BBB Business Review

BBB Accredited Business since

Carbonite, Inc.

Phone: (617) 587-1100 Fax: (617) 587-1101 177 Huntington Avenue , Boston, MA 02115


BBB Business Reviews may not be reproduced for sales or promotional purposes.


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 13 factors. Get the details about the factors considered.

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

  • Length of time business has been operating
  • Response to 144 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

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

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

144 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 35
Billing/Collection Issues 20
Delivery Issues 8
Guarantee/Warranty Issues 4
Problems with Product/Service 77
Total Closed Complaints 144

Customer Reviews Summary Read customer reviews

32 Customer Reviews on Carbonite, Inc.
Customer Experience Total Customer Reviews
Positive Experience 7
Neutral Experience 0
Negative Experience 25
Total Customer Reviews 32

Additional Information

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


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


Business Category


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
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 4.24 out of 5 stars based on 32 Customer Reviews and a BBB Rating of A.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business.

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.


About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.


BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.


Industry Tips


What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.


What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.


Thank you for your feedback!

Help us improve by taking our survey.


BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations