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BBB Accredited Business since

Carbonite, Inc.

Phone: (617) 587-1100 Fax: (617) 587-1101 View Additional Phone Numbers 2 Avenue De Lafayette Fl 2, Boston, MA 02111

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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 affect 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 74 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

74 complaints closed with BBB in last 3 years | 25 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 13
Delivery Issues 6
Guarantee/Warranty Issues 1
Problems with Product/Service 43
Total Closed Complaints 74

Customer Reviews Summary Read customer reviews

28 Customer Reviews on Carbonite, Inc.
Customer Experience Total Customer Reviews
Positive Experience 12
Neutral Experience 0
Negative Experience 16
Total Customer Reviews 28

Additional Information

BBB file opened: February 28, 2006 Business started: 03/01/2005 in MA Business started locally: 03/01/2005 Business incorporated 02/10/2005 in DE
Type of Entity


Ticker Symbol


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

Hours of Operation
M: 8:30 AM - 9:00 PM
T: 8:30 AM - 9:00 PM
W: 8:30 AM - 9:00 PM
Th: 8:30 AM - 9:00 PM
F: 8:30 AM - 9:00 PM
S: 8:30 AM - 9:00 PM
Su: 8:30 AM - 9:00 PM
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
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

Industry Tips
Computer Software - 5 Tips - Video Computers - Software and Services

Customer Review Rating plus BBB Rating Summary

Carbonite, Inc. has received 4.25 out of 5 stars based on 28 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.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.