me this, when I could not figure out how to do it and contacted customer service to ask how. So now I have signed up for another year of Carbonite service; I DID NOT WANT; to get my information that Carbonite now says, after I signed up again, IS NOT POSSIBLE TO GET on an external hard drive. This is not fair nor right. My second computer is about to expire soon and I do not want to sign that computer up for another year as I did the first computer.

Desired Settlement: I would like for Carbonite to download my stored information on to a hard drive and send it to me. Both computers should fit on one hard drive. I would like this done and then Carbonite can cancel both my subscription services.

Business Response:

Hello Mr. *********,



Thank you for contacting us through the BBB. I apologize for the confusion with the Courier Service. I see that we have resolved your issue
through our Customer service center Reference Number *************.


Sincerely,


***


*** ******

Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/25/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite claims to provide unlimited data backup for files. Their claims are deceptive. The web site should more clearly specify the actual limitations of their service. Let me provide an analogy. If you go to a restaurant with "unlimited refills" on their soda, you expect to be able to get refills as desired. Would you call it "unlimited refills" if they told you that for the second soda, you only got 1 drop of soda per hour? That is effectively what Carbonite does. Carbonite severely restricts backup speeds above 200GB. My backup is no longer able to keep pace with the normal pace of file creation on my computer, even though have left my computer on 24/7 for 3 weeks to try to
get my recent family vacation photos to back up. I'm able to only backup about 1GB per day. Meanwhile, I've been testing another backup service and am backing up at a rate of 14GB per day. My recent family trip, where I took 60GB of photos will take over 2 months to back up. But, by that time, I'll have taken many more GBs of photos. Effectively, my files are not backed up because Carbonite has limits, contrary to what they tell unsuspecting new customers.

Desired Settlement: Preferences: 1) Eliminate bandwidth throttling - or 2) Stop deceptive advertising - or 3) Refund the unused portion of my subscription and cancel my account

Business Response:

Hello Mr. *****,

Thank you for contacting us through the BBB.  I'm sorry to hear that you feel you were misled in any way.   We state very clearly what customers can expect with regard to backup speeds for uploading your data during your initial backup.  Customers with backup sets the size of yours make up less than 2% of our customer base, and consequently are not representative of a normal user profile, which is what our service is geared towards.  Carbonite offers unlimited storage space. Our bandwidth allocation policy for customers with very large amounts of data is stated in the following Knowledge Base article available through the public support section of our website  -
****************************************************************************.  We have no way of knowing how much any customer will choose to back up using Carbonite, and frankly, neither do most of our customers.  I have authorized a pro-rated refund of your subscription price that you will receive by check. Please allow 10-14 business days for it to arrive.

Sincerely,
***
*** ******
Vice President of Customer Support 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/25/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid up front for a one year subscription in May 2012 to have Carbonite back up my files on my computer. I have been a customer for about 3 years. My computer crashed in mid June 2012 and it took multiple attempts in about 3-4 weeks time to try and repair my computer. During this time, Carbonite gave me 30 days to restore my files, without any notice or any warning to me. After the 30 days, EVERYTHING in my backup was deleted (200 GB of pictures/Videos)...I had nothing left from my 3 yrs of Carbonite back-up service. I have spoken to and explained my situation/problem with one customer service representative and one manager and all they can do is apologize. I paid for a full year with my subscription expiring in May 2013. I canceled my subscription out of frustration that I did not receive the back up service that I had paid for. 3 years of family memories were gone! Even though I had only "used" 2 months of my one year subscription, and despite the fact that they had deleted every file I had backed up with them, they refuse to give me any kind of refund for my unused portion of my remaining subscription (about 10 months).

Desired Settlement: I would like a prorated refund for my remaining length of my subscription

Business Response: Hello Mr. *******,

 Thank you for taking the time to write to the BBB. We do appreciate that you have been a customer for several years and I am sorry that your files were not recoverable. I have looked at your case and see that you had removed files from your backup.   Carbonite will save deleted files for 30 days. Unfortunately, since Carbonite did not see the files, the 30 day delete policy was in effect. Carbonite did perform as it was intended.  We have a specific FAQ for Retention of Deleted Files at ****************************************************************************. Carbonite goes to great lengths to provide our customers with enough up-front information to make an informed decision about using and purchasing our product. In addition, we have an extensive Knowledge Base as well as phone support. As a courtesy, we have issued a pro-rated refund for your subscription. Please allow 3 to 5 business days for it to post.

Sincerely,
*** *** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/23/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My contract with Carbonite on July 8 but they automatically renewed when I did not want to renew 5 days early before I had a chance to contact them. I was out of town. I have used their webform twice to ask for a refund and cancellation of my service but they refuse to respond. I have received an email from them that said my credit card had expired but somehow they managed to charge the card anyway. I also did not receive advance notice of an increase in fees. Their communications with customers is terrible.

Desired Settlement: I want them to cancel my service and issue a refund to my credit card. 7/5/2012 ******* **** Carbonite Home One Year **** ****5026 $59.00 Account email *********************

Business Response:

Hello Mr. ****,

Thank you for contacting us through the BBB. I apologize for the unwanted renewal of your subscription. I see that we have resolved your issue through our Customer service center Reference Number *************.

Sincerely,
*** *** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/19/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I was tricked through manipulative screens to renew and upgrade a subscription to their service for another year, when I meant to cancel.

Desired Settlement: Cancel the service as of today and refund the next years subscription fee.

Business Response: Hello Mr. *****,

Thank you for contacting us through the BBB. I apologize for the unwanted renewal of your subscription. I see that we have resolved your issue through our Customer service center Reference Number *************.

Sincerely,
*** *** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/17/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The backup progress of one my PCs was stuck, so I followed Q&A troubleshooting advice and reinstalled the software on June 18th. After doing so, the reinstall was unable to access the server where the files were backed up.
Also, when logging on their website, it was unable to access the server to see the backed up files. After calling tech support, they advised me that "the server was getting worked" and "should be up and running shortly" and that they would give me a call back in a few days. Days passed, no call and I still was unable to access my backed up files, so I submitted an email to customer support on June 23rd. The response indicated I needed to contact Senior Technical Support Team "in an effort to resolve this issue once and for all". Meanwhile, I received another email stating that I should be able to reinstall Carbonite and to respond directly to the email if it didn't work. So I attempted to reinstall again, but it wasn't able to access the server. When I responded to the email, I received another email on June 26th stating that the existing support case has been closed because we "haven't heard back for seven days after our last message to you". After submitting another trouble ticket stating the same issue, I received an email that the "server is down for routine maintenance" and that is why I couldn't reinstall, and they also said it usually lasts for 24 hours. Another email came in and said that "We have reviewed your email related history" and that they would be more successful and quicker to resolving the issue over the phone. When I called them again, outlining the issues and timeline, they said the exact same thing, "The server was down and they would contact me when it was back up". It has now been about 2 weeks and I cannot access any of my backed up files or reinstall the software. I have not been given a time frame for resolution, and customer service has been all over the map trying to explain what is happening.

Desired Settlement: I simply want the backup to resume and have access to my backed up files. This is the service I have paid for in advance. If they are unable to do this, they need to tell me, and not just keep saying they will call me when the server is back online. The scary thing is, what if my computer crashed and I needed to access those backed up files? Carbonite's online motto is "Backup. Simple.", and I really disagree...

Business Response: Hello Mr. ********,

Thank you for contacting us through the BBB. I have looked at your account and see that the backup for your computer named ************* has reconnected to our servers as of 7/7/12. I apologize that the maintenance took longer than expected and have added a month to each of your subscriptions as a courtesy.

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: Although I consider it unacceptable that it took three weeks to regain access to my backed up files, the problem has been corrected. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Carbonite in March 2012 with a large amount of data to backup. The trial did not last long enough to complete the backup, I asked for an extension on the trial but that was refused. I signed up anyway. It took
about 45 days to do the initial backup. A couple weeks ago my computer crashed and I had to move to another computer. I asked how long it would take to restore and it would have been several days so I restored using a external harddrive. Then I was told that since I didn't restore using Carbonite the system would do a complete initial backup again. This is not good service and these things should be explained upfront (when I searched online information I did not find this information detailed). I no longer want to use Carbonite for my backup as it is not fit for the purpose I need it for - fast backup and restore - so I requested a refund but customer service refused.

Desired Settlement: Partial refund of remaining term.

Business Response: Hello Ms. ******,

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in March of 2012 before purchasing your subscription and your service was functioning properly. Our
trials are intended to give you time to try our program before you purchase. They are not intended to backup large data sets such as yours. You can begin to trial Carbonite as soon as a file is backed up. Our refund policy is documented in
the Terms of Service available at www.carbonite.com/terms. These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”). If
You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services." 

We will as a one time courtesy refund the remaining time on your subscription. Please allow 3 to 5 business days for the refund to process.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid up front for a one year subscription in February to have Carbonite back up my files from my computer. I have been a customer for years. When my computer crashed in March, it took several attempts to repair it. During that time, Carbonite gave me 30 days to restore my files, without any notice to me or any warning. After the 30 days, EVERYTHING was deleted...I had nothing left. I have spoken and/or chatted with atleast four representatives and all they can do is apologize. I paid for a full year. I canceled my subscription out of frustration that I did not receive the back up service that I had paid for. Even though I had only "used" 3 months of my one year subscription, and despite the fact that they had deleted every file I had, they refuse to give any kind of refund. My daughter also had paid for a one year subscription in March and has cancelled hers as well because of the trouble we had and she did not want to take a chance on her files being deleted. They refuse to prorate a refund for her cancelled subscription as well

Desired Settlement: I would like a full refund of my year subscription and a prorated refund for my daughter's subscription (**** ********).

Business Response: Hello Ms. ********,

Thank you for taking the time to write to the BBB. We do appreciate that you have been a customer for several years and I am sorry that your files were not recoverable. I have looked at your case and see that Carbonite was not frozen or placed in recover mode while the computer was repaired. Unfortunately, since Carbonite did not see the files, the 30 day delete policy was in effect. Carbonite did perform as it was intended. 

Carbonite goes to great lengths to provide our customers with enough up-front information to make an informed decision about using and purchasing our product. In addition, we have an extensive Knowledge Base as well as phone support.
As a courtesy, we have issued a pro-rated refund for your subscription. Please allow 3 to 5 business days for it to post. Your daughter's request for a pro-rated refund does not fall under our refund policy. Our refund policy is documented in
the Terms of Service available at www.carbonite.com/terms.

Sincerely,
***
*** ******
Vice President of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/10/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I paid It now takes 48 hours to build a mirror image and that is too long (it was about six hours). I have tried working with Carbonite to eliminate a problem to no avail. I called and talked to heir tech support and he attached to my computer (last week) to trouble shoot and I never received a response. Latest communication was July 8, 2012, Carbonite reference number: #************* I purchased a one year service on February 4, 2012 Invoice number ******* Product Carbonite HomePlus Price: $99.00

Desired Settlement: A prorated refund for unused service.

Business Response: Hello Mr. ******,

Thank you for contacting us through the BBB. I apologize that our Mirror Image feature did not meet your current needs. I see that we have resolved your issue through our Customer service center.

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

7/2/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I subscribed to the PAID backup service and relied upon Carbonite to backup my computer as agreed. The system indicted that the full contents of my documents had been backed up. I had a computer issue that resulted in the loss of my hard drive contents. When I restored my system many of the files from my documents folder were missing. I went to the website and the files were not there either. I contacted customer service who stated that I can cancle my account, but that there will not be any type of refund for the unused time.

Desired Settlement: I am requesting a prorated refund of the unused time left on my annual plan.

Business Response:

Hello Mr. ******,



Thank you for taking the time to contact the BBB. I see that we have responded to your request through Carbonite's Customer Service on 6/28/12. Please allow 7 to 14 business days for the check to process.




Sincerely,



***





*** ******



Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I discontinued service about 6 weeks ago by phone. And emailed them about 10 days ago about the refund. I had 2years and 2months service left and have not received a refund nor e-mail response for the remaining service.

Desired Settlement: refund for remaining service

Business Response: Hello Mr. *******,



Carbonite provides a free trial version of our service so our customers can
"try before they buy". In your case, you utilized this trial offer in
March of 2008 before purchasing your subscription and your service was functioning properly. Our
refund policy is documented in the Terms of Service available at www.carbonite.com/terms. These terms
state, in part, "Subscriptions last for a fixed period of time, for
example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the
“Subscription Period”).  If You cancel a subscription, Carbonite is not
obligated to refund subscription charges already paid. Cancellation will take
effect at the end of the current Subscription Period unless a sooner date is
requested. After cancellation, You will no longer be able to access or use any
Services."



If you wish to request that your data be deleted from our servers before the
end of your current subscription period, please note that in your cancellation
notification to *****************************.



Sincerely,



*** *** ******

Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

What does my "trial period" have to do with my refund and termination?  You may not be required to do a refund but a business desiring to provide good customer service would. I've been in IT for forty years.  I've recommended Carbonite to maybe 50 people. I'm finding it more difficult to make the recommendation. 

Please provide the refund.

Regards,

****** *******

 

 

Business Response: Hello Mr. *******,


Had you referenced the Terms of Use that you agreed to before installing Carbonite, which I pointed you to in my original response, you would have seen that we are not obligated to issue you a pro-rated refund
because of your choosing to cancel your subscription prior to expiration. 



Sincerely,



***




*** ******


Director of Customer Support





Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

You may not be OBLIGATED but it would make for good customer relations to provide the refund.

Your boilerplate responses are not appreciated. I've read many of them on this BBB site.

Regards,

****** *******

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

6/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a 3 year plan, 2 years ago, and other then some resets, and reinstall's, I was fine with the overall service, and a few weeks ago, the system slowed down, and stopped working. After multi chats with support, and several phone calls, an additional large number of reboots, reinstalls, it seems the home version, no longer supports my OS (Win 2008 Server), which has not changed sense I started using the carbonite. At the time that I signed up, win2008 server was a supported OS, which was one of the reasons that I originally tested, and then signed up for the service. I requested, a refund for the time remaining on my contract, which is basically a year, of the 3 years, as I used the service for approx 2 years without issue. And the changes were done by them, so that they could sell, a more expensive backup option for server based operating systems. The refund was requested in email to customer support, as well as by voice call. Where the support person said they were putting in the request, but I have had no response to those requests.

Desired Settlement: I would like a refund for the time remaining which is approx 1 year of the 3 year term. I would also like to see them modify the processes, so that you get some feedback, either from the request made by email, or the one that
the support personal say they are putting in.

Business Response: Hello Mr. *****,

Thank you for taking the time to write to the BBB. I apologize for the confusion regarding your subscription with Windows Server 2008.  Carbonite was not specifically designed or tested to work on Windows Server operating systems (such as Windows Server 2003 & 2008). This has always been our official position on Windows Server with regards to our home product. We now offer a business product that does support the Windows Server Operating system.

I will refund the remaining time on your subscription as a courtesy.  Please allow 7 to 14 business days for the check to process.

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. 

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/10/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite never fully backed up my laptop. I waited and waited for a month for it to complete and assumed it was because there was so much to back up or something. Well, it never did back up the system. When I contacted Carbonite, they had said it was too bad, it was past the small trial period so there was nothing they could do to refund the money, but the product NEVER worked.

Desired Settlement: I'm willing to try it again on a different computer, but didn't want to risk it with such a bad response from my initial attempts. So I would expect a free year since it was never used and that year membership I can apply to a different computer. I also would hope they would change their policy to work with their clients to get their products to work on their system without the "too bad' attitude.

Business Response: Hello Ms. *******,

Thank you for contacting the BBB. I am sorry that Carbonite did not meet your online backup needs during your subscription. We have extended your subscription time so that you can give Carbonite another try. Please follow the reinstall instructions at http://carbonite.custhelp.com/app/answers/detail/a_id/****/partner/carbonite .

Sincerely,
***
*** ******
Director of Customer Support





Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. Thank you very much for extending the subscription. We'll be glad give Carbonite another try.


BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased two year agreement in March 2011 though March 2013 for $99.00. Product was deactivated and indicated that I had to renew in June 2012. What the real issue was that it required an upgrade. I purchased an additional renewal for $59.00. The upgrade/renewal process is really poor. I am getting a refund on the recent purchase of $59.00. Now I have to manually upgrade my software.

Desired Settlement: Product should perform a seamless software upgrade without a deactivation.

Business Response: Hello Mr. ****,

Thank you for taking the time to write to the BBB. I apologize for the confusion regarding your update.  I see that your subscription has been updated and your backup is progressing normally. We have refunded the purchase from 6/5/12 in full. The refund was processed on 6/6/12. Please allow 24 to 48 hours for the refund to post to your account. 

Sincerely,
***
*** ******
Vice President of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

6/4/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: #1 - I contacted customer service to express my frustration that they did not support the full features for ***** as they advertises. I was told they would add it in a future update, a year later, no change. Not a huge issue, but frustrating. #2 - I checked my account to find that their product was not preforming as advertised, and had not backed up my computer from Aug 2011 to Mar 2012. I received no notice, and from the surface their software indicated that all was good. #3 - After the above, I check to see what data was backup, and was not able to access any of my information. #4 - After 2 & 3 I contacted customer service, they said to reinstall the software. That fixed my issue, but they never offered to refund any of my subscription fee or gave any explanation as to why I was not able to access my data. #5 - May 8, 2012 - I finally lost patiences waiting for an update and inquired how I could cancel my services with them. They ******* ** responded, "If you no longer want to use Carbonite, you may delete the software from your computer." No questions about why. I then asked about a refund and ***** asked me to verify my account information (last 4 of credit card, ect.) and stated, "we can submit your refund request." After I provided that information and expressed my dissatisfaction with their service I received a reply from *********** * stating that receiving a refund was not an option. I replied again, expressing further frustration and the back and forth from their different employees, at that point I typed out all the above information and stated firmly that I was done dealing with them and wanted a refund. ******* ** and ***** ** responded with a phone number I could contact to fix my "technical issues." I have removed their software from my machine and stopped utilizing their services as of 10 May 2012. I can provide photos of issues #2 & 3, and have the email messages for #5.

Desired Settlement: Refund for Aug 2011 thru Mar 2012 and from Jun 2012 on.

Business Response: Hello Mr. *******,

I'm sorry to hear of your frustration with Carbonite not working properly on your ***.  I have authorized a pro-rated refund of your purchase price with our finance department. We will issue you a check to your specified address. Please allow
7 to 14 days for the check to arrive. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

5/28/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for this service with the expectation that Carbonite would be able to provide me with my backed up files in the event that my computer crashes. This has not been the case because Carbonite does not explicitly state in its advertisements that it cannot restore files if you switch to a new platform after your old platform crashes. In this case I have switched from a PC to a Mac and Carbonite has informed me that I will not be able to restore my files in their entirety and that I would have to do it 1 GB at a time, which is ludicrous when I have 290 GB to download. In addition, customer service was unhelpful in giving me a refund and one customer representative even stonewalled me and told me that I had absolutely no recourse and refused to transfer me to his supervisor. Not only has this company failed in providing the very basic service that it has advertised but it has a customer service department that is substandard and unhelpful towards resolving customer concerns. Carbonite so far as refused to even provide me a partial refund and insists that it still provides a service that is able to give me the files that I backed up. But no where in their advertisements do they state their cross platform limitations (not even in an asterisk) and no where do they state that restoration is only possible in that case by incrementally and painfully downloading your files 1 GB at a time. They state that this information is freely available on their website but no consumer can be expected to dig through the entire Q&A section of a website in order to understand completely the limitations of their system.

Desired Settlement: My desired outcome is that Carbonite provide me some sort of method, whether FTP, or any other type of file transferring protocol to access my data and allow me to download my data in mass. If that is completely not possible, which defies all plausible explanation for a data back up company, then I would like my refund in full because this service does not perform as advertised.

Business Response:

Hello Ms. **,



Thank you for taking the time to write to the BBB. Regarding your complaint, I see that we responded through our support center on 5/7/12. Your backup listed under ***************** is current and still connected to our servers. There are many differences in the way our product works on the Mac platform and the Windows platform. These features are documented in detail in our Frequently Asked Questions on our website. ****************************************************************************************
I see that in our 5/7/12 correspondence, we have given you options for restoring your data to the Mac platform. You can do a restore by using parallels or some other virtual windows product on your Mac. We also offer an upgrade feature for our Premier product where we offer a courier recovery service to get a restore to an external drive of your data mailed to you.
If you chose this option, your remaining time would be factored into the price of a one year HomePremier subscription. You would receive credit for the remaining days off of the price of a one year subscription. The Courier service is free with a HomePremier subscription.
We also recommended checking out Apple's site at http://www.apple.com/macosx/what-is/compatibility.html. They offer a service of built in Windows to Mac migration in OS X.



Sincerely,



***







Jim Flynne



Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/7/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: The Carbonite restore process did not work for reasons that two different technicians (***** and ****) told me were caused by Carbonite's fault. Apparently, the failure of Carbonite's services were known to the company, but not told to consumers purchasing or who had already purchased the product. My husband and I spent approximately ten hours trying to fix the problem, which Carbonite's customer support web system had stated was caused by us, when in fact it was not. I spent a further four hours either waiting for a technician or speaking with three different technicians about the problem, which is still not fixed. I asked for one years free service to compensate me for my time (which, if billed, would be $4 an hour) and was told that three months was the most they could offer. The person I spoke with, ****, refused to let me speak to his supervisor, stating that there was "no one" that he reported to. Later, I received an email from **** stating I would received ONE months free service. **** also told me that some of the work I had done on the problem when speaking with their technicians was for Carbonite's benefit, not mine. He thanked me for my help and stated that the 'complimentary' service they were offering me was a gesture of thanks for my support. This admission that Carbonite had essentially tricked me into providing services to them, while stating that those services were for my benefit, is unacceptable.

Desired Settlement: I want two years of complimentary service and $100 for the services that Carbonite admitted that they fraudulently induced me to deliver.

Business Response: Hello Ms. *******,

I have been following your case since you wrote to the BBB and see that Carbonite has been working with you to complete your restore and make sure that your files are in the correct locations. As of 4/23/12, all of your files have been successfully restored with the exception of your desktop which we are actively working on. 

Our engineers were aware of the original issue with the restore that some of our customers may have experienced and had a work around in place. All of your data/backup was safe and available.

Carbonite is dedicated to ensuring that your restore is completed. I see that **** is awaiting your response to assist with your desktop restore. Please reply to him so that he can setup a time at your convenience. I see that we have added three months to your subscription since your restore issues began on 4/7/2012. As a courtesy, I have extended your expiration date to 3/22/2013.



Sincerely,

Jim



Jim Flynne

Director of Customer Support

Business Response: Hello Ms. *******,

I have asked **** to contact you so that we may complete the restore of your desktop files.

Sincerely,

***



*** ******

Director of Customer Support


Consumer Response:

Carbonite has apparently decided that it will not take the time to restore my data, as I have not heard from **** or anyone else from the company for nearly a week despite repeated emails.  Of course, you are still keeping my money.

I WANT MY DATA RESTORED.  THAT IS WHAT I PAID YOU FOR.  YOU KNEW WHEN I PAID YOU THAT YOU WERE HAVING DIFFICULTY RESTORING DATA TO MY COMPUTER SYSTEM BUT DID NOT TELL ME THIS.  THAT IS CALLED "LYING".  ALSO, GIVE ME BACK MY MONEY AS YOU ARE NOT DOING WHAT YOU PROMISED YOU WOULD DO IN YOUR CONTRACT.

Regards,

***** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/7/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: https://account.carbonite.com/consumer/buy/start/5549 - advertises a price structure that carbonite refuses to honor. As of today when I accessed this link, ir advertised 134.10 a year for home premiere, which is what I want

Desired Settlement: they honor the price they advertised.

Business Response: Hello Ms. *******,

Thank you for taking the time to write to the BBB. Regarding your complaint, I see that you originally signed up for our free, 15 day trial through our website. Carbonite is marketed through many different venues including our affiliate sites. In order to take advantage of their pricing, you must sign up through their site. The link that you included in your complaint is one of our affiliates offering a 10% discount. Since you were already a user and had an established trial, these prices were not available to you. I do see that you chatted with us on 4/24/12 where we did offer you options. We offered to have you begin again so that you could take advantage of the affiliate pricing or we offered to extend your trial for an additional three months. You decided to take the three months and your trial was extended until 7/26/12.




Sincerely,

***



*** ******

Director of Customer Support

Consumer Response:

You can't simply not honor pricing on your website.  I took the 3 months because I was sick of talking to your guy, who was amazingly rude.  I have the transcripts, if you'd like to review them.  This is bait and switch, by definition.

Regards,

***** *******

 

 

Business Response: Hello Ms. *******,

I am sorry that you do not feel your issue has been resolved. Carbonite does not get involved in bait and switch. You signed up for a specific offer and were given the correct prices for that package. We offered to delete your current trial so that you could take advantage of the affiliate offer, you refused. The three months that the representative offered were subject to a purchase. If you decide to purchase at the current prices, we will add the three months. If you would like us to delete your trial so that you can start over and take advantage of the affiliate 10% discount, please let us know. You would then sign in as a new user with that link.




Sincerely,



***


*** ******
Director of Customer Support




BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/25/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased Carbonite on 8/16/ 2010 for a 3 year term because they sponsored the **** ******** ***** **** and I wanted to support the sponsors who supported a show I also supported, but now Carnbonite has chosen another path of supporting immoral people and that is ok but they have changed their position and I should be given a prorated refund. I called the company and spokje to "****** who would not let me speak to anyone else so I left my number for someone else to call me back. I asked ***** when I'd hear back and he said he didn't know and HUNG UP ON ME! Carbonite has my money and now chooses to support immoral people I choose not to be associated with and all I am asking is to prorate the money I have paid them so that I can use another company. In any event, their customer service guy, "*****," was rude to me and there is no need for that.

Desired Settlement: Refund the prorated 21 months I have left of my contract with Carbonite.

Business Response: Hello Ms. ********

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.  I apologize for any rude conduct you experienced with my rep on the phone.

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2008 having since renewed your subscription and your service is functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your accounts via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computer which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 


Sincerely,
***

*** ******
Director of Customer Support

Business Response: Hello Ms. *******,

We have not changed our mind about our contract, we are following it and request that you do the same.

Your options were outlined for you already, but at your choice you may continue to use the service or stop using it as you wish.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response: Mr. *** ******* Carbonite's Director of Customer Support, is a LIAR.  He states they are following their contract but that is not true.  They advertised on **** ******** to get my business and then THEY changed THEIR minds and decided not to continue THEIR contract.  That's fine, now give me back the money Carbonite has not earned and let me stop doing business with such an immoral company.  I am being very reasonable but Cabonite has suckered me out of my money and apparently suckered a lot of other people out of their money and they have no desire to deal fairly with their PAYING  customers.  CARBONITE IS A COMPANY TO BE AVOIDED!  Unlike Carbonite, I have to earn my money and cannot just take money I haven't earned and I cannot merely cancel my PAID UP SUBSCRIPTION as Mr. ****** is tellinjg me to do.  Give me back your unearned money Mr. ****** and I will go away.  I am very reasonable - you are a rip off. 

Regards,

***** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/25/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I wish to discontinue doing business with Carbonite, as they do not represent the ethics of any company I wish to be associated with.

Desired Settlement: Issue immediate prorated refund of all fees paid, and discontinue service immediately. Apologize to me for being a spineless company who panders to public whim without cause.

Business Response: Hello Mr. *******,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Carbonite provides a free trial version of our service so our customers can "try before they buy". Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do no issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your account via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computer which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 


Sincerely,
***
*** ******
Director of Customer Support

Business Response: Hello Mr. *******,

The instructions you received from our customer support organization about providing the information necessary to receive a refund assumed your request was valid.  As detailed in my original response to you, yours isn't.  Please refer back to my original email for further instructions if necessary.


********** ***
*** ******
Director of Customer Support 

Consumer Response:

Please re-send me the instructions that are necessary.  In order to move this forward, I would like a very concise, direct response detailing how I can receive a refund for the unused portion of the subscription I VERY recently made, and which was canceled.

Regards,

****** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/20/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last year I signed up for the Carbonite computer backup service, however due to the age of my computer, it was not working properly. The computer service recommended that Carbonite be removed as it was causing the computer to run slowly. I de-installed the Carbonite and sent them an e- mail to discontinue service. However, Carbonite went ahead and charged me for another year of service. I went back on their website and turned off the autopay, and I have left them numerous e-mails about how I had discontinued service and to please refund my account, but I am unable to obtain a response from them. Thank you.

Desired Settlement: I would like a refund from Carbonite, if however that is impossible, then if you would at least note that this is a company that does not respond to consumer complaints, and will continue to bill for services not wanted or requested. Thank you.

Business Response:

Hello Mr. ******,

 
I'm sorry to hear that you had a problem with this unintended renewal. We have refunded the last charge of $59.00 back to your credit card. Please allow 24 to 48 hours to post to your account.





Sincerely,

***



*** ******

Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.


Regards,


**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my subscription in 2011, and Carbonite went ahead and charged me for another year, after I cancelled. I just got an email saying that my subscription is going to expire in 30 days so I called to complain, and I was told that I would not be refunded. So I cancelled again. I, however still would like my money back from last year.

Desired Settlement: Last years subscription refunded, it was never authorized.

Business Response: Hello Mr. ******,

Thank you for contacting the BBB. I see that we have deactivated your recurring billing as of yesterday. Your last contact before yesterday was on 9/6/2011 at which time you called in for assistance after your computer crashed. Our representative assisted you and instructed you to call back if you needed further assistance. We never heard back from you after this date. You renewed your subscription on 4/11/2011 and continued to backup with Carbonite until 9/12/2011.  As a courtesy, we have issued you a pro-rate refund of $32.37. Please allow 24 to 48 hours for the refund to post on your credit card account.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I apologize, I obviously have gotten my dates confused, I will retract my complaint. I am sorry that I caused extra work for you.  Have a good weekend.





BBB's Final Determination: Consumer accepted resolution offered by the business.

4/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I recently tried to cancel my service and they refused to give me a prorated refund. I still have 317 days left on my account. Here is the response I received upon my request. Response Via Email (****** ** - ********* **) 04/03/2012 01:05 PM Hello and thank you for contacting Carbonite Customer Support. You are welcome to cancel your subscription. However we would be unable to offer a prorated refund at this time. If you would like to deactivate automatic billing on the account to prevent further charges, I will include instructions below. Deactivating Automatic Renewal: http://carbonite.custhelp.com/app/answers/detail/a_id/3426/partner/carbonite If you have any further questions/comments, please direct them to the following e-mail addresses: media@carbonite.com (Media/Public relations department) legal@carbonite.com (Legal Department) ************@carbonite.com (CEO) Please let us know if you need additional assistance. Sincerely, ****** Carbonite Customer Support www.carbonite.com The Better Backup Plan.

Desired Settlement: I would be satisfied with a pro-rated return.

Business Response: Hello Mr. *****,

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in October of 2009 before purchasing your subscription and your service is currently functioning properly. Our refund policy is documented in the Terms of Service available at www.carbonite.com/terms. These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”).  If You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services."

If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification to customersupport@carbonite.com.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintI fail to understand how it is ethical to keep someones money if you are no longer providing that service.  All I wish to do is cancel my service and be refunded for the services that will not be provided.

 

 

Business Response: Hello Mr. *****,
 
Had you referenced the Terms of Use that you agreed to before installing Carbonite, which I pointed you to in my original response, you would have seen that we are not obligated to issue you a pro-rated refund because of your choosing to cancel your subscription prior to expiration. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintI believe charging someone for services not rendered is unethical and dishonest.

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I cancelled Carbonite backup service approximately 3 weeks. At that time I had about 7 months remaining on my service plan. I expected a refund for the balance of my unused service, instead they flat out cancelled my service and kept my money. It was my understanding that the service would remain until the service agreement expired, however, since Carbonite almost immediately cancelled my service I expected a timely refund. I have not been provided a refund and after contacting Carbonite again (Chat session) was told I was wrong and given the link to a lengthy refund policy. This was not made clear when I cancelled over the phone a few weeks ago.

Desired Settlement: I request a refund for the remaining service.

Business Response: Hello Mr. *******,

Carbonite provides a free trial version of our service so our customers can "try before they buy". Our refund policy is documented in the Terms of Service available at www.carbonite.com/terms.  These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”). Unless You designate otherwise in Your Account preferences, I see that you have deactivated your recurring billing.  If You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services."  Your subscription is available until the expiration date of 10/5/12.
 
If you have decided to cancel your service, please email us at customersupport@carbonite.com. Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  Having a lengthy policy that requires a lawyer to understand does not justifiy cancelling my service without a fair refund.  I beleive this type of treatment is being directed at customers that have cancelled because Carbonite pulled their sponsorship of the Rush Limbaugh show.  I support the advertisers of his show and I have been using Carbonite for about two or three years.  Your policy as it is written steals money from people whom wish to cancel.  I request a full refund.  I no longer wish to use Carbonite because I am using another provider.

 

 

Business Response: Hello Mr. ******t,

My response does in fact address your original demand.  Had you referenced the Terms of Use that you agreed to before installing Carbonite which I pointed you to in my original response, you would have seen that.  We are not obligated to issue you a pro-rated refund because of your choosing to cancel your subscription prior to expiration. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

It is clearly amazing how you did not address a single issue of my complaint.  What happened to taking care of the customer?  Even the ones that chose to leave, but could return because of the fair treatment.  But no, you merely reiterated your user agreement... which reads blah, blah, blah.  When you install software on your computer do you read the agreement from beginning to end?  I highly doubt you do.  I know I'm just a minuscule drop in the bucket and you are a large corporation with an abundance of lawyers that could really care less about losing one customer for life.  I'm not a lawyer and do not understand all the legal speak in your agreement.  It is too long and confusing.  What if after six months a customer is not satisfied with your service and their issue is unresolved so they cancel the service.  Do you refund the balance of their agreement or like a thief keep their money and refer them to your incredulous user agreement?  Well, I am not satisfied with your service and request a refund on the balance of the agreement.

 

I truly doubt I will get the satisfaction I deserve, because the bean counters at Carbonite only care about getting new and more customers.

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

 

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/13/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I paid for two years of online backup. After 3 months I decided that I no longer wanted the service and asked for my account to be cancelled and to be refunded my money. I was told to provide them with the last 4 digits of my credit card, my full name and address. Then I was sent this: I'm sorry, we don't refund unused balances, but thank you for supplying that information, your account will be canceled shortly.

Desired Settlement: I would like a refund of unused balances.

Business Response: Hello Mr. *******,

Carbonite provides a free trial version of our service so our customers can "try before they buy". Our refund policy is documented in the Terms of Service available at www.carbonite.com/terms.  These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”). Unless You designate otherwise in Your Account preferences, Your subscription will automatically renew at the end of the Subscription Period and Carbonite will charge the then-current renewal fees to the credit card associated with Your Account. I see that you have deactivated your recurring billing. If You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services."

If you have decided to cancel your service, please email us at customersupport@carbonite.com. Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.  I do not expect a full refund. But since I paid for two years and only used 3 months how can they keep my money for a service that I am no longer using or even have access to.  This costs them nothing in disk space or computer resources.  They should be ashamed of themselves.


 

Business Response: Hello Mr. *******,
 
Had you referenced the Terms of Use that you agreed to before installing Carbonite which I pointed you to in my original response, you would see that your reason is not valid for a refund.  We are not obligated to issue you a pro-rated refund because of your chosing to cancel your subscription prior to expiration. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintI have never met anyone who reads all of these "Terms of Agreement" when installing a reputable product.  Like I said to Carbonite "you cancelling me does not cost you anything in disk space or computer resources".  They are just crooks keeping my money and providing no service!

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We are not satisfied with either the integrety or honesty of the company. When we sought to cancel our subscription with it, the representative refused to refund the unused subsubscription charges, including that unused amount for the rest of this contract year as as well as the next contract year subsequent to the anniversary date of the original agreement. (This is a three year subscription.) We have learned that other customers have recently been refunded similar charges and feel this is discriminatory and unreasonable as to us.

Desired Settlement: We desire an immediate refund on our credit card for any unused portion of our paymant made for services yet to be performed; and, to remove, from their computers, all uploaded computer files they have received from our computer.

Business Response: Hello Mr. ******,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.  

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2011, subsequently purchased your three year subscription and your service is functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  

I see that you have already requested that your service be cancelled through our customer support group.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services.  To stop Carbonite's automatic backup service from continuing in the background, please uninstall the program from your computer.   

If you wish to request that your data be deleted from our servers before the end of your current subscription period, please email us at customersupport@carbonite.com and request that your data be deleted as we do not provide customer support via the BBB website.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 

Sincerely,
***
*** ******
Director of Customer Support


Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaintThe response does not address my demand to reimburse the remaining funds paid to the company for service not rendered.



 

 

Business Response: Hello Mr. ******,

My response does in fact address your original demand.  Had you referenced the Terms of Use that you agreed to before installing Carbonite which I pointed you to in my original response, you would have seen that.  We are not obligated to issue you a pro-rated refund because of your chosing to cancel your subscription prior to expiration. 

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.



 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

4/12/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I no longer need a pre-purchased 3 year subscription.   I have approximately two years left and would like to get a refund for time left in the subscription.

Desired Settlement: A refund of subscription not used.

Business Response: Hello Mr. ********,

Thank you for contacting the BBB.  I am sorry that Carbonite did not meet your online backup needs on your ***.  We have issued you a pro-rated refund for your 3 year subscription of $86.63.  Please allow 24 to 48 hours for it to appear.

Sincerely,
***
*** ******
Director of Customer Support


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

4/12/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: On 12/29/11 we subscribed to Carbonite Online Backup for a two year period. On March 15, 2012 (less than 90 days later) we contacted Carbonite and cancelled the subscription for their service. They have refused any refund for service that was cancelled.  They said it was policy not to refund.  OK, so charge us for one year, but refund the second year is all that we requested and they refused.

Desired Settlement: Refund some portion of the money due to service not being used.

Business Response: Hello Mr. ********,

Thank you for contacting the BBB.  We have issued you a refund for the second year of your subscription for $54.50.  Please allow 24 to 48 hours for the refund to appear.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

4/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been paying for Carbonite's back up services since 2008 for online back up. My computer crashed and when I called to see what I needed to do to download my files, they said they could not find me in their system. I gave them multiple addresses, emails, and even an invoice that I paid that they emailed to me in 2008 (invoice number ******). When I asked to speak to a supervisor they informed me that supervisors didn't work on Sundays. When I asked for a supervisor to call me on Monday, they said that a supervisor wouldn't call me because they couldn't do anything else for me. I asked what else could be done to find me in their system and they said that there was nothing else they could do.

Desired Settlement: I need to get the documents from my computer that crashed that Carbonite has been backing up.

Business Response: Hello Mr. ***********,

First my apologies for the delay in responding to your complaint.  I see that your account is listed under *******************@yahoo.com.  I have added a month to your subscription to apologize for the issues in locating your account. You can log into the account to restore the files in your backup. I have asked our support team to send instructions to your *************@gmail.com address.  I'm sorry to hear that you had a problem with locating your account.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was initially told to email customerservice@carbonite.com to request a refund. I emailed customerservice@carbonite.com 4 separate occasions over a 1 week period to which I did not receive a single response. After being frustrated without receiving a response I decided to call them directly to request a cancellation and refund. I called to cancel carbonite on 3 separate PC's. The gentlemen on the phone initially said that 2 of those 3 pc's qualified for a refund, however, before the call ended the customer service rep who seemed angered at my reason for cancelling then stated he would not honor his previous statement of providing me with a refund. I will never use carbonite again or recommend it to colleagues. There customer service is horrendous and apparently do not honor their refund requests (as stated on phone).

Desired Settlement: I want a refund for 2 of my 3 subscriptions as originally stated by the customer service rep. I paid for 1 year service on all 3 pc's and haven't used that full year. I will be contacting the state attorney generals office if this is not resolved in a timely manner.

Business Response: Hello Mr. *******,

Carbonite provides a free trial version of our service so our customers can "try before they buy". Our refund policy is documented in the Terms of Service available at www.carbonite.com/terms.  These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”). Unless You designate otherwise in Your Account preferences, Your subscription will automatically renew at the end of the Subscription Period and Carbonite will charge the then-current renewal fees to the credit card associated with Your Account. If You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take
effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services."

If you have decided to cancel your service, please email us at customersupport@carbonite.com. Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification. 

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/8/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Called Carbonite on 18 Jan 2012 to see about adding them for home computer protection. Sales Rep proceeded to expound on the benefits of carbonite homePLUS and quoted me price of $99.00 for one yr. She took my credit card info and ran the transaction. I asked why that particular product was better than just the "basic" product, Carbineite Home that was $56.00. She then told me that it covered an "external drive" ... I asked her what an "external drive" was (I'm a computer DUMMY !!!) and she then said I didn't need the "PLUS" product. I then asked her to just cancel the entire transaction, that I didn't need the back up and would she reverse the credit card payment. She then said that since the payment had already gone through, she could change the "PLUS" product to the "BASIC" plan for just an additional $10.00 and I would be covered for TWO years. Like a DUMMY, I accepted and was charged $109.00. I tried to cancel the carbonite plan yesterday and expected that I would receive a refund since I had only used their product for less than 2 months. Today, I am told that there are NO refunds once your credit card has made the payment. I feel that I was NOT properly advised by this sales rep that there would be NO refunds offered if I was not satisfied with their product. I believe that an EXCEPTION should be made in my specific case and that a partial refund should be forthcoming.

Desired Settlement: I SHOULD receive a "SUBSTANTIAL" refund ASAP !!!

Business Response: Hello Mr. *****,

Carbonite provides a free trial version of our service so our customers can "try before they buy". Our refund policy is documented in the Terms of Service available at www.carbonite.com/terms.  These terms state, in part, "Subscriptions last for a fixed period of time, for example, 15 or 30 day free trial, 1 year subscription, 3 year subscription, etc. (the “Subscription Period”). Unless You designate otherwise in Your Account preferences, I see that you have deactivated your recurring billing.  If You cancel a subscription, Carbonite is not obligated to refund subscription charges already paid. Cancellation will take effect at the end of the current Subscription Period unless a sooner date is requested. After cancellation, You will no longer be able to access or use any Services."

If you have decided to cancel your service, please email us at customersupport@carbonite.com. Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification. 

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/5/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When I subscribed to Carbonite, I received a confirmation email stating that my backup speed would be between 2 and 3 gigabytes a day for the initial backup. I have been backing up for nearly two weeks and my total backup amount is less than 5 gigabytes. I have contacted them three times through their web site and have received no response. Additionally, the amount that they state I have backed up has been fluctuating. I have asked them why the amount that has been backed up goes down and where that data goes and have received no response.

Desired Settlement: I am requesting an explanation of why they have not provided the service they have committed to, an explanation as to why they have not responded to my inquiries and details of how they are going to make this right.

Business Response: Hello Mr. *******,

First let me apologize that no one has responded to your inquiry regarding your Mac subscription. Depending on your Internet connection speed and how long you stay connected to our servers, you should be able to back up, on average, 3-4GB per day with Carbonite. This depends on other factors  as well, such as the speed of your computer, how much you have selected for back up, and other programs which use your Internet connection. I asked one of our Senior Mac technicians to take a look at your subscription under *********@aol.com. They see that your upload speed is being affected by your Mac's unique file structure. We also see that some of your file pathways are too long as well and this  breaks the character limit on file names. Since Carbonite is not meeting your online backup needs, we will certainly issue you a full refund. I have had one of my representatives email you under separate cover to verify your account in order to refund.

Sincerely,
***
*** ******
Director of Customer Support


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

4/2/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Purchased a 3 year plan for back up of data. Was given a free trial and seemed like it worked despite contacting customer service to work out some details and problems. Trial ran out and signed up however after a longer period of time realized the program required essentially slowed my computer down to an unusable speed. Also after discussing with tech and customer support about slow upload speeds was alerted to the maximum upload speed. If I was to back up my entire computer it would take over 6 years. If I backed up only the most sensitive files it would take 3 years to back up. I requested sending in a hard drive to directly upload at their facility or any other work around but was told this is not available. I have requested a refund they have refused stating they gave me a trial and this was good enough.

Desired Settlement: Refund complete or pro-rated from the last time the service was used.

Business Response: Hello Mr. ****,

First my apologies for the delay in responding to your complaint.  Carbonite has issued you a full refund for the subscription purchased on 9/7/2011.  You will see the refund post to your account within 24 to 48 hours. I am sorry that Carbonite could not meet your online backup needs.  
 
Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.



BBB's Final Determination: Consumer accepted resolution offered by the business.

4/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple times contacting customer service, issue was not resolved, problem reoccurred and reoccurred and reoccurred. Wait for tech support was over 30 min each attempt. Customer service refused to connect me with a supervisor. Refund requested and all of a sudden paperwork that was NOT needed to buy the product was REQUIRED to be completed and then referred to accounting. Very specific on "referred" never used the phrase,.. will be refunded.

Desired Settlement: Contact by Management, and a refund

Business Response: Hello Mr. ******,

I'm sorry to hear you had difficulty getting Carbonite installed and working properly on your computer.  I have authorized a refund of your purchase price with our finance department and you should see the credit post to your account within the next few business days.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint. A simple letter will not satisfy me, I wish to speak to management. I was informed by the call handler that they would return my call, however that have been days ago.

 

 

Business Response: Hello Mr. ******,

I see that we were not able to refund your credit card as we wished, but that your charge was reversed and you have been fully reimbursed.  I'm sorry that we were unable to get your issue resolved for you.  I will have my department supervisor call you.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/30/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Vendor has failed to respond to repeated requests for information on the procedure for discontinuing service and obtaining a refund for unused service time.

Desired Settlement: An email is fine. I just want the information I requested.

Business Response:

Hello *** *******



Carbonite provides a free trial version of our service so our
customers can "try before they buy". I see that your account is listed under ************** and is backing up fine as of today. Our refund policy is documented
in the Terms of Service available at www.carbonite.com/terms.  These terms state, in part,
"Subscriptions last for a fixed period of time, for example, 15 day free
trial, 1 year subscription, 3 year subscription, etc. (the “Subscription
Period”).  If You cancel a subscription, Carbonite is not
obligated to refund subscription charges already paid. Cancellation will take
effect at the end of the current Subscription Period unless a sooner date is
requested. After cancellation, You will no longer be able to access or use any
Services."

 

If you have decided to cancel your service, please email us at
customersupport@carbonite.com. Cancellation will take effect at the end of your
current subscription period and you will no longer be able to access or use any
Carbonite Services. If you wish to request that your data be deleted from our
servers before the end of your current subscription period, please note that in
your cancellation notification. 

 



Sincerely,

***



*** ******

Director of Customer Support

Consumer Response:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Thank you for clarifying your policy. As I can't get a refund for the remaining period of my subscription, it would be senseless from my perspective to cancel now. I'll wait the end of the subscription is near, then cancel.

Regards,

**** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/29/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I e-mailed the company about a week ago asking them to totally delete my account. It would be nice if they refunded a prorated difference but I really don't care about that. The reason being is they have decided to make a political statement to stifle free speech in the United States. Therefore I no longer wish to do business with this company. They have not responded to my attempts to contact them, nor have they deleted my account and files as requested.

Desired Settlement: 1. I want them to cancel my account and delete my files, no questions asked. 2. I want them to issue a national apology, because they continue advertise on a liberal show whose host said virtually the identical thing about someone of the opposite political bent. In short they are unethical hypocrites. 3. Because they have entered the political fray, they should fully disclose their company political behavior.

Business Response: Hello Mr. *******,

First my apologies for the delay in responding to your complaint.  Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2010 before purchasing your subscription and your service is currently functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms. We do not issue pro-rated refunds for unused time on cancelled subscriptions.  However, we have cancelled your account listed ************@me.com and removed your files from our server per your request.

Sincerely,
***
*** ******
Director of Customer Support


























 





Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/29/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered carbonite, 3 years for $129.95 back on 3/5/2011. I loaded their program and started the back up. It went on for a week or 2 and it never semm to work. I called their tech support, they help me twice to fix the problem, but would still not work. I emailed them wanting a refund. And finally unloaded their program not long after that. I got really busy and assumed that they would refund me. Unitl recently I looked through my bills and could not find they had refuned me. I called them and they said I never replied to them about something about verifying this. I never got emailed from them. So now they are saying it is too late for a refund.

Desired Settlement: Just refund my $129.95. I will even accept a 2 year refund of $86.64.

Business Response:

Hello *** *****,

First my apologies for the delay in responding to your complaint. 
I see that your account was refunded in full on 3/12/2012, the same day that you placed the complaint with
the Better Business Bureau. Please check your credit card records for
verification. It was refunded to your ********** ending in ****.

 

Sincerely,

***



*** ******

Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

Regards,

******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Their policy is no refunds under any conditions whether service performs well or is even given or not. This is not a "better business" policy. After asking for cancellation and refund of payment for service 4 days after auto renewal program for a 1 year service, the company said their policy is to give no refunds. When I received a notice that the computer they were servicing had not had a backup in 10 days, I contacted them by chat to remind them that I had cancelled the service 10 days earlier. They said they had not received the request even though I sent it both by their website email process and by my own email process. The service representative said it would have made no difference had they received it at any point after the renewal had been entered because they do not give refunds. No refund for a service rendered for less than 1% of the service period is unconscionable.

Desired Settlement: Refund of payment minus the 5 days of service provided (or even 15 days given that their onsite communication system failed as well as their external email system).

Business Response: Hello Mr. ********,

I see that your account renewed on 2/29/2012. I have authorized a refund of $55.28 for your subscription price.  You should see it post to your account within the next few business days.

Sincerely,
***
*** ******
Director of Customer Support


Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.  Thanks to Carbonite for their quick and fair response.



BBB's Final Determination: Consumer accepted resolution offered by the business.

3/28/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Carbonite has so far not issued a $59 credit to my American Express after I cancelled by subscription. I cancelled my subscription on March 4th,2012 and have contacted them 4 times since. They cannot tell me why I have not received credit nor will customer service allow me to talk (chat) with a supervisor. 03/04/2012 - A Charge $59 appeared on my American Express for yearly renewal - 03/04/2012 - I replied to the email stating I did not authorize the charge and to cancel my account. When the charge was not removed I contact Carbonite via their Web "chat" the following week and was assured that my account would be cancelled and my AMEX would be credited. 03/15/2012 - My card was not credited and I emailed Carbonite again 03/16/2012 - When I did not get a reply to my email I contacted Carbonite again via their" web chat" tool. I was told that the issue had been escalated and no other information was available. When I asked repeatable to speak to a supervisor I was told that it was not possible, See the entire transcript of the "chat" session below. ----------------------- **** *. - Lewiston, ME: Hi, my name is **** *. - Lewiston, ME. How may I help you? **** ********: I cancelled my subscription via email on March 4th, but the charge has still not been credited. I cancelled again via chat last week , but the charge is still on my credit card. What do I have to do to Cancel? **** *. - Lewiston, ME: One moment **** *. - Lewiston, ME: Can you tell me what is the email address the account is under? **** ********: *************.com **** *. - Lewiston, ME: one moment **** ********: correction - ************@mac.com **** *. - Lewiston, ME: I see the Reference number ************* is still pending **** ********: ok - what does that mean? **** *. - Lewiston, ME: I see it was submitted to our accounts department and is still pending. **** ********: how long will it take to process the credit? **** *. - Lewiston, ME: I am sorry I am not within that department and I don't know. **** ********: how do I find out - who do I have to talk to? **** *. - Lewiston, ME: At this point in time the best I can do for you is to tell you that it is still pending and ask you to contact us again in couple of days. **** ********: that is unacceptable - I was not told that my subscription was expiring , and you charged my credit car with out my authorization. I cancelled almost two week ago - I need an answer. **** *. - Lewiston, ME: I understand your frustration and I am very sorry. I will make sure to add this conversation to your escalation to note its urgency. **** *. - Lewiston, ME: Is there anything else I may be of assistance with? **** *. - Lewiston, ME: Are you still there? Please respond and I'll keep this chat session open. If you have not responded within a couple of minutes, I'd have to close the chat. **** ********: No - I need an answer today **** ********: it should not take 3 weeks to issue a credit **** *. - Lewiston, ME: I agree with you sir, I already noted that this needs to be resolved ASAP. **** ********: I need confirmation that credit will be issued today or I need to speak to someone else. **** *. - Lewiston, ME: I am sorry sir, I cannot give you confirmation this will be resolved today neither can I transfer you to anyone else that may give you that answer. **** ********: yes please do. **** *. - Lewiston, ME: I am sorry sir I cannot transfer you to anyone who can give you that answer. **** ********: there is no one there or no one that I can talk to about getting a credit to cancel an account? I cannot believe that **** ********: this has to be done now - I've waiting long enough **** *. - Lewiston, ME: I am sorry sir, I cannot do anything more at this point in time then what I already did which is to note the fact this has needs to be resolved ASAP and that you are very unhappy about this process. **** ********: I need to speak to a supervisor - this is unacceptable **** *. - Lewiston, ME: I am very sorry sir but your ticket is already in the appropriate department and I assure you it will get the proper attention. I simply cannot transfer you to anyone else **** ********: I'm sorry , but I have to insist - I need to speak to a supervisor now. **** *. - Lewiston, ME: I am sorry sir I cannot transfer you. **** ********: Carbonit does not have a supervisor for customer support nor do they have an escalation process? I find that difficult to believe. I need to speak to a supervisor now. **** *. - Lewiston, ME: I am sorry sir I cannot transfer you, I will be happy to assign this issue to myself and follow up on this to make sure it gets resolved. **** ********: when can I expect an update? **** *. - Lewiston, ME: I will be happy to follow up on this on Monday. **** ********: why can't I get an update today? I've already waited 3 weeks with no response from anyone. **** *. - Lewiston, ME: I will be happy to follow up on this later today, however I do not know if there will be any changes in regards to its status. **** ********: alright - I am on central daylight time so I am at least an hour behind you. I can expect an update before 4pm eastern time? **** *. - Lewiston, ME: I will email you and let you know the status. **** *. - Lewiston, ME: Is there anything else I may be of assistance with? **** *. - Lewiston, ME: Are you still there? Please respond and I'll keep this chat session open. If you have not responded within a couple of minutes, I'd have to close the chat. **** *. - Lewiston, ME: Thank you for contacting Carbonite. I hope you have a great day! **** *. - Lewiston, ME has disconnected.

Desired Settlement: I want them to refund my American Express for the $59 that they charged for a renewal that I cancelled.

Business Response: Hello Mr. ********,

I see that your requested refund was issued on 3/19/12 for $59.00 through our regular Customer Service channels.  I'm sorry to hear that you had a problem with this unintended renewal.

Sincerely,
***
*** ******
Director of Customer Service

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/27/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite's service is so bad that it falls far short what is advertised. Your data is not safe on their on line storage site and as evidenced today March 4th their servers were shut down for maintenance. When can I get access to my files.... between one and three days according to Carbonite.

Desired Settlement: Revert to a more professionally operated on line file storage stie.

Business Response: Hi Mr. ******,

It was a pleasure to speak with you today.  Again, my apologies for the issues you experienced with our Remote Access feature.  When you are ready to address the remaining questions you have please give me a call or reply to my email so that I may put you in contact with my Mac specialist.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I called customer service to cancel my policy that was paid for on Feb. 17, 2012 for a one year term. ****, the representative told me that if I am cancelling due to ads being pulled from Rush Limbaugh show, I cannot have any refund. I found that to be a bit of an odd way to state that. There are over 300 days of service that I do not want and would like refunded. This service is prepaid. I no longer want the service.

Desired Settlement: I would like refunded for that unused days starting March 5, 2012. I would like my service to end to day, and my monies refunded to the exact account that paid for them.

Business Response: Hello Ms. ***,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2009 and have renewed your subscription three times since that initial installation and your service is functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do no issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your account via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computer which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Carbonite unnecessarily injected themselves in politics by pulling advertising from Rush Limbaugh's radio show over Rush expressing his opinion over current events & people involved in those current events. Since Carbonite obviously does not value freedom of speech, and did not need to inject themselves in some controversial remarks, I wanted to end my business relationship with them. I called them to request a pro-rated refund. Carbonite refused. I will NEVER do business with a company like this that does not honor their customer's desire to leave, when there is no written contract, only a prepaid amount for service. Not only that, the customer service rep was quite surly when I explained why I was requesting a refund. I currently have 4 computers subscribed to Carbonite, 2 at home & 2 at my business. Carbonite obviously does not care about their customers & treats them with complete disregard on a sensitive topic.

Desired Settlement: Pro-rated refund on both of my Carbonite accounts for 4 Macs for the time that remains unused.

Business Response: Hello Mr. ******,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2009 and have renewed your subscription three times since that initial installation in addition to purchasing our product for additional computers, and your service is functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your accounts via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computers which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription periods, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 

Sincerely,
***
 *** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I am dissatisfied with a sudden change this past weekend in Carbonite’s advertising policy and practice. Coincident with my wish to cancel Carbonite service immediately, I am seeking a pro rata refund for remaining term of service (approximately one residual year in what was originally a three-year term). The Carbonite customer service representative, after I finally got through by phone earlier today, stated that Carbonite does not issue refunds. My initial response was to indicate that I would wait to terminate Carbonite’s online file-backup service at the expiration of the three-year term. But upon re-thinking the issue, I have decided to cancel the service anyway. And so I have removed my back-up files from the Carbonite server and uninstalled the Carbonite software.

Desired Settlement: Carbonite to notifiy me — i.e., that a refund will be mailed / credited to me immediately upon my customer-initiated cancellation of service, and then to follow through on implementing that refund.

Business Response: Hello Mr. *****,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2010, purchased a three year subscription, and your service continues to function properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your accounts via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computers which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription periods, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information.

Sincerely,
***
*** ******
Director of Customer Support
 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased Carbonite backup at a three year price in 2010. Today, I decided to cancel my service due to a public announcement of the company essentially stifling freedom of speech and requested a pro-rated refund of the remaining unused product. The customer service representative notified me that he was unable to do this since the company does not give refunds on product purchases, regardless of reason.

Desired Settlement: I would like to see the company change its policy regarding refunds on a pro-rated basis and a retraction of their public statement. The company, of course, reserves any right to support or not support individuals, but public statements essentially forcing a certain type of speech are unacceptable in this country of freedom.

Business Response: Hello Mr. ********,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB. 

Carbonite provides a free trial version of our service so our customers can "try before they buy". In your case, you utilized this trial offer in 2010 before purchasing your subscription and your service is currently functioning properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  

If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your accounts via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computer which effectively cancels your subscription of Carbonite.  If you wish to request that your data be deleted from our servers before the end of your current subscription period, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information. 

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/27/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: carbonite actively funds radio commercials on the rush Limbaugh show and pays for his endorsement . mr Limbaugh recently referred to women who use contraception as sluts. when I contacted carbonite about this, they stated that, they dont take a position on his views, they just fund him. I consider this unethical.

Business Response: Hello Mr. *************,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/20/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: i signed up for the free trial of carbonites backup service. the backup was extremely slow and my files had not been fully restore by the end of the trial. i contacted support over chat on carbonites website and was unable to get my files or get a satisfactory resolution. i requested to speak with a manager and provided my contact information. after two days of no contact, i called carbonite to escalate the situation. i spoke with a customer service rep and they were able to extend my trial to restore my files. i then spoke with tech support to ensure my computers settings were correct and began the restore. again the restore was slow and my trial ended. i had called back to customer support to get this resolved. the rep advised i had to buy a year of service for something im not satisfied with. i requested to speak with a manager and again, gave my contact information. i have yet to speak with an actual manager.

Desired Settlement: offer a sure fire solution to restore my files. i am being told that carbonite have "gone above and beyond" to provide service thus far but if they have i would not have to constantly contact customer support and continue to escalate the issue. i do not wish to continue carbonites service as i was not satisfied with the service and quality. i am being told that antivirus software impacting the transfer rate. its bad enough i have to left my system vulnerable just to get my files back. i just want my personal files back which are being held by carbonite.

Business Response: Hello Mr. ****,

First my apologies for the delay in answering your complaint.  I'm sorry to hear that you had difficulty using Carbonite for restoring files. 

I'm not sure that we will be able to assist you further at this point as you were running under a free trial account which behaves differently than a paid subscription, but I will send you an email under separate cover and put you in touch with one of my senior support reps if you would like. 

Please look for my email and respond accordingly when you receive it.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response:

This has been the root of the issue with my experience with Carbonite - always a delay in a response. There was a delay in response while under my trial. There was a delay in response in requesting a resolution and speaking with a manager. Now there is a delay in response in this complaint. All of these delays impacted this trial period and now I do not have access to personal files. I dont understand the inability to provide access to my personal files. 

Regards,

***** ****

 

 

Business Response: Hello Mr. ****,

The inability to access your data is because you were on a 15 day trial that started on 12/13/2011.  That would have put the expiration date of your free trial at 12/28/2011.  You first contacted us on 1/5/12, 8 days after your trial expired.  The reason your restore stopped was because your trial had expired.  Our policy for customers wishing to continue using Carbonite for any purpose after the expiration of a free trial is that you must purchase a subscription.  You demanded to speak to a supervisor after a failed chat session, and your trial was actually extended rather than making you pay for a subscription to get your data back from us.  Your restore was not completed during the extension time granted to you, which has since expired again.

I offered to put you in touch with one of my senior support reps to help you with this and sent you an email directly to get this facilitated, but you ignored my email and chose to answer here instead.  Our normal policy with expired trials is to purge all data uploaded during the trial 15 days after it ends, which would have been 1/12/12.  Prior to my response to you I verified that the reps you were interfacing with in January set a server flag on your account that delayed the normal purge cycle, and it appears that your data is still intact on our servers, fully 2 months after the expiration of your trial.  

Our front line reps do not have the capability of getting this resolved for you which is why I made the offer to have you speak with a senior rep.  We actually have no obligation to resolve this for you as your free trial expired on 12/28/11 and you never converted to a paid subscription, but I have made the offer to do so regardless.  If you do not wish to have us recover the data still on our servers, please let me know and I will have it purged immediately.  If you do wish to have us recover the data still on our servers, kindly respond to my original email and I will assign your case to one of my senior reps as originally offered.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response:

My initial trial had expired and I escalated the issue over chat to restore my files. The chat session didnt fail, I have record of requesting a supervisor contacting me. After days passed and no contact, I contacted support over the phone and requested a manager to resolve the issue. The rep was able to restore my trial but not for a full 15 days as 3 days have already passed. I continued to tech support where I verified the correct system settings, left my computer hardwired, and set it not to sleep. I reinstalled carbonite as directed and continued the restore. Without seeing any transfer rates, I cannot determine if its running to its potential. Again, my files did not restore. If you are unable to resolve the issue and just restore my files, then yes, please put me in contact with your senior rep.


Regards,

***** ****

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/20/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite website states: *Any file over 4 GB, including Outlook .PST files, must be manually added to your backup. I signed up for the service but they were unable to reliably backup a large (23GB) file. In fact, there representative indicated that they largest file they had backed up was about 18GB and when it was restored it was corrupted. This means that I paid for a service that was never intended to work, yet they allowed me to sign up for that service. I have email correspondence that I would love to pass along with you that shows that this company does not do what their website claims. The manager actually told me that the best option was to back up the large file on a thumb drive, which is ridiculous since they do offsite backup as their main service. They did refund my money back.

Desired Settlement: Require a rewrite of their website that plainly states that files in excess of "x" GB can NOT be backed up. Additionally, make it clear on the website that any large file backups are throttled back to a speed that would cause backups to take a month or more. They are falsely advertising their product right now!

Business Response: Hello Mr. ******,

First my apologies for the delay in responding to your complaint.  I'm also sorry to hear that you had issues using our product.  I see that you have already been refunded for your subscription due to your dissatisfaction with Carbonite.

Regarding your complaint, our website is in fact accurate, and our service works as advertised.  You didn't mention what version of Outlook you run in any of your correspondance with us that I was able to see, but Microsoft themselves only supported .pst files up to 20GB until the release of Office 2010.  So if you run Outlook from Office 2003 or 2008, that may explain some of the issue you were having.  Microsoft themselves created the scanpst utility for the corruption issue that my supervisor tried to explain to you.  It's provided with Outlook by Microsoft for excessively large .pst files that get corrupted, during regular use of Outlook, not by using Carbonite.  We will backup whatever Outlook produces providing it's readable, but the real issue is whether or not you can use it when you restore it to your system after a failure.  

There are some realities regarding files of that size; Carbonite is capable of backing them up, but just because you can do something, doesn't mean you should.  If your file was 24GB and the data in it static (unchanging), a file of that size would take a significant amount of time to upload over the internet.  In order for us to accept the copy of the file, it would have to transfer error-free, meaning first, that the file has no corruption in it, and second, that there are no transmission or network errors during the entire time the file is uploading.  In the case of a .pst file, most users have the file open everyday, getting and sending email, adding and deleting contacts, updating their calendar and adding and completing tasks, so this is a very dynamic file by its very nature with all the changes that happen daily.  A file of that size with daily modifications being made to it, doesn't really lend itself to online backup as the principle means of recovery.  Again, you can, but should you?  I would say it's a good plan B at best if want something usable that you can get to quickly after a system crash. 

Having a .pst file of the size you do is certainly your option, but not something that lends itself to reliable recovery after a system crash, whether you use Carbonite, a competing online backup company, or a local disk.  I am certain that you are in a very small minority of Carbonite customers who find themselves in this situation, but I do wish you well with whatever other option you've chosen.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response:

As is typical of Carbonite responses, the response from Mr. ***** does not address my complaint.  Nowhere in my complaint do I mention that the file that was not backed up was a .pst file, and in fact it was NOT.  My problem with Carbonite had NOTHING to do with backing up a .pst file, but rather the issue has to do with their inability to back up files that they say they can back up.  Again, look at the original complaint.  YOUR website states that files larger than 4GB can be backed up (including, apparently, .pst files exceeding that size).  So if that is possible, why does Mr. ***** say that it is not possible?  If the website states that it can perform a task, then I believe that you should be able to fill that requirement.  If Carbonite can't handle larger files (and they CAN'T), then state it on your website and train your CS people to understand its limitations.  I wasted my time and exposed my data by not being backed up trying to have a task performed that Carbonite doesn't do, yet if you look at the website and talk to their CS people they will not mention that.  My specific conversation with a CS person PRIOR to purchasing Carbonite was that I had a large file that needed to be backed up.  That CS person either was ignorant to the fact or chose to lie about the capabilities of Carbonite.

I have received a full refund, my only motive now is to have Carbonite advertise truthfully.  And for the record, prior to using Carbonite I used a competitor, Mozy, that did backup AND recover a 25GB file (non .pst).

Regards,

**** ******

 

 

Business Response: Hello Mr. ******,

You are absolutely correct in your assertion that nowhere in your complaint did you mention that the file you were trying to back up was an Outlook .pst file.  In fact, nowhere in your complaint did you mention what type of file it was.  The only file type you mentioned was a .pst file and I should not have presumed this to be your issue.

Nowhere in my response did I mention that we can't back up files over any specific size, though I did state that uploading a file of the size you mentioned may not be the best solution for reliable and speedy backup and recovery of it.  You were using our Home product, and it would seem that our Business product would be a more robust engine for that kind of operation regardless.  The issues we've seen with very large files have been related specifically to .pst files during import after restore, which you don't seem to have a problem with and is therefore irrelevant.  Microsoft has a utility that addresses many of the .pst issues anyway.

If we had a problem with backing up your large file, and I believe we did from your description of your experience, this issue would have had to have been escalated through our Tier 3 reps to the engineering group so it could have been identified and resolved.  As to the bigger issue of false advertising, this is the first I've heard of customers having difficulty backing up large files in over 4 years of running our support operations.

Again, thank you for trying our service, and I'm sorry that Carbonite wasn't the right choice for you  I wish you luck in finding a suitable solution for your online backup needs.


Sincerely,
***
*** ******
Director of Customer Support    

Consumer Response:

The following is an email I received from a Carbonite manager during the process of trying to fix the backup problems (dated 1/11/12). 

THE COPY OF THE CARBONITE EMAIL STARTS HERE:
  Response Via Email (*** *. - Boston, MA)
  01/11/2012 03:44 PM
  Hello ****,
 In terms of your backup issue, you pretty your own problem. I'm
not surprised a single or group 25 GB file won't work. With all of the parts
(thousand or so) with one data file, any little hiccup in your system
(network or OS) will cause cause Carbonite to loop and try backup the first
part of the file all over again. An corruption in the data packet transfer
and the backup will fail, and because it is the initial backup of a 25 GB
file, Carbonite will attempt to go back to the beginning of the file and and
start all over again, therefore never getting to your other files or
modifications. Any time out on the connection will simply create a loop back
scenario. 
Your better off creating a copy backup of the file on a USB flash drive or
other external media, in other words don't select that file for backup
through Carbonite, all other smaller files will be fine. The largest database
file I've seen backed up was about 16 to 18 GB, it was a Outlook PST with the
clients mail, contacts, etc. Even after it completed the file was full of
holes (corrupted due to the size) it had to be put on a flash drive, then
have a scan repair tool attempt to fix the corruption. Though we were able
get the file compressed and sent to the customer to use, the time and effort
was longer than either party would have liked. And as you pointed out
"Time is money", then a lot of time and money was spent to remedy a
single large file. 
I have reviewed your log files; I noticed you used **** (not that it's
significant) as well for the ******* data files; but I take it **** is not
running on the computer any more, as this will cause a conflict with
Carbonite running at the same time (which I'm sure you already knew).
 9120:Pending file "**************************** ******************************************************* ***********************************
 1********* * ************** ****** ** **** ** ** *********** ******************************* ** ******** ********** * ************ ** *********** **** ***************************** ******************************************************* *********************************** **** ****** **** ***** ***** **** * *** **** *** ******* *** ****** *** ***** ****** ****** *** **** **** ****** ** ** ** *** **** *** ********* ******* ****** ***** ******* ************** **** ***************************** *********** ************************************ ************************************* *********** ** **** ** ********** ***************************** *********************************** ******** *** ******* *** ******* ** ** ********
 I also noticed the entries repeat as Carbonite attempts to upload the same
file. Basically looping because it can't complete the file. 
Resend pending backup is 1 files / 24G bytes
The Carbonite backup server has requested resending 1 files / 24G bytes
 The Carbonite backup server has requested resending 1 files / 24G bytes
 *******************************************************************************************
 Deselect the file, and you won't have a problem. If I escalate this to my
escalation solutions team, they will come to the same conclusion. 
Sincerely,
*** **
Carbonite Customer Support Dept. Supervisor
 www.carbonite.com
************

END OF EMAIL FROM CARBONITE

As you can see, even the department supervisor acknowledges that the file can't be backed up.  Again, Carbonite is not advertising truthfully (note that the department supervisor's "fix" is to NOT back up this file).  I also have an email from Carbonite where they state that they throttle back large files, i.e. so it takes longer to back up. 
***'s claim that I stopped the backup is true.  The backup had been ongoing for about three weeks and I felt the need to stop trying to back up the one large file so I could back up smaller files.  One last note....I mentioned that I had backed up and recovered successfully with another product (****), and I also have backed up successfully with a new company (SOS Online Backup).  So at least two competitors successfully do what Carbonite says they can do on their website, yet their manager tells me to use a USB flash drive to back up the large file.  I'm not sure what use the back and forth responses are doing.  I believe the email I have included is quite damning in the sense that a Carbonite manager states that they cannot reliably backup this file.  They need to change their website, it is false advertising!

Regards,

**** ******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

3/19/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I contacted Carbonite on March 6, 2012 and told them I wanted to cancel my subscription. They walked me through the uninstall process and asked why I was cancelling. I told them it was because they chose to cancel their services with Rush Limbaugh due to a political dispute, and since I agreed with Rush Limbaugh, I felt it necessary to cancel them. I asked them how long it would take to process my refund, and they informed me that the company had decided NOT TO REFUND anyone who cancelled due to this dispute. I don't know, but it seems to be that this could very easily be considered robbery, since they are keeping money for which they are not providing a service, AND they are penalizing me for doing the EXACT same thing they did with Rush Limbaugh.

Desired Settlement: Refund to my credit card

Business Response: Hello Mr. ********,

I appreciate that everyone is entitled to their opinion.  Thank you for expressing yours through the BBB.

Carbonite provides a free trial version of our service so our customers can "try before they buy", which you availed yourself of before purchasing your subscription.  Your service continues to function properly.  Our refund policy is documented in the Terms of Service available at www.carbonite/com/terms.  We do not issue pro-rated refunds for unused time on cancelled subscriptions.  If you wish to cancel your service, please email us at customersupport@carbonite.com. We do not provide customer support via the BBB website.  Cancellation will take effect at the end of your current subscription period and you will no longer be able to access or use any Carbonite Services. Alternatively you may log into your accounts via our website, turn off auto-renew if it is active, then uninstall Carbonite from your computers which effectively cancels your subscription of Carbonite. 

If you wish to request that your data be deleted from our servers before the end of your current subscription periods, please note that in your cancellation notification.  You will be sent an information request verifying account ownership and your data will be deleted from our servers after receipt of all required information.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I am very unhappy that Carbonite has the option of exercising their free speech at no expense to themselves, but if I try to do the same thing, I am not entitled to do so without incurring charges.  I will assure that my subscription is NOT RENEWED, and I HAVE reinstalled Carbonite because if I have to pay for it, I WILL RECEIVE WHAT I HAVE PAID FOR!  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/19/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had heard such wonderful things about Carbonite I tried it and was going to pay, but it said wait and do free trial. No where did it allow me to pay. Never in a million years did I think I would need so soon. I was on business trip and my husband called me and said our computer crashed and it was not even a year old. **** *** said that company would clear items...I said we have carbonite. My husband had let me handle the Carbonite. Went to retrieve info from Carbonite and **** siad we did not pay after trial and all info was destroyed. I attempted t explain to him and asked for supervisor he said none were available. I said I know there is a way to pull back info ...please please try my mothers pictures are in there and she has passed a way a year ago. All he could say was I am sorry and no supervisor available. I will never recommend this company to anyone. I have read testimonials and about the owner of company and the honor. This seems like such false advertisement. Documents can be redone with a lot of work, but cherished pictures of my mother can NEVER be replaced nor can pictures of my children's celebrations. HURT can not even begin to describe my pain.

Desired Settlement: An effort to retrieve my pictures..I am not as worried about documents but my pictures mean the world.

Business Response: Hello Ms. ******, I'm sorry to hear about the loss of your data.  I have looked into your situation and confirmed that the normal communications and data retention flows we have in place were followed with your trial.  I can see that you started your trial on 6/14/11, and it expired after 15 days on 6/29/11.  During a trial and for a number of days after expiration we send multiple emails encouraging the purchase of a subscription.  I have record that you didn't receive these notices because either your email provider or ISP rejected them, giving us a bounce message with each email that was sent.  There are a number of possible reasons for this and I couldn't venture a guess as to why these email communications weren't passed through to you. The first record of communication from you about your Carbonite trial was received in our support group on 7/18/11.  After expiration of a trial we retain data that is uploaded to our servers for fifteen days.  This contact on 7/18 was made four days after your data had already been purged from our systems on 7/14/11.  I'm sorry to have to tell you that there is no way to retrieve the data once it has been purged. Sincerely, *** *** ****** Director of Customer Support      

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

3/19/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I read and reviewed the website and purchased a 3 year contract from this company. The advertising said they service would automatically back up my computer. After buying and paying for the service, I found out that I have to manually upload any files I have on my computer that need to be saved. It is not an automatic service. Once I paid for the service and went back to the website to figure out how to correct the problem I find that they have set themselves up to automatically renew their charges.

Desired Settlement: I want a complete refund of my $139.00

Business Response: Hello Mr. ****,

I'm sorry to hear that there has been any misunderstanding regarding Carbonite.  Our product does indeed back up your files automatically.  It happens in the background and there is nothing for you to do after installation.  It appears that you had some kind of problem when you initially tried to install Carbonite on your system as there was no data backed up to our servers.  This is usually the result of security software on your system, such as your firewall or other malware protection software you have installed.  One of my support reps could have easily corrected this for you.

At the time you made your purchase, you were given the option to deselect the auto-renew checkbox on the purchase page, it is in plain sight.  As with most subscription services, auto-renew is the default option, but there was not any intentional misrepresentation of this fact, and you could have easily deselected the option had you noticed it.  The check box is not hidden from view.  I have authorized a full refund of your subscription price, and you should see the credit post to your account within the next few business days.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/18/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have had Carbonite service for several years. Last week ( February 28th) I needed to restore all my files. The restore did not function properly so I contacted support. After several attempts, they were unable to resolve the issue and said it had been escalated. I was told to expect a call within 2 business days. I still have not heard back, and am now told that I will need to wait another two business days before hearing back from anyone at technical support. Keep in mind, this is the only thing that i pay for . . . the ability to restore my files . . . and they can't even respond to my issue.

Desired Settlement: I need my files restored immediately.

Business Response: Hello Mr. ************,

I'm sorry to hear you had difficulty with your restore and getting timely support to get it running.  Your circumstances were unique because of the original product you purchased and required special attention from our engineering department, which is not available as part of our normal support operations.  I see that your initial issue has already been resolved, but I've asked one of my senior reps to contact you to ensure you have restored all the data you needed to get from your backup.  Please let us know if we may be of further assistance.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint. It was still terrible customer service and I would not recommend them to my worst enemy but the situation was finally resolved. 


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I renewed and extended my service in advance, for one year, on February 19, 2012. I now wish to cancel that renewal and receive a refund. The company claims that refunds of unused portions of the plan are "against their policy." I maintain that I am entitled to a refund because the renewal has not yet gone into effect. That is, I am still on the remaining portion of last-year's contract. I have 439 days left, according to Carbonite, which means the renewal has not yet gone into effect (and so, in effect, has not yet been "delivered"). I am not demanding a refund of the unused portion of my present contract, which Carbonite does in fact state as being against their policy. I am demanding a refund for a purchase that I wish to cancel, and that has not yet gone into effect. That's different.

Desired Settlement: I want $59.99 refunded to the debit card used to make the extension payment.

Business Response: Hello Mr. *******,

My apologies for the initial rejection of your request.  I've reviewed your complaint and verified your account information.  You are correct and your request is valid.  I have authorized the refund of your most recent subscription purchase which will appear as a credit on your account within the next few business days.

Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.


BBB's Final Determination: Consumer accepted resolution offered by the business.

3/9/2012 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a years service from Carbonite to manage the back up service of all documents/photos/etc on my personal home computer. One one point during the year that computer quit working and I purchased a new one. When I called carbonite to get assistance with the transfer of the back up from the old laptop to the new one the several associates I spoke with were useless. I was told someone would return my call to help find out why the could not complete the data transfer and no one did. I was never told at this point that if the transfer was not completed correctly and the issues not fixed within 90 days the info they were backing up would be lost. I was never told there was a possibility it could be lost PERIOD. It was months later when I called back and tried to get assistance again. After being transferred to several associates I did speak to one very helpful woman who advied me that it seems my information was all lost. She spent an hour working with me but it seems the last associate failed to help me transfer information and just let me files expires. I'm sure you can understand how devistating this is being there were years of photos and memories on this back up. Because of the failure of the first associates I spoke with to properly assist me my information was lost. I asked for a supervisor to call me to discuss... that never happened. I did get an email from a supervisor 2 weeks later, but to this day no one has called me.

Desired Settlement: I want a refund of the ENTIRE price I paid for the carbonite service. There service did NOTHING for me and actually caused me to lose date. All dates and the exact price I paid are estimates. I cannot remember but it was approx one year ago I purchased the product. Cost was between $59-$70

Business Response: Hello Ms. *****,

First my apologies for the delay in answering your complaint.  I'm sorry to hear that you had difficulty with our support organization and using our product.  I've authorized the refund of your subscription price as reqyested in the amount of $54.95.  Our finance department will have to issue you a check as the purchase is over a year old and cannot be credited to your credit card at this point.  You should receive the check within the next couple of weeks.

Sincerely,
***
*** ******
Director of Customer Support 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Billed my debit for an unauthorized automatic renewal. Had only an expired card - somehow billed it anyway.

Business Response: Hello Ms. ********,

First my apologies for the delay in responding to your complaint.  I see that your renewal purchase was already refunded on 2/3/12 by our finance department via a credit issued to you account.  Updated credit card information is routinely provided by banks for subcriptions with auto-renewal enabled on them.  I'm sorry to hear that you had a problem with this unintended renewal.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/9/2012 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I let my one year subscription to Carbonite expire. I did not provide them with updated billing information as I did not wish to continue my service. I activated my credit card today with a new expiration date and beofer I can blink, these guys slap me with a $59 renewal fee. I did not with to continue my service that is why i did not update my billing information when my one year subscription ended. I find this practice to be highly predatory on customers that have clearly made no attempt to use the ervice or update their billing information. I have sent them notice via email and will contact customer service just as soon as possible

Desired Settlement: Full Refund of my charges. I plan on filing a dispute with my credit card company on Friday.

Business Response: Hello Mr. ****,

First my apologies for the delay in responding to your complaint. 

I see that your requested refund was issued the day after you filed your complaint with the BBB on 2/10/12 through our regular Customer Service channels.  Updated credit card information is routinely provided by banks for subscription services with auto-renewal enabled on them, and not something Carbonite did with any ill will.  I'm sorry to hear that you had a problem with this unintended renewal.

Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/16/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have a 36 month agreement paid in advance in April 2010 for the use of Carbonite computer online backup service. I found in early October that my data was no longer backing up to carbonate. I contacted their customer service multiple times over the last 7+ weeks with Carbonite having me do the same time multiple times. Finally I was instructed to copy a number of files and email to carbonate support along with a 4 hour window on 2 separate days I would be available to take a call from a supervisor which I did and was never contacted. I attempted to contact Customer Service for the past 2 weeks with no reply until Wednesday11/23/11. By then I had already subscribed to another service and ask Carbonite to refund the balance of my subscription since they had been unable to solve the problem. They replied that the refund would be against their policy and could not give the refund but offered to work on the problem again.

Desired Settlement: The refund of the unused portion of my 36 month subscription.

Business Response: Hello Mr. *********,

First my apologies for the delay in responding to your complaint.  I'm also sorry to hear you have had problems with Carbonite's product and support organization.  Under the circumstances, I've authorized a full refund for the purchase price of your subscription.  Due to the time that has elapsed since your credit card payment, I will have to have my finance department issue you a check which you should see within the next few weeks.


Sincerely,
***
*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I went to the Carbonite site in May of this year and purchased unlimited backup on a 1 year agreement. I then mustered over 170gigs of backup files and began to upload the files to Carbonite. The process went smoothly until August when my PC crashed. At that point, the process was 90% completed. I was able to get the system back up in mid September and sent the remainder of by backup set. I went to Carbonite.com to view my available files and only the files I sent from mid September were listed. The 90% of my collection that was uploaded prior, was not listed. I filed a support ticket on November 3rd, (*************). I requested that Carbonite restore my online backup set to a date of 9-1-2011 which was prior to when I began sending the remaining 10% of my file set. I have 23 years IT experience and I know it only takes 20 minutes to restore from a backup. This is not a complex issue, after all, this company is expert at backups. I received a response from a ***** * in ***** ***** Hello and thank you for contacting Carbonite Customer Support. We are sorry for the delay in responding. Your previous email was escalated to the next service level due to the complexity of the issue and they will respond to you directly. We will send today's email to them as well as a backup reminder that you are still awaiting response. Thank you for your patience! I have requested an update on the 11th, the 17th, and again on the 18th. In addition, their CEO, ***** ****** posts his email address ************@carbonite.com. stating is is very sympathetic to customers in this situation, soliciting we email him with questions. In addition to the above, I have written to him twice but he also does not respond. Carbonite has files I cannot replace, and they are refusing to respond to me, or the issue. I am heartbroken, and very frustrated.

Desired Settlement: First, I would like Carbonite to restore my online backup set to what it contained on 9-1-2011 so that the majority of my files are available. Second, I would like a reasonable explaination as to why Carbonite and ***** ****** insisted on not responding to me, and leaving me no alternative but to file this complaint, and notify my credit card company.

Business Response: Hello Mr. *********

I have researched your case and have been unable to find any record of emails to our CEO, ***** ******.  All those contacts come through our support system and I should see the history of any exchanges through it.

I'm sorry to hear that you've had issues using Carbonite.  I see that we have already refunded your purchase price of the subscription you bought, and have also kept your account active for an additional year.  As best I can tell from the history I can reconstruct, it appears that the data you had uploaded to Carbonite prior to having your computer serviced no longer resided on your computer after the service was completed.  This is often the indication that a hard disk replacement was done.  If that was the case, you would have needed to restore the data that was previously backed up by Carbonite to the new disk drive in order for it to remain in your backup past 30 days.  The program would have prompted you to do so when you reloaded on your system.

Customers sometimes confuse Carbonite for an archiving service, meaning that we keep copies of your data indefinitely.  We are actually a backup service, meaning that in order for us to keep a copy of your data, it needs to physically reside on your computer.  If you remove the data from your computer, we give you 30 days to restore it from your backup, then purge it from our systems.  Again, I'm sorry if this was the case, but we cannot retrieve this data at this point, there are no other copies of it in our facilities.


Sincerely,
***

*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/14/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: The website is very decieving. I wanted to sign up for the Home version at plus or minus $50 per year and some how I got signed up with thier Business program which costs plus minus $50 a month. Since I signed up 2 computers at the end of the month it took me 4 months to realize what they were doing. Since almost never answer emails it took me another month to realize what happened. When I explained to them the mistake and requested to be switched to my shock and amaizment they said that they would not credit me with what I have already paid. the fact that thie monthy and yearly charges are almost the same is very decieving and I venture to say on purpose. I have signed up with the home program using another creditcard. Thank you for you time

Desired Settlement: They need to refund the money to my creditcard for all charges with interest and make thier programs more clear so a person wont make a mistake. As I mentioned I have signed up our 2 computers with thier Home Version using a different creditcard.

Business Response: Hello Mr. *****,

At the time you signed up, we actually had two separate websites.  The website you signed up through specifically identified itself as being for our business product, Carbonite Pro.  Had you read any of the information on the website relative to how the business service billing was calculated, there would have been no confusion on your part at all.  In actual fact, you started the account in December of 2010 and the 30 day trial on the account ran until January.  The billing on the account started in February of 2011 for the month in arrears.  You received 8 charges as part of the monthly billing cycle starting in February associated with the Pro account you started.  The first 2 were in the amount of $10, the next 3 were in the amount of $25, and the final 3 were in the amount of $50.  I believe the annual price of our Home product at that time was $54.95 for a year, which is neither $10, $25 or $50 (plus or minus).  I don't see how this billing could be construed as being deceptive, at all.
 
With a Carbonite Pro account, which has since been replaced by our Carbonite Business product and carries an annual fixed fee, the monthy bill is based on the amount of data you have backed up on your computers.  With Carbonite Home, you pay for each computer that you cover with a subscription.  I can't speak to what it was that you were thinking when the first monthly fees appeared on your credit card statement, but there was no deception either intended or carried out.  That it took you 4 months to bother trying to contact us about the problem, successfully or otherwise is a different matter.

Our website is clear, our pricing is clear, the product you choose when you sign up for Carbonite is clear.  That you used our service as it was for months before attempting to contact us about your mistake is clear.  I would be happy to refund the last two month's payments you made against your Carbonite Pro usage in the amount of $100, but that is all I can see myself clear to do given the circumstances.  You were actively using the account and space on our servers for the entire time you were signed up for the service.


Sincerely,
***

*** ******
Director of Customer Support     

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/13/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased a one year subscription in March of 2011. The price was $54.95 for the year. After spending hours and multiple attempts trying to backup my computer, I was never able to use the product successfully. I spent more time troubleshooting the issues. The main issue was that whenever the program was running, my computer would become unresponsive and have to be restarted. I have a newer computer with an ample operating system and storage capacity. I contacted customer support and they refused to address my issues. Their responses were clearly cut and pasted and it didn't seem like they were even reading my message; some of the messages were borderline rude. I requested a full refund, and it was never addressed. I gave up on the product ever working back in August 2011.

Desired Settlement: I am requesting a full refund of $54.95 since I was never able to use the product and customer service was unable to assist me with my issues.

Business Response: Hello Ms ******,

I'm sorry to hear you've had difficulties with Carbonite.  I've authorized a full refund for your subscription price.  You should see it post to your account within the next few business days.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

***** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/11/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Carbonite incessantly advertises that if disaster strikes, your computer needs to be backed up. There's no questioning that, but I have little confidence in the product and service they provide. My problems began with finding out that Snow Leopard, when it was first introduced, was incompatible with Carbonite. This rankled me because there was no warning by email, etc. not to install Snow Leopard if you wanted Carbonite to back up your files. For months I (and presumably many others) waited for the solution, our files in jeopardy. I complained to Carbonite that we, as consumers, should have been warned about this BEFORE installing Snow Leopard. Apparently that fell on deaf ears, since the very same thing happened with the introduction of Lion. Again, no email warning and a wait of more than a month before files were being backed up. Meanwhile, shills like *** ******* and many, many more inundated us with commercials about how Carbonite was there for us if a disaster struck our computers... Mr. ******* even went so far as to criticize ****** for not being immediately compatible with Lion, then launched into a commercial for Carbonite, saying they would never be so behind in their development... a flagrant lie in light of the fact that their product wasn't ready and my computer and many others were at risk because of it. So eventually there was a "compatible" product... but for months I have complained about a major bug with the program. It shows folders with green dots (meaning they're backed up) that contain yellow dotted files and subfolders (meaning they're not backed up). I have sent screenshots of this and all I've heard is an occasional "we're working on it". So which files are backed up and which ones aren't remains a mystery and it's obviously much too difficult to check each one to see if it appears in the "restore" section of the Carbonite service. And by the way, the opposite is true also... yellow-dotted folders with all green files and subfolders. I, like many people who have complained here, was told a senior tech would be consulting me by phone... but it never has happened. I have complained to David Friend who puts out his email address, but chooses not to respond. I want the service to work, but I am getting so frustrated I'm beginning to believe I should give up. I would not recommend Carbonite to anyone who reads this.

Desired Settlement: Solve the problem... and stop your fraudulent and misleading advertising until you do! Yeah, right...

Business Response: Hello Mr. *****,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had issues with our product on your Mac.  I believe that our engineering group has resolved all the issues seen using our product with Apple's Lion release, but I have authorized a full refund on your subscription.  You should see the credit post to your account within the next few business days.  I have also kept your subscription active for 6 months in the event you choose to keep using Carbonite or wish to make other arrangements for backing up your system.


Sincerely,
*** *** ******
Director of Customer Support

Consumer Response: I did not ask for my subscription to be cancelled... and I don't appreciate the presumption that I want that.  My complaint was about the lack of warning and deceitful advertising that occurred before installing new versions of Mac operating systems rendering Carbonite useless for months (the case with both Snow Leopard and Lion)... and the fact that yellow dots are still showing for folders containing all green-dotted files and green-dots are showing up on folders that contain yellow-dotted files... to rebut your statement, this issue with Lion has NOT been resolved by your engineers.  I have sent numerous screenshots to them (never hearing back, as promised)... look it up!  Do not cancel my subscription... just get it together... spend more time and money on your technical issues and less on advertising!  

 

 

Business Response: Hello Mr. *****,

My apologies, let me make myself clearer.  Our engineers fixed the issue with our software caused by the modifications that Apple made to the Mac filesystem as it impacts the use of Carbonite.  Customers who had backed up under Leopard or Snow Leopard may not see final resolution of the issue until it works its way through the entire backup data set.  In your case, you have in excess of 385,000 files and for all practical purposes may never see resolution of the issue depending on how the OS changes may have impacted the files in your backup and the way Carbonite has to deal with them.  Alternatively, you could start your backup over from scratch, but that is less than desirable for most customer situations.

That is the reason I offered you a refund.  I am also more than willing to keep your subscription active for free until our new version of Carbonite is released later this year.  Our development group has chosen to work on a new release that is based on the Lion OS release and its structural changes rather than putting additional effort into making the existing version any more functional than it currently is with Lion.

Let me know how you would like to proceed and I would be happy to respond accordingly.


Sincerely,
*** *** ******
Director of Customer Support

Consumer Response: I will accept a full refund of my money and the 6 months of backup that will be necessary to see if the newer version of Carbonite corrects the current problems with the system.  In the meantime, I will be forced to subscribe to a different backup service, since I can not in any way be sure that Carbonite is backing up ALL of my designated-for-backup files and folders.

My intuition about Carbonite was correct.  The system is STILL not safe nor practical for Mac users who started with Leopard, graduated to Snow Leopard, then went on to Lion.  More onerous is the fact that Carbonite did not listen to my pleas after NOT warning customers before installing Snow Leopard, to not upgrade to Lion before Carbonite was compatible... all the while advertising that Carbonite was a safe system for backing up files, when the truth was that Carbonite wasn't reliable at all (for months while this incessant advertising was going on, I was acutely aware that it was literally impossible for Carbonite to backup files, because of these compatibility issues.  

While I did not ask for a refund, but rather a solution to the problem (which appears to be unsolvable at this time), I was told that a refund would be posted in a few days.  There has been no refund to date.  So to be satisfied, I would need to receive a refund check or credit to my credit card account.  Thank you.    

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/5/2012 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for Carbonite back up service in May. When signing up for the trial they knew my back up requirement was for 400+ gigabytes. They did not disclose that after 200 gigabytes their service would slow to a 100k or that after 430 gig they would not provide any backup at all. They failed to disclose the limitations of their service knowing full well that they would not be providing the service I required, but they took my money anyway.

Desired Settlement: I want my money back. Since they fraudulently took my money knowing they would complete the backup as needed. They knew how much backup space I needed during the trial and never disclosed they would not provide the service I paid for.

Business Response: Hello Mr. *******,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you feel you were misled in any way.  You actually signed up for our service in February 2011, not May, though the subscription does show that it was moved from one computer to another in April.  We state very clearly what customers can expect with regard to backup speeds for uploading your data during your initial backup.  Customers with backup sets the size of yours make up less than 2% of our customer base, and consequently are not representative of a normal user profile, which is what our service is gearer towards.  Our bandwidth allocation policy for customers with very large amounts of data is stated in the following Knowledge Base article available through the public support section of our website  - ****************************************************************************.  We have no way of knowing how much any customer will choose to back up using Carbonite, and frankly, neither do most of our customers.

I show no record of you contacting us when you signed up for our service, so am unclear on what you mean when you state that Carbonite knew how much you were backing up, but took your money anyway.  I show your first contact with our support organization being made in early June, almost 4 months after you started using Carbonite, at which time you had already backed up over 248GB of data from your system to our servers.  

I have authorized a refund of your subscription price and will have it processed today.  You should see it post to your credit card within the next few business days.


Sincerely,
*** *** ******
Director of Customer Support 

Consumer Response: Better Business Bureau:



I'd like to add that at no time was my data ever backed up. And that they

never advised me they would slow the upload speed so much that it never would be

backed up even in the whole year term of the service. They say that they clearly

indicated this in their fine print somewhere. But had they told me I could have

canceled and found another method. They were not forthright in disclosing the

real fact that I would never be backed up. I do accept the offer of refund from the business

Regards,



****** *******

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******.

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *******

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/4/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased carbonite online backup while I was using a Windows computer. The service does not state on any advertised page during purchase that if you switch to a Mac you can not download your backup files. They said the only way for me to get the files backed up through Windows is on another Windows computer. Their service is advertised as being available on Mac and PC but does not specifically state they are incompatible. The only way to find that on the site is to search in the help section. Obviously most peopled not read through customer support before making a purchase. Customer support was unwilling to help besides showing me the page in cutover support that says it is incompatible.

Desired Settlement: I want a refund for the unused months of service because I can not transfer service without losing my backup. I want an apology from the company and for them to consider making customers more aware of how the service works.

Business Response: Hello Mr. ********,

I'm sorry to hear that you've had difficulties using Carbonite.  I've authorized a full refund of your subscription price.  You should see it post to your account within the next few business days.

The restriction on compatibility is due to the difference in file systems.  You can create a Windows compatible space on your Mac and restore the Windows file data to it, and then read the Windows created files in any way your Mac will let you, but Carbonite was developed as a backup solution, not a filesharing solution for dissimilar operating systems.


Sincerely,
***

*** ******
Director of Customer Support 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/4/2012 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a Carbonite subscription to backup my personal computer. Product seemed to work for a few months. Recently I began getting error messages regarding my backup. I logged on to my account and tried to follow Carbonite's instructions for a reinstall. I tried the reinstall several times. It did not work. I called Carbonite and spoke with ******* in ********, *****. She told me that I needed to remove Carbonite from my computer and then reinstall. I asked why, she said I probably didn't log on and download the latest software. The slogan on the Carbonite front page says "automatic". I pointed out the "automatic" slogan and she said that is only for the backup. She told me that I should read more about the products I am buying before I purchase them. She then gave me a lecture about purchasing items without reading the details. I asked her to stop lecturing me and she continued. I then asked to talk with her supervisor. She said she would put me in the cue for a call back from a supervisor... she did not know how long the wait would be.

Desired Settlement: Remove automatic from advertising. This is not an automatic product.

Business Response: Hello Mr. *****,

I'm sorry to hear you've had difficulty with the Carbonite product and support staff.  I have authorized a full refund for the purchase price of $59.00 on your subscription.

Carbonite actually is automatic.  Both backup and version upgrades happen automatically in the background.  The errors you were seeing that caused you to contact us in the first place is more likely the reason that your software didn't upgrade automatically.  My apologies for any confusion.


Sincerely,
*** *** ******
Director of Customer Support

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/3/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We called Carbonite over 10 times within 5 hours time. We would be put on hold for over 30 minutes at a time and then be disconnected. At one time we were on hold for almost an hour and a half before being disconnected. Three voice mail messages were left that went unreturned. Trying to utalize their online chat with customer service was ignored, trying to email them did not work either. We have had a computer down for 6 hours with no response from Carbonite

Desired Settlement: I belive our bill should be adjusted since Carbonite is not living up to their end of our agreement in providing service and support for their product.

Business Response: Hello *****, First my apologies for the delay in responding to your complaint.  I'm also sorry to hear that you've had problems using the Carbonite product and accessing our support organization. I have checked our case management system and see no record that you successfully interacted with us or sent us an email.  I've sent you an email under separate cover and will put you in touch with one of my senior reps if you would still like to have your issue looked into.  I would also be happy to adjust your billing to reflect the level of service you've received from us after hearing from you. Sincerely, *** *** ****** Director of Customer Support

Consumer Response: First, we probably made 8-10 calls over 2 days to get a problem resolved.  We tried phone system with long holds where we were disconnected or referred to other numbers, we sent emails with no response and we tried the chat which did not work at all.  Since this reply I have tried to pay the annual fee and they were unable to take the credit card over the phone.  I have tried 3 times to make the payment but have been unable to find a quick link to let me do this.  The site is not friendly to do the update to your new system - which has gone from monthly to annual premiums.  I tried doing this in November when there was a discount and free month.  I would like these since I have tried to take care of this as well as a loss of information.  I really would like a call to handle this tomorrow or Tuesday so we can both move on with our business concerns.   ***** is my CSR who wrote this in behalf of all our frustrations in resolving two separate issues. thanks for your attention to this request..............***** ****, Customer Service Manager  Phone ###-###-####    

Business Response: I would be happy to have a representative call on Tuesday. *** ****** Director of Customer Service    

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. Regards, ***** ****

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/2/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: My Carbonite backup service has not functioned correctly since September 22, 2011, closing in on two months now. During the course of this dysfunction, I have made repeated attempts to their customer service department. I have contacted carbonite via phone, chat, and email. My repeated phone attempts have resulted in long wait times, repeated transfers to longer wait times and disconnections. My chat attempts have been slow, unresponsive and also resulting in disconnections prior to addressing my issue. I have since written a letter detailing my technical support problems via email to the CEO and Board of Directors using the link provided on their website. I did receive a response and a phone call from this letter outlining the escalation of my issue and attempts to schedule a call to resolve me issue. My scheduled call was for 9am this past Friday November 4, 2011. I did not receive a call at that time. I called at 9:30 am and I was told they had network problems. I was sent a set of instructions via email to resolve me problem but they did not work. I scheduled another call for 12pm Sunday 11/6/11 for which I did not receive a call again. I called customer service at 2pm and waited approximately 45 minutes on hold for a technician. I finally was connected this technician was unable to resolve my issue. She transferred me to the escalation team where I waited another 30 minutes on hold only to be transferred back to the same technician that could not resolve me issue 45 minutes earlier. At that time, she accessed my computer, copied some log files and was going to submit those files to the escalation team who was supposed to contact me today, November 7, 2011. At this point, I have received no correspondence regarding those log files, nor an email or phone call explaining why I was not called on Sunday. I have spent countless hours attempting to resolve this issue with minimal progress. I pay Carbonite to backup my files in the event my computer should crash. I have now paid for almost two months of service that I have not received and my computer is vulnerable to crashing and losing all the data that I have accumulated since September 22, 2011. I believe this is an unacceptable level of customer service and at this point I do not know where else to go for help. I would like them to either care enough to fix my problem or tell me there is no solution so that I can look elsewhere for backup service.

Desired Settlement: I would like them to either care enough to contact me to attempt to fix my problem or tell me there is no solution so that I can look elsewhere for backup service. I would also like the time that my Carbonite service has been non-functional to be refunded or credited to my account.

Business Response: Hello Mr. *******, First my apologies for the delay in responding to your complaint.  I'm also sorry to hear that you have had difficulty with the Carbonite product and accessing our support organization.  I see that your computer has been in restore/recovery mode since early November and that we have in excess of 30GB of your data on our servers.  I've sent you an email directly under separate cover so that we can help you with any remaining issues if you still have interest in doing so.  I've also authorized the refund of your subscription price and will keep your subscription active for 6 months.  Hopefully we will be able to restore your confidence in our product and support organization in that time. *** ****** Director of Customer Support 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/23/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I signed up with Carbonite last year after having a computer hard drive crash and then trying to recover the data from it. I lost some data, and didn't want that to happen again, so I signed up with Carbonite, feeling secure that if anything else happened, I would be able to get my data back. Sure enough, my hard drive crashed again, so I am attempting to restore my backed-up data to another computer. I tried multiple times to get a full restore on my own before calling technical support. I spent a chunk of the day yesterday on the phone, they did several fixes, then told me if the error came up again, they would escalate me to Tier 2. The error popped up again overnight, so I called in this morning. First time I got tech support, he refused to escalate me, instead telling me I had to prove I was missing data. I got upset, hung up, and called back. This time Tier 1 escalated me up to Tier 2, where the tech again insisted that I had to prove I was missing data. I CAN'T PROVE I DON'T HAVE ALL MY DATA. I can't list every picture I've ever taken of my six children and my family, can you? I know that there is data missing from my music files. Proving a negative elsewhere is impossible. I already proved while a tech was watching that a file was improperly restored. The Carbonite restore software is throwing up errors that a Tier 2 tech claimed he had never seen or heard of before, and he refused to transfer me to somebody who was familiar with the problem.

Desired Settlement: I want my data back. If you can't give me a completed Restore, then burn my data onto DVDs and ship it to me. Whatever it takes, I paid for peace of mind and data security.

Business Response: Hello Ms. ***********
First my apologies for the delay in responding to your complaint.  I'm also sorry to hear that you've had issues using the Carbonite product. 

I see that you have done multiple restores of your files already.  Your account expired earlier this month, so I have extended the expiration date so that your data doesn't get purged from our servers.  If you would like us to do a local restore of your data in our offices as you've suggested, I would be willing to do that for you.  I will contact you under separate cover and forward the paperwork necessary to do so.  


Sincerely,
***
*** ******
Director of Customer Support 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********

Regards,
****** **********

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/23/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AT the end of August 2011 I signed my daughter up for a carbonite account for her computer. The program worked for approximately 45 days at which time it stopped working. On October 19th I sent an email to carbonite informing them of the problem and my desire to cancel the service (well within their 60 days) I did not receive a response. My daughter tried numerous times through the chat function, yet was unsuccessful at contacting them. After traveling for Nov and most of Dec I was able to finally get a person to respond, they informed me that since they have no record of the email I was out of luck, The customer service rep was very rude and refused to put my call through to a manger. I was quite willing to pay for the service to date, I just wanted the remainder of the 2 years to be cancelled since the computer no longer backs up and we have purchased another service.

Desired Settlement: I will be totally happy if they refund what is left on the service from today forward, the program is no longer on the computer and we are not using it.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.

12/22/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Product doesn't work. I have wasted over a week backing up my computer. The processs has been very slow, now I get the message that my subscription expired. In addition my back up is no longer online. I can't talk to anyone to resolve the problem. What a waste of time.

Desired Settlement: I would like to talk to technical support to get the problem resolved.

Business Response: Hello Mr. ********,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that Carbonite has not met your expectations.  I've looked at your account and it appears your computer is backing up normally.  With the amount of data you have selected for backup it will take another 3 to 4 months to complete your initial backup, so I've authorized a full refund for your purchase.  You should see the refund posted to your credit card account in the next few business days.


********** *** *** ******
Director of Customer Support

Consumer Response:

I just want to make sure my account will not be cancelled.  I just am just surprised and disapponted in the time it is taking for the initial backup.  If you give me a credit that would be fine, but please do not discontine the service, since I have been uploading data for well over a month.  Please call me at 703-787-3552 if you have any questions.  If this is acceptable, I will withdraw the complaint.

Thank you.


 

 

Business Response: Hello Mr. ********,

I've forwarded your contact information on to one of my senior reps to help look into your issue.  You should be hearing from him shortly.


Sincerely,
*** *** ******
Director of Customer Support

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/22/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Purchased Carbonite Backup Service Dec 2010. And like an Airbag you never really know it works until you need it. But a few weeks ago I was checking the carbonite process an saw an option to check the files. Turns out that my main jobs file (the heart of my business's records) was inaccessible. It told me to check back later. After a few days of this I called in. Long story short I spent about 4 hours with the tech guys over three requests for help. I emailed giving them permission to try to access the files themselves to figure it out. When I was told it could be the way the folder was named I asked why a folder with a name formatted in a similar way could be opened and they said "I don't know". Last week my computer went down for a day due to a Windows Update Problem and I couldn't access the files and it wouldn't let me download them to my laptop because it exceeded the number of permissible records for download. Given the fact that a backup is useless unless you can access it and the fact that I tried three times with tech support I feel that a refund is appropriate.

Desired Settlement: Just a refund since the product is non-functional with my system

Business Response: Hello Mr. *******,

First my apologies for the delay in responding to your complaint.  I was unable to find any account information or interactions with our support group under the email address you provided, but was able to find your information another way.  I'm sorry to hear that you've experienced problems using Carbonite and have authorized the refund of your subscription.  I've also kept you account active for a year should you wish to continue to use Carbonite.

After reviewing your interactions with us, your issue doesn't seem especially complex to resolve or at least get a thorough explanation for what you are experiencing.  If you would like me to put you in touch with one of my more senior reps to work through the issue you saw, please let me know. 


Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: They have offered a refund due to problems I have experienced with their service. Also, they have stated that they will offer to connect me with a senior technical person to resolve the problem itself. The true resolution of this issue would be to fix the problem with the service so I can access the backed up files to restore in the event of a system crash. A lot of time has been spent uploading my files and on the phone with technical service. If they could make the service work I would stay with Carbonite otherwise all that time has gone to waste. So I would like to take advantage of their offer to help resolve this. A refund for the time when I effectviely did not have a functional backup and

 

 

Business Response: Hello Mr. ********

I have emailed you under separate cover and would be happy to put you in touch with one of my senior reps to help work through whatever issues remain.  Please respond to that email so I can make that happen.


Sincerely,
*** *** ******
Director of Customer Support

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/22/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite promised that I could "Back it Up. Get it Back." I cannot get my files back from them. They have consistent and persistent problems that result in corrupted files, no files, partial files and no customer service. They say they have support on the weekend but then don't. They won't give me files back. I want them back and I want them back NOW. It's been NINE days. I am a small business dependent on my files to deliver services to my clients.

Desired Settlement: I want my files back, intact, not corrupted, NO VIRUSES, no partial files. My money returned and an apology from the CEO, David Friend or $25,000 to cover the cost and loss of my business because of the loss of my files.

Business Response: Hello Ms. *******,

First my apologies for the delay in responding to your complaint.  I'm also sorry to hear that you've had problems using Carbonite and accessing our weekend support staff.  I have reviewed your case in our incident management system and see that you worked with our escalation team to resolve the issues you were seeing.  If there are still outstanding issues, please let me know.

I have authorized the refund of your purchase of Carbonite, and will keep your account active for 6 months.  Hopefully we will be able to restore your confidence in our product and our support in that time.


Sincerely,
***

*** ******
Director of Customer Support

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/16/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Carbonite First date of Purchase: February 14, 2010 Second renewal date: February 14, 2011 First time I tried to Restore backed up files: September 2011 (prior to this I thought all items were backed up AND AS LONG AS I DID NOT NEED MY FILES EVERYTHING SEEMED TO BE OKAY – my account showed over 10,000 files backed up – so I THOUGHT I was safe – WRONG, WRONG, WRONG!!) Carbonite’s false advertising claims are numerous on their website. THE FACTS: They could NOT restore ANY OF MY FILES EVEN AFTER HOURS ON WITH TECH SUPPORT!! They could not tell me WHY my account showed over 10,000 files backed up BUT could not find any. Because I had saved a few files to my “C” drive the jumped on that and said “oh well it’s your fault because we don’t back up the “C” drive only document files.” Firstly, how would I know it would not back up FILES located on “C” drive, secondly that only represented a small portion of the files saved to my documents. I have voluminous emails from ** who is tier 2 tech support – what a joke! I received excuse, after excuse, after excuse, after excuse. They even called my computer person because he had my old lap top to try to save what they could from my old laptop – and take up his time – DID THEY THINK HE WORKS FOR FREE!!? Where were/are my backed up files? Quotes from website: Installation: Installing Carbonite on your computer is easy. The software takes you through the quick setup process step-by-step. You won't need to restart your computer or close anything you're working on. Just select automatic setup during installation and Carbonite will take care of the rest. Once you install Carbonite, you’ll never have to remember to back up again. The automatic backup runs continually in the background, backing up new and changed files whenever your computer is connected to the internet. All of the above is false advertising and/or I was told lies from tech support. I was told by ** (he would not give me his last name) that unless I selected the files for backup it would not. The website says it backs up “new and changed files whenever your computer is connected”. I again was told by “**” that unless I selected new files it would not back up. How could I possible know that the files were not being backed up when my account showed thousands of files as backed up…. Quotes from the website: If your computer crashes, is stolen, or just dies... From your new or fixed computer, just log in to Carbonite.com and click "Restore". You’ll be taken step by step through the process of putting your files back where they belong This claim held no resemblance to what happened. The files were not restore although SOME of my emails were restore (with many days of emails that were missing….). I had a virus on my computer that actually wiped out much of the files on my computer. I ran virus scan and for the first time tried to “restore” the over 10,000 files that had been backed up. I had MUCH difficulty with this and spent several hours on the phone with tech support (each time I was on with tech support my hold time BEFORE talking to someone was at least 1 hour). When on line with tech support and it was closing time I was basically dumped (they close at 5:00 after all….) What they don’t tell you is that if you have a virus on your computer that virus is uploaded and then when you restore files it ALSO DOWNLOADS THE VIRUS!!! At least this is what I was told by “**” with no last name. I requested to be reimbursed for the time the computer tech person spent on the phone with Carbonite and the time that he spent trying to spend trying to salvage files from my old laptop. They refused. I also wanted to be reimbursed for the hours and hours that I spent on hold and talking with tech support (remember they only work from 8 to 5 which is also MY work day and I am self-employed). I will spend hours and hours trying to recreate the files that I had and some will be lost forever to include family photos all because I believed the advertising found on their website. I sent the complaint to the president of the company Mr. ***** ****** and his response was to have someone call me to offer still more excuses. I have lost my files, been forced to pay a computer person when they called him, spent hours/days on the phone to no avail – they have done untold damage. This is the biggest company rip off that I have ever encountered. The company does NOT do what it advertised. Tech support is sloppy, ineffective and only available 8 hours per day (less on weekends) and hold times exceed one hour for each call!

Desired Settlement: Reimburse for expenses

Business Response: Hello Ms. *******,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you had difficulties using Carbonite and accessing our support at a time that was convenient to you.

I have researched your issue and determined that the problem you encountered with your backup is that the files you were unable to restore were never backed up by Carbonite.  Carbonite is designed to backup data files, we do not back up either system or application files by design for a number of good reasons.  We specifically detail what data is backed up in multiple communications throughout the installation process and again after it's completed.  Programs store the data files they generate in specific locations on Windows computers, which are backed up by default.  The files that were not backed up on your system were located outside the default folder locations and would have had to be specifically selected for backup to be included in your backup.  We warn customers of this consideration and the steps to take so non-default locations are included in your backup during the installation process for this specific reason.

We have a system of colored dots which indicates the backup status on every folder and file that is selected for backup.  A green dot indicates that a file is backed up, a yellow dot indicates that a file is selected for backup and upload to our servers is pending.  No dot on a file or folder indicates that it's not selected for backup.  This is the simplest way to check on backup status.  The folders that were set up for you documents and pictures outside of the Windows default folder locations would have shown no dots on them had you verified their status at any time since your initial Carbonite installation.

I see that you currently have almost 30GB of data in over 15,000 files located on our servers, though have not completed a backup since early October.  The purchase price of your subscription was refunded to you at the time you raised this issue to us, and your subscription was kept active for 6 months in the event you wish to recover any of this data from our servers.  It's very unfortunate that Carbonite doesn't work the way you understood it to, but I am unable to offer you further compensation.  


Sincerely,
*** *** ******
Director of Customer Support    

 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I spent numerous hours on line with technical support trying to restore the files that were backed up and in the email response to the complaint they also indicated over 15,000 files - SO WHERE ARE THEY!!   This company is a fraud and should be put out of business.   ONLY when there is a need to restore files does it become evident.   I received nothing but a tremendous run-a-round and THEY called my computer persons (who I had to pay for his time and services!) to try to recover files/data from my old computer which had a virus.

Their customer support requires over an hour of wait time and then they close at 5:00 - interrupting a typical work day for most of us!   I cannot begin to describe the horror of what they put me through.

Regards,

****** *******

 

 

Business Response: Hello Ms. *******,

I'm sorry that you are unhappy with my previous response.  My senior support rep spoke with your computer technician at your direction and request.  On at least one occasion you represented that you were at his place of business and handed him the phone while you were speaking to my rep.  We do not spontaneously call third parties, and would not entertain working with a third party without your direction and/or presence.

The purchase price of your subscription has already been refunded, which is the extent of the remedy I can offer to you.


Sincerely,
*** *** ******
Director of Customer Support

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

[If you are rejecting the business's response please enter your rejection comments here.]

Regards,

****** *******

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/16/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: carbonite backup service does not work. always says waiting for internet connection. emailed company told to reinstall product reinstalled many times same problem. called company after 30 minutes call never taken.

Desired Settlement: refund

Business Response: Hello Mr. *******, First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had problems using our product and accessing our support group. I've authorized a refund of your subscription price which you should see credited to your account within the next few business days.  I have also issued a complimentary 6 month subscription for your computer.  If you would like to continue with Carbonite, please contact me directly and I will put you in touch with one of my senior reps to get your backup running again. Sincerely, *** *** ****** Director of Customer Support 

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******. Regards, ******** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

12/9/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: RE: ********* Consumer Support Request [Incident: *************] On August 31, 2011 my **** XPS computer with ******* XP experienced crash like symptoms so I stopped my current backup through the ********* application to freeze the backup process. I decided that the computer could not be repaired and obtained another computer running ******* 7. I followed all the outlined RESTORE steps and downloaded the ********* application to my new computer for migration of my backed up files to the new computer. While the process seemed to work fine at first, anytime I had to reboot my computer the ********* application would forget where the RESTORE process left off prompting me to have to re-download the application each time. On September 3, 2011 I contacted ********* for help [Incident: *************] with the RESTORE process and was told through an email communication from SUPPORT on September 4, 2011 what I was experiencing wasn't normal to send the log files from within the ********* application itself. I followed all the instructions and never heard back. On September 8, 2011 I again contacted support referencing the Incident number to keep a consistent record. I received a prompt response, but it was of no help and had no next steps to help me RESTORE my files. I decided follow the steps again in sending over the log files and asking for support within the desktop ********* application. On September 13, 2011 I received a response back outlining for me to read the RESTORE section of FAQ's....really? After 10 days of trying to restore my files I get forwarded to FAQ's instead of a solution. The major impact occurred on September 17, 2011 when trying to get the ********* application to continue its RESTORE function it displayed a much different status of the amount of backed up files and the size of my back on the application. Since this seemed odd I decided to log into my account with ********* through their website and review my account. Suddenly the company that was supposed to protect me from data lose had itself lost over half of my entire backed files. I had on August 31, 2011 over 103 gigs of data and some 444,000 files. When I logged in on September 17, 2011 that had been reduced to 48 gig of data and some 107, 000 files! Where did my backed up files go? How does the company that protects my files lose my files? Unacceptable customer service and 10 years of files LOST!!!

Desired Settlement: My desired outcome is to have my files restored, period. I would hope that can be accomplished and at a minimum refunding my service fee.

Business Response: Hello Mr. *********,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had problems restoring your data.  I've reviewed our contacts with you and see that our last contact with you was by a member of my escalation team on October 11, 2011 with explicit instructions on how to get your data back.  I can also see that you have in excess of 115GB of data in over 474,000 files currently residing on our servers.  In looking at your computer activity I further see that you had at least begun a restore on October 16, 2011, but that it was paused on that date for some reason.

If you still need assistance with your restore, I would be happy to put you in touch with a member of my escalations team again to walk you through the process.  I will drop you a private note so that you may provide contact information and a good time to reach you.


Sincerely,
***

*** Flynne
Director of Customer Support

Consumer Response: ****** ******** ******: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # *******. I have been round and round with support reps, each with a different approach or theory. The restore practice and concept of having my data safe guarded by ********* has been greatly over hyped by advertizing. I will make another attempt at the restore process, but most likely there will be problems. My experience with ********* has shown one thing...they have perfected the backup process, but not the restore or migration to another computer process.   Regards, **** *********    

Business Response: Hello Mr. *********,

I've checked in on your account status and don't see that you have taken any further action on restoring your data.  Your account still shows that you have more than 115GB of data in over 474,000 files residing on our servers.  I will offer again to have one of my senior support reps assist with your restore.  I will also send you an email directly so that you may respond with your contact information and a good time to call you to help you with getting your data back.


Sincerely,
***

*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

12/9/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased back-up services for my *** computer and later for my ** laptop from *********. Their Web site advertising says this for lost files: "It will remain in your backup for 30 days before being deleted from our servers. During this time, you can recover it right from your desktop using the ********* application. It’s as easy as finding the file(s) or folder(s) in the list of backed up files and clicking "Restore."" There is no conditional information that says that there's a difference between *** and ** computers. I lost multiple important files on my ***, including dissertation documents and documents related to my business incorporation. I tried to restore these files to find that the folders were empty. I then began looking through *********'s online documentation and found that ** users can restore previous versions of files that were saved in the last 30 days (****************************************************************************). *** users, on the other hand, can only restore files saved in the last 30 days IF there was not a new backup of that folder in the time (****************************************************************************************). My *** had updated in the time between when I realized I had lost the files and when I tried to restore files via *********. So I have no way to retrieve the files because they do not support previous versions. In order to recover the files, I would have needed to realize that they were lost before ********* did an update of the files. However, because ********* is always running in the background, the updates are done frequently and without my knowing. This information is buried deep on their site when it should be made clear up front that it's a very different experience for *** users. I feel I was falsely led to believe that they would be able to recover *** files the same way as ** files. And was falsely led to believe that my files could be recovered within 30 days if there was a problem. That a difference existed between *** and ** should have been available and made clear from the start.

Desired Settlement: I would like a full refund for both the *** and ** services and my account closed. Additionally, if there's any method that ********* has to recover my missing files, I would appreciate them sent to me on a disc (or some similar method).

Business Response: Hello Ms. ******,

First my apologies for the delay in responding to your complaint.  I see in your account information that your requested refund has already been processed through our normal channels.

Just as there are myriad differences between **** and **s in general, there are also many differences in the way our product works on these two computing platforms.  We have documented the features of our products in detail as you discovered when you went looking for information on our website.  I'm sorry to hear that you didn't discover this information until you had difficulties using the product.


Sincerely,
***

*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/28/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I received an email that Carbonite has stopped working. I checked it and sure enough, it had. My last back up was 10/17/11. I have followed all of the online directions regarding antivirus, uninstall/reinstall and still, I get a message the same message "servers down". I have tried to call their customer service # MANY TIMES only to wait for my turn in line then get disconnected. I have tried their "chat" feature MANY TIMES - same thing - wait for a rep then it tells me there's no one to help me. I subscribed to this service fully expecting it to work or at the very least to be able to have any problems resolved via customer service. I have no desire to continue to waste my time with this as I have already spent enough time on it.

Desired Settlement: I want a full refund of the purchase price immediately!

Business Response: Hi Mr. ******,







First my apologies in the delay in responding to your complaint.  I'm sorry to hear that you've had difficulties with Carbnoite and our support organization.  I've authorized a full refund for your subscription price.  You should see a credit post to your account within a few business days.











Sincerely,



***







*** ******



Director of Customer Support



Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********





Regards,







***** *******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Excessive slowness and glitches since installing Carbonite. Their suggested "fix" was to "Pause" the system daily. That was not what I signed up for and was incredibly inconvenient.

Desired Settlement: I am requesting a refund.

Business Response: Hello Ms.*****,































First my apologies for the delay in answering your complaint.  I'm sorry to hear that you've had poor performance of Carbonite on your Mac.  I see that you are 20 months into a 2 year subscription of Carbonite.  I'm sorry to say that this is well past the point of being eligible for a refund.  I can authorize a pro-rated credit for the unused portion of your subscription if you would like, but upon doing so, the data you have stored on our servers will be purged.  Please let me know if you would like me to procede.















































Sincerely,















***























*** ******















Director of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********























Regards,























******* *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I've been unable to access my backed up data for four days. I've tried contacting Carbonite's tech support and have not been able to get through. I either get disconnected after sitting on hold for ever (in excess of an hour), bumped off of the online chat and get no response to email. They have not contacted their customers or posted anything on their website, but after much hunting found information on their facebook page (from other really angry customers) that their servers have been down for more than 4 days. This is absolutely ridiculous. They are a backup company; the fact that their servers have been down this long and they have not contacted their customers or posted any information is incomprehensible to me. The nature of their business is to provide disaster recovery services and they can't even keep their own servers running. Their communication with customers and their customer service sucks.

Desired Settlement: I want them to fix their server issues so I can retrieve my data. I had a catastropic hardware failure on my laptop and need to restore my data on to my new machine. I can't get through to anyone or get any type of response from the company. I would like this fixed now.

Business Response: Hello Ms. ******,







First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had difficulties with Carbonite and getting clear communications from our support organization.  I see that ****** worked with you through the resolution of your issue a couple of weeks ago and that you're back up and running normally again.  I appreciate your patience with us.







I've authorized a refund on your subscription and will keep it active for another year.  During that time I hope to win your confidence back in both our service and support team. 











Sincerely,



***







*** ******



Director of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********





Regards,







******** ******

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: The service is so slow that my computer never got any more than 10 percent backed up. The files backed up were not as promised. The service kept crashing, and despite multiple calls to customer service, they could not find a way to solve the problem. They refused to refund my money.

Desired Settlement: At this point, I accept that I made a bad investment, but it really angers me that they continue to contact me. They do not provide an unsubscribe link, and the only advice they could give me was to go to their site and change my email address. I would also like to make sure that other consumers are warned before they purchase this service, which according to the company is nonrefundable even if it does not work with your computer.

Business Response: Hello Ms. *****,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had difficulties using Carbonite.  I've authorized a full refund for your subscription.  


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

******** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/28/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Multiple issues without resolution from day one . Inability to adequately provide the service contracted for . Files missing , last straw !!

Desired Settlement: Cancellation - Full Refund to Credit card

Business Response: Hello Mr. *********,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've had difficulties with Carbonite and our support organization.  I've authorized a refund on your account.  You should see your refund within the next two weeks.


Sincerely,
***

*** ******
Director of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,

******* *********

BBB's Final Determination: Consumer accepted resolution offered by the business.

11/15/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I live on the west coast, and the Carbonite CSR center closes at 1pm Pacific time. When I take my lunch to try and reach them, their phone number is always busy. When I wait for a rep to "chat" with online, I wait for upwards of 1.5 hours just to have it tell me that no rep is available. I cannot get my files restored as promised and there is no way to get support. I don't know what to do anymore. I have wasted hundreds of dollars.

Desired Settlement: I want to speak to someone in their support department to get my files restored.

Business Response: Hello *******,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that our hours of operation have caused problems for you trying to contact us.  Unfortunately we have an inbound call center with limited hours and don't offer call back services.  

I've authorized a refund on the subscription for the computer you have been trying to restore, and will have a senior rep contact you to help resolve your issue to the best of their ability.


Sincerely,
***

*** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/4/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I was a client of Carbonite Online Back-Up for several years when they updated their software and the program began to crash my OS. I contacted Carbonite's Tech Support several times and every time the results were worse. On or about July of this year, carbonites program chrased my system and I contacted Tech Support on two occassions when their Tech's remotely accessed my computer and made changes that were so drastic in an attempt to make their fauliy product work that it damaged my OS and made my comoputer inoperable. I made several attepts to resolve the problem witb their Customer Service and, after escalating the problem to Supervisory level, I recieved a call from a Senior manager named*** *. *** **" said, initially, that Carbonite would agree to paying for "Any damages" that were caused by their Tech's remotely accessing my computer. However, in a subsiquent phone call, he reversed his offer and said that he would have to refer the matter to his Supervisor named *** *****. *** **" assured me that Mr. Flynn would contact me to settle the matter. I waited for over two months for a phone call, as I could not access my E-Mail since I had no computer. I called Carbonite customer Service almost every week leaving messages for *** **" and Mr. Flynn before I was told that the matter was closed and the only way I could obtain declatory relief was by contacting their "Legal" Department. I have a computer that is presently working and would like to pursue a complaint against this company. I am elderly, disabled and on a fixed income. I am a caregiver to my 84 year old Mother so hiring an Attorney would be a hardship.

Desired Settlement: I would have been satisfied with the reimbursment for the expense of computer repair. However, since I have spent so much time without my computer and the hassel of trying to contact Carbonite, I would like to be reimbursed with the sum of $2,500 to purchase a new computer and to reimburse me for my time and frustration. I also feel that i am due some reimbursement for spending two and a half months calling carbonite and leaving messages for****** **" and the company President.

Business Response: Hello Mr. ******























First my apology for the delay in responding to your complaint.  I'm also sorry to hear that you had problems using Carbonite for backing up your computer.  I've looked into the history of your contact with us and have not found any indication that the reps who worked with you took any steps that would have caused problems with your computer.  If Carbonite had in fact crashed your system repeatedly without resolution, the only recourse is to uninstall the product and refund your purchase price.  The current installation base of customers running Carbonite on Windows computers are a clear indication there is not a defect in the product and any issue you may have had using the product was unique to you.































The only recourse I have is to refund the purchase price you paid for the last year you used our product on your system.  I have authorized that your credit card be refunded for that amount. 















































Sincerely,















***















*** ******















Director of Customer Support

Consumer Response: [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********































Regards,































**** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/24/2011 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for 2 separate subscriptions with Carbonite. One for my laptop and one for my desktop. For over 6 months now, it is saying that my backup is still in the inital download phase. I have called and emailed over 15 times and called over a dozen times to get assistance and all they do is send out canned messages that the download is taking it's time. Then the next time i call they have more than 3 times got control of my computer to remotely take control to fix it and the technician said that it was getting escalated to a senior escalation manager who would call me back asap. This has happened now 3 times and no one calls back. Whenever i select contact customer service, no one ever replies but a generic email from carbonite. I call and call and am on hold for excess of an hour most times at a minimum. I told them I wanted to file a complaint and they said that I need to call them but no one ever answers the phone and it just says please stay on the line for another representative. This was clearly no the service that I signed up for and the payment has been made by them and they are not honoring the contract. I chose carbonite based on the review as i run a business and have all our data on the computer as well as personal data. Carbonite is not holding up their end of what they advertised as a service.

Desired Settlement: I want Carbonite to expand their bandwith on what i can send to get my intial data backed up on the server b/c if my computer crashses, the service that I paid for already will not protect me. I paid for 2 subscriptions and my data is not secure. I want them to backup my data give me a free year for the poor customer service and bait and switch-they are not doing what they advertised - to protect my data. we recently had a hurricane her and if it was catastrophic, i would have lost everything and all my computer data files.

Business Response: Hello Ms. ******,

First my apologies for the delay in answering your complaint.  I'm sorry to hear that you've had problems getting in touch with our support organization.  In reviewing your account it appears to me that your initial backup has in fact completed on both your computers. 

Your desktop computer shows that you've backed up in excess of 292GB of data across 282,867 files with only 22MB of data pending backup.  Your laptop computer shows that you've backed up in excess of 317GB of data across 93,646 files, with only 433 MB of data pending backup.  It would seem to me that we have a substantial amount of your data on our servers in the event of a computer failure.

It may be that our business product would be a more suitable solution for you if you are dissatisfied with the upload speeds of the home version of Carbonite.

I've added a month of complimentary time to each of your subscriptions in appreciation of your business.


Sincerely,
*** *** ******
Director of Customer Support  

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have a backup account with Carbonite and am trying to retrieve my lost data. The customer service rep stated that I need a saved encryption key to retrieve my data. I do not have this key and never asked for it,. They will not give me access to my data or refund my three year subscription.

Desired Settlement: All I want is what the service promises, " to get my lost files back".

Business Response: Hello Mr. *******,

First my apologies for the delay in answering your complaint.  I'm sorry to hear your had problems with your Carbonite account.  The specific issue you had was due to a selection you made when you installed Carbonite on your computer and selected to "Manage your own encryption key".  It is not possible to do that by mistake, or without taking specific steps that include warnings of the outcome if you lose the encryption key, namely, the inability to retieve your data without the key, or of Carbonite to be able to further help you with its retrieval.

I see that you have already received a pro-rated refund for the subscription price you paid to us.  Unfortunately there is nothing more we can do for you.


Sincerely,
*** *** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/24/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: After trying to reach Carbonite for four days and only receiving a busy signal when phoning and an automated response when attempting to use Chat, I am now forced to file a complaint. I began calling to simply restore my photographs to my laptop, as my PC is in the shop. I am a business owner and needed access to the pictures in order to advertise my business. I am so disappointed with Carbonite's Customer Service. This has been the most frustrating and annoying service I have ever subscribed to. I thought it was a wonderful service and felt very confident having all of my files and most importantly my photo's backed up by Carbonite, but now I feel I would do far better with my external harddrive. I know Carbonite has all of my files backed up the only question now is when will they contact me and how much longer will my business suffer as a result of being unable to access my photographs?

Desired Settlement: I would like to have my photo's put on my laptop by days end today, September 12, 2011.

Business Response: Hello Ms. ******,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you've hard problems restoring your data.  I've authorized a full refund of your subscription amount.  I will also contact you privately and put you in touch with our senior support staff to take you through the restore process at your convenience.


Sincerely,
*** *** ******
Director of Customer Support 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/23/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On 5-20-2011 I paid $139 for three yrs I loved the service had no problem untill I updated on 7-19-2011 to **** didn't think anything of it on 7-20-2011 was my Last backup I received and email from Carbonite saying I was going to get an extra month for the delay in compatability to ****. I was fine with the delay and gave Carbonite time to take care of the problem and make it compateble to **** OS X. When I did get a email saying I could start backing up again I just had to Unistall and reinstall the new software it was still not backing up. After weeks of trying to contact someone thru email I have finally given up.

Desired Settlement: I want $129 minus the two months the service worked.

Business Response: Hello Mr. *****,

First my apologies for the delay in responding to your complaint.  I see that your refund was already posted through our normal channels on 9/29/11. 

I'm sorry to hear that you continued to experience problems on your Mac after the release of our Lion update.  The update resolved the vast majority of problems customers encountered after upgrading to Apple's new operating system, and our newest version released last week resolved the remaining issues seen under Lion.


Sincerely,
*** *** ******
Director of Customer Support

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

10/13/2011 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: On August 23, 2011, the Carbonite software stopped working. I contacted customer support for assistance and they were unable to provide any assistance other than "uninstall the software and reinstall it". After doing so, the software informed my that my subscription had expired. It had not, and Carbonite personnel confirmed that my subscription was valid. I then received an email that my backup was gone. 40 gigabytes of data. I called customer support again. They offered to have "a supervisor" call me back. I provided my phone number. Eight days later, I have not been called. The Carbonite software is still not working properly. I have asked for assistance multiple times and received nothing other than "uninstall and reinstall". For six days, I have been receiving assurances from the @Carbonite Twitter account that "senior support" was looking into my issue and that I would be contacted "shortly". In the meantime, I have received an email that my support ticket has been closed. I requested a pro-rated refund for the time remaining on my subscription: Carbonite refused. 40 gigabytes of data. Lost.

Desired Settlement: I have no faith that Carbonite is capable of fixing the problem, or of reliably delivering the service they advertise. I am asking for a full refund of a year's subscription. I feel this is more than reasonable, seeing as Carbonite has failed to provide a reasonable level of service.

Business Response: Hello Mr. ********,

First my apologies for the delay in responding to your complaint.  I'm sorry to hear that you experienced problems using Carbonite.  I see that your refund request has already fulfilled for both your subscriptions through our normal support channels.  Please let me know if you need additional assistance.


Sincerely,
*** *** ******
Director of Customer Support  

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********


For the record, my issue was -NOT- resolved through "normal support channels".  Carbonite support repeatedly refused my request for a refund and refused to reply to my phone calls and emails asking for technical support.  It was only after I filed a complaint with the Better Business Bureau that I received the refund I was looking for.


Regards,
***** ********

BBB's Final Determination: Consumer accepted resolution offered by the business.

10/13/2011 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: I have had Carbonite providing backup of my computer. I "rebuilt" my PC (resinstalled all software), and then went to reinstall Carbonite on my rebuilt PC. I (incorrectly) started a "Carbonite Trial" on the PC (I should have just transferred the existing subscription). This seems to have overwritten my existing subscription which was working fine until I rebuilt the PC in July, so they don't have a record of my account. I HAVE an email from Carbonite (see below) with an incident number which states my subscription is valid until 11/2/2013. Now their customer service won't honor my subscription even though they said it is valid in March of 2011. I don't have the original receipt since it was sent to an email address that I no longer have access to. The email from Carbonite on March 23, 2011 with their internal tracking number of "Reference #*************" stating the account is valid until 11/2/2013 is below. * Response (******* *.)* > > *03/25/2011 02:33 PM* > > *Hello Dave and thank you for contacting Carbonite Customer Support.** > **We are glad to assist you.We have reviewed your account under the email > address dave.key@gmail.com and we have found that you have got two bonus > months in your account and you subscription will expire on 11/03/2013.** > **Please let us know if you need additional assistance.** > **Sincerely,** > ********* *.** > **Carbonite Customer Support > **www.carbonite.com > **Back it up. Get it back.**

Desired Settlement: I want the service restored to the account (******************) to be available through 11/2/2013 as Carbonite has stated was the period of the agreement. An apology for all the time this has taken would be appreciated as well.

Business Response: Hello Mr. ***,

I'm sorry to hear that you've had difficulty with your Carbonite account.  Perhaps the difficulty arises from the fact that there are multiple accounts with your email address listed as an alternate contact for the accounts.  I see an account under ****** *** with the email address of ***************** that had an expiration date of 11/2/2013 which subsequently had Refer A Friend months applied to it because of referring you at the email address ****************.  There is no current active Carbonite account listed on our systems under that address.  You (******************) are also the alternate email address for an account under *** *** with the email address ******************* also showing the benefit of Refer A Friend months.  With all those references it is quite possible that the rep who dealt with your contacts gave you incorrect information about the expiration date of your personal account under ****************** .  I have verified that you have received or are still receiving the full value of the monies you've collectively paid Carbonite for these accounts, and there has been no cancellation of the services you have paid for with us on any of the accounts.  You may still take advantage of the Refer A Friend months available to you by utilizing the email sent to your **************** address if you like.

You may continue to contact our support organization regarding this issue if you so choose, but I can assure you that you will not be given a free 2 year subscription as you have been demanding in these contacts because of confusion over all the accounts that your email address is listed as an alternate contact address.


Sincerely,
*** *** ******
Director of Customer Support

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # 8717295.

You sent an email that this complaint is "assumed" resolved.  IT IS NOT.  

I have an email that states the account is good through 11/2/2013.  Carbonite promised to have a manager contact me THEY HAVE NOT.

Please mark this complaint NOT RESOLVED.  

How can I proceed from here?  BBB did nothing other than pass along a message from Carbonite that they would not honor their commitment.  Do you have any other influence with Carbonite, or is my only choice to go to small claims court?

**** ***

 

Business Response: Hello Mr. ***,

I have yet to find any evidence that you have not received the services for which you paid. 

If there are additional email addresses that you would like me to track down for the subscription time you claim you are due, I would be happy to look into that for you.  As it currently stands, all valid subscriptions under your email address, or presumably of family members who have used your email address as an alternate to their own, are assigned to computers and are actively backing up computers.  If I am able to find a valid subscription under any email address that you can identify and validate ownership of that is not being used, I would be happy to apply it to your computer and add any time that has been lost to date.


Sincerely,
*** *** ******
Director of Customer Support 

Consumer Response:

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********

I have a written statement from Carbonite acknowledging my subscription is valid through 11/2/2013.  This is attached -- note the email address the account is under is ******************.  It was obscured in the email since it was posted on a public site. 

Regards,

**** ***

 

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/12/2011 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A week or two ago, the company started popping up trial offer ads. These are nearly full screen, and show up multiple times a day. Funny thing is that I am actually a user. I was not, I guarantee I would not become one! I sent a message to the company last week including the popup and my request that it stop.

Desired Settlement: stop these ads. I will cancel the service if they continue - even though I doubt that would stop them.

Business Response: Hello Mr. *****,

First my apologies for the delay in responding to your complaint.  I see that your contact to our support group regarding the popup issue was handled through our normal support channels and was subsequently resolved by our engineering group.  I'm sorry for the annoyance and inconvenience.


Sincerely,
***
*** ******
Director of Customer Support

Consumer Response: Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #*******.

Regards,
****** *****

BBB's Final Determination: Consumer accepted resolution offered by the business.