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Carbonite, Inc.

Phone: (617) 587-1100 Fax: (617) 587-1101 View Additional Phone Numbers 2 Avenue De Lafayette Ste 2, Boston, MA 02111 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 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
  • Complaint volume filed with BBB for business of this size
  • Response to 92 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

92 complaints closed with BBB in last 3 years | 23 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 15
Billing/Collection Issues 14
Delivery Issues 7
Guarantee/Warranty Issues 3
Problems with Product/Service 53
Total Closed Complaints 92

Customer Reviews Summary Read customer reviews

34 Customer Reviews on Carbonite, Inc.
Customer Experience Total Customer Reviews
Positive Experience 12
Neutral Experience 0
Negative Experience 22
Total Customer Reviews 34

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

Corporation

Ticker Symbol

CARB

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
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 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

  • 2 Avenue De Lafayette Ste 2

    Boston, MA 02111

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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.
Details

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.

Complaint Detail(s)

5/27/2016 Problems with Product/Service
5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have a 3 year pre-paid contract with Carbonite for remote back-up services. The service worked fine and I was a big advocate of the service/company. I then switched computers and when the service was transferred to my new *** it stopped backing up. For over a year I have called the tech support number who have gone through the exact same process each time to resolve the problem - but it never gets resolved. So now I've paid for a service which does not work and the company refuses to fix the problem or refund the prorated amount of my contract based on when I first called in with my issue. During my last call with them over a month ago I was told that this was escalated to the highest possible level and someone was going to call me back ASAP to get this resolved once and for all. Well - I'm still waiting for the call. This has been an incredible experience - a company which cannot deliver what I paid for but categorically refuses to refund any portion of my payment. Seem fraudulent.

Desired Settlement: 1)Ideally I would like the problem to be fixed so I can carry on using the service as it was designed 2)If the problem is fixed, I'd like my contract extended by the same amount of time it was not working. 3)If the problem is not fixed, provide me with a prorated refund from the time I first called in with my issue.

Business Response: Dear Mr. *********, Thank you for contacting us through the BBB. I see that you had contacted us in late 2015 regarding your subscription transfer to a ***. I am sorry that you are still experiencing slow backup. I have asked our Senior Escalation Manager to contact you to setup a call to discuss your case in more detail and your options. I see that you have verified your account if a refund is necessary. Regards,  *******Solutions Team SpecialistCarbonite, Inc.

5/3/2016 Billing/Collection Issues
4/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a several year contract with Carbonite. I set it up and never thought about it again. I was sure it was doing what it was supposed to - the icons on my desktop indicated so. My hard drive crashed. I was grateful that I had my backup with Carbonite. Realizing that I have little data and some pictures, I was sure that the restore to the new machine would take a short time. When I started the process it indicated that it would take more than 4 days. Being without the use of the computer for that long was a major concern. I called their customer support, the tech I spoke with was helpful and he indicated that some files come down that I do not need. He made the adjustment and the restore was done in a few hours. I went to check the files and realized many were missing. Checking further, I had files that were downloaded from 3 and 4 years ago that were deleted from my machine and recycle bin. Also, I realized that there more more than 100 temp files. I called again, and this tech was not helpful, in fact, I felt rude. She was unable to help. She kept telling me that I would have to elevate this to a level 2 support. I told her that was fine and to have them call me when it is time. She indicated that she and her manager both indicated that was not possible and I would have to continue to hold. I would not do that - since I had already been on the call for a lengthy time and all she did was put me on a musical hold for most of the call. Nothing more was resolved and I was told it is what it is. I filled out a survey expressing my dissatisfaction and within a day or two I received a call. Amazing, how they could make a call if they chose to call. Again, there was not resolution and I had to accept that my files, mostly my pictures, were lost and I would be unable to restore them. After several hour of telephone conversations and the like, I tried to call their corporate office and speak with Mr. Ali, the President, and all I got was another recording, hence unable to speak with anyone at the corporate office. It appears that they attempt to fix something, but if the setup was wrong or inaccurate from the onset, it stays that way. The concern is there is no way of knowing. When I asked why there were more than 320,000 files being backed up, I was told -- that is what I have. I not find 1000 files, let alone 320,000.

Desired Settlement: I would like to be receive a full refund, as well as compensation for my loss of data and pictures and time. I would like to see that there be a better mechanism for installing and setting up Carbonite so anyone can see what will be backed up and if needed restored. Currently there are about 320,000 files being backed up. I can not imagine what and why that is. I would like to speak with a tech to correct this issue and let me know when the backup with Carbonite is terminated so I can secure alternative backing up software. Carbonite should be ashamed of their behavior and lack of realizing the importance of lost materials. Their techs and supervisors need to be retrained with a more caring attitude.

Business Response: Dear Mr. ********, Thank you for contacting us through the BBB. I apologize for the confusion with your restore. I have reviewed your support sessions and see that we provided you with assistance and offered to have our Tier 2 escalation team take over your case but that was not utilized. As a courtesy we will be refunding your Invoice 4897417. We will be contacting you through our support to confirm your account.Regards, *******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  The company indicated that I declined Tier 2 support - that is incorrect.  Tier 2 called me two twice -- I declined it to be on hold - I did not decline the support.  The tech that indicated that was rude from the onset and felt she had to work to resolve the issue.  ******, was the tech and her supervisor would not even speak with me.I would suggest Carbonite get the facts before sending out misleading information. Regards, **** ********    

Business Response: Dear Mr. ********, Thank you for your response. I do see that you did work with our Tier 2 agents on two occasions. ****** being the first. I do apologize that you were not able to speak to a supervisor. Our procedure to speak to a supervisor is to be placed on a very brief hold. She found that you had backed up a shortcut to a location under the root of the C drive. By documented policy, Carbonite does not backup files saved directly to the C drive unless they are selected manually. After your call to our corporate office, we then had another escalation agent contact you directly and they confirmed ******’s findings. If you would like to continue with Carbonite as your online backup provider, I would be happy to arrange a time for one of our senior agents to contact you and help you configure Carbonite to better suit your needs and answer any remaining questions about how Carbonite works. If not, we will issue you a refund for your recent purchase. Regards, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below.  Carbonite is still not taking responsibility for the faultiness of the product.  I did get some pictures back - and all of the pictures, the ones lost and ones retrieved, were all in the same place.  It was their tech who came up with the location off C:\ --- it was not the actuality -- it was the only excuse they could come up with for their product failure.This is what I kept trying to explain, but their rote response is all she could come up with.  With respect to speaking with a supervisor -- ****** put me on hold for more than 2/3 of the conversation, so being on hold was not the case - a reevaluation of their customer service -- the aggravation as well as loss of product deserves more than a low - mid level response.  I am still waiting to hear from a corporate manager. Regards, **** ********    

4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been struggling with Carbonite for a little more than a month. I have a brand new ******* *** laptop and called Carbonite to inquire about their service. After a long and very informative discussion with a sales rep who was very friendly and helpful, I decided to purchase a subscription for the new laptop. The sales rep told me that I would be very happy with Carbonite as it will work very smoothly and quietly in the background without any problems and offered me a discount if I purchased a 3-year plan up front. I agreed to do so. Since installing Carbonite, I have had significant CPU resources/battery problems. I have been to ***** Support three times to troubleshoot the issue over the past month. Since there was very little on the new laptop, they decided to re-format my hard drive to see if that fixed the problem, since I was backed up with Carbonite. After a re-format/factory reset of the laptop, I re-installed Carbonite and attempted a restore, but it would not work. I called Carbonite support and the tech had the same problem. He uninstalled and reinstalled Carbonite again. I told him about the CPU/Battery problem and he assured me that Carbonite was not the problem, but could not figure out why Carbonite would not restore properly. The tech had to manipulate my computer and the server on his end to get the restore to finally work manually. Unfortunately, to make it work, the tech apparently created a new root path for the backup, which ultimately created duplicate folders and/or missing path to folders and files. As time went on, the CPU/Battery problems continued, so I went back to ***** Support and this time, they replaced the battery with a new battery. They confirmed that although the battery was testing as fine, the fact that it would only last 2.5 hours rather than 8-12 hours pre-Carbonite was unacceptable. After the new battery but without Carbonite, the laptop battery was working perfectly, 8-12 hours. But activating Carbonate dropped the battery immediately to 2.5 hours or less. A third-party support team helped evaluate my computer configuration and quickly determined that a program/process called Carbonate daemon was the cause of my power drain and CPU drain. They suggested a test. Pause/turn off Carbonite for a few days and see what happens. I did so AFTER confirming that a full backup was completed. The battery lasted 6-8 hours easily with normal use (Carbonite off). On day 4, I started with a fresh battery, ensured full backup was completed in Carbonite with AC power on, then switched to battery while Carbonite was idle and saw battery power drop and ultimately fail after about 2 hours. I've emailed Carbonite Support and asked for 1) a solution to this problem because I really wanted to keep Carbonite, or if unable 2) a refund. Carbonate wrote back claiming that I was now outside their refund policy window and invited me to call. I called again and the tech (for the 4th time) remoted in to my laptop to check settings and make things right. I shared with him the evaluation report from the 3rd party citing Carbonite being power/battery hungry, but the tech discounted that as the problem. He said there was nothing more he could do for me since everything looked perfect and said he could not refund my subscription. I reminded him of the battery/CPU issue and he said that the problem will resolve itself after today because a full backup was completed. Today, the problem persists. Carbonite has failed to deliver a reliable product on both backup without dramatically consuming CPU/battery levels and a reliable product to perform flawless restores. I have conducted research online about Carbonite and other *** users and have found several other instances/reports of *** users experiencing the exact same problems as me with Carbonite. I feel I have been diligently and patiently working closely with Carbonite for at least a month to resolve this issue and at no fault of mine, has not been successfully resolved.

Desired Settlement: I request a refund from Carbonite since they are unable to resolve my problems.

Business Response: Dear Mr. ********, Thank you for contacting us through the BBB. I see that you contacted us on 4/8/16 and spoke to our technician regarding your energy usage. He showed you your energy usage in the activity monitor and it revealed that Carbonite was fairly low but Safari was using the majority of the battery. Your initial backup is completed and Carbonite will only be backing up new and changed files going forward.  We do appreciate that you have given us the opportunity to support your issue and want you to be happy with the product. We will be issuing you a refund for the recent subscription and hope that you will consider us again in the future. Regards, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ********

3/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased carbonite to run in the background on a continuous basis, as advertised. A few days ago, I happened to open the program only to find out that my backups had been "frozen" for nearly two months, unbeknownst to me. I called the company to cancel the subscription and request a refund due to the software going into "freeze" status. The customer service rep asked to log into my computer remotely and view the log files as they didn't believe that I didn't put the software in freeze status. After allowing access to my computer and their researching the log files, there was no event disclosed that I put the software in freeze status. I am a CPA in tax season and reliable backups are quite essential. Despite the unstable and inconsistent performance of the software, the company still refuses to refund my subscription fee.

Business Response: Hello *** ******   Thank you for contacting us through the BBB. We have responded to your request for a refund through our Customer Support Center.   Sincerely,   ******* Solutions Team Specialist Carbonite, Inc.

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am extremely disappointed with Carbonite. I feel that I was mislead from the very beginning all to the way to today. We found a virus in our server yesterday and Carbonite said that the following day we would be backed up, and restored, but the solution that they gave us was to download the backup to us, which would take approximately 25 days, and I have no access to the data in the cloud, as I was promised when I first signed up with Carbonite. The Case Number they gave me is ********. When we contacted them to notify them that this was an unacceptable solution, we asked for a manager and were forwarded to an individual named **** A. First of all, he refused to give us his last name, and simply stated that we did not have access online to the data because as he says, there was a special way of recovering our data which did not allow us to access the data in the cloud. When I asked him why Carbonite has not resolved such a serious issue, he had no response. When I asked to speak to his manager, he stated there was no one else I could speak to. Carbonite, in their own advertisement, states that they can restore your data, or have access to your data "in minutes, not days". Why does Carbonite not stand by their advertisement? Is the advertisement false and misleading? The virus in question is LOCKI which Carbonite has been writing about in excess of a year. Since they knew about this problem they should have been able to fix this and allowed client's to access their information within minutes, not days. The final insult is the last thing they suggested is we should try to use a local backup to restore our data. We do not have a local backup because this is what we pay Carbonite for!

Desired Settlement: We would like for Carbonite to deliver on the promise to restore our data within minutes and not days, or have them issue us payment for the business we are losing. Carbonite states in their advertisement that it can cost between $10,790 and $25,600 for every hour we are not in business. Carbonite can choose to pay us the lower amount per hour we are out of business for 25 days, or deliver on their promise to have us up and running within minutes.

Business Response: Dear Mr. ********, Thank you for contacting us through the BBB. I’m sorry to hear that your system was infected with the Locki version of the Crypto virus. I want to apologize for any confusion regarding the time it takes to restore your data. Recovering small amounts of data (a few files here or there) usually takes only a few seconds or minutes. Restoring all of your data will take longer depending on how much data you have and the speed of your ISP. Carbonite has worked very hard to inform users of our features through our extensive Knowledge Base and customer support. I see that you have 506GB backed up to our servers. Restoring that much data will take days to recover through the Carbonite Backup Drive. Carbonite does not advertise that it will take minutes to recover that much data. We do advertise that you can restore specific files using our Anywhere Anytime Access however, due to the modifications we needed to make to your status files, you would need to cancel your current restore and use the Carbonite Backup Drive to restore. Unfortunately Anywhere Anytime Access will not work until the computer begins backing up and the client syncs with the server. We also offer a Courier Recovery service for instances where you need the data quickly and I see that you did take advantage of that feature. We expect you to have that drive in hand by Monday or Tuesday at the latest at which time you will be up and running. We appreciate you choosing Carbonite as your online backup provider. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

2/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We have been using Carbonite for online data backup for about two years. Recently we had an issue where we "reached our maximum capacity" and the service just stops backing up our files. We contacted Carbinite SEVERAL TIMES to get instructions on how to resolve this issue and were offered nonsense and double talk.....and online the only option to resolve was to "buy additional storage" which we did not want to do as the majority of files that were taking up the account data were old and some were double and triple copies of files that CARBONITE did, thus eating up unneeded memory on our data plan!!! We then decided out of frustration with CARBONITE's ridiculous email responses to go with another backup provider and cancel Carbonite. However we have numerous months of prepaid service that have been unused and Carbonite is telling us we cannot get a refund for unused months of service!!! SO they made us pay for a full year up front, then when their service stopped backing up our files and they were unable to assist us inn freeing up space, and instead only say to "buy more data space" and ***** us off to the point we go to someone else for service, then they say we cannot get a refund for the unused months?? We have been unable to backup for MONTHS now, AND Still have 5 months left on our pre-purchased year of service and at this point all we will accept is a full refund for the FULL current years service

Desired Settlement: We want a full refund of the current year of Carbonite Service due to the issues, non performance by Carbonite and time remaining on our pre-paid contract.

Business Response: Dear Mr. *****, Thank you for contacting us through the BBB. I have reviewed all of your five support sessions and see that we provided you with instructions and offers to assist but those were not utilized. As a courtesy we will be refunding your Invoice *******. Regards, *******Solutions Team SpecialistCarbonite, Inc.

2/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a data backup service called Carbonite. It initially installed without error and appeared to be working just fine. It takes awhile (weeks) to make that first backup, so I let it run. It is a "set it and forget it" type service. It did not give me any errors and I assumed it was working as designed. About a month after I purchased the software, I went to configure it and noticed it said my account "subscription date was invalid." Its status was "idle". I could not log in to see my files but later found out no backups had been performed since shortly after installation and it hadn't really backed up much of anything when it was operating. I called tech support on the product and told them my account didn't appear to be active and I was paying for backups that weren't being performed. At the time I indicated that I felt it was unfair that I paid for backups that weren't performed due to an account validation error on their side. They reset my account, reinstalled the product, and it worked briefly before they lost track of my account again giving me the same error that my subscription date wasn't valid -- tracking whether I have paid or not is a function of the company, not my home computer configuration. And again, I received no warning messages and didn't know my account had been deactivated. At that point, I went to the company's **** page for Carbonite in Boston. I ask that you review the comments on that page from Mac users and about billing/renewals. ... After reading this shocking page, I became worried that they would renew my service despite being asked to set it not to renew. I was worried, so I contacted customer service again and asked them to confirm in writing that my account would not renew. They claimed to have no records of my call today. To delete my account, they now claimed to need my credit card number and billing information again. They should be able to look up my account from the help desk ticket mentioned in the e-mail! Others have reported they do this so they can charge your card AGAIN, fraudulently. I believe this based on my experience. ... Should they be asking for a credit card and personal information to CLOSE an account for which there are no outstanding fees? .... My bank is working on getting me a refund from the company. ... Today's customer support wanted me to reinstall the product again to get rid of the same account error that I got two months ago. They say that because their agent got the software working briefly on the call, and the account I paid for and was active for at least a few days since its installation, that I should be thrilled and be willing to work with them to continually reinstall the software every time they have a bug. And that I should check it every day to make sure they didn't deactivate the account I paid for, I guess, as well as read all e-mail from the company, most of which is spam. ... I believe they misrepresented their product and should provide the refund. But I'm concerned that they are asking EX-customers to provide updated billing information and there are multiple reports of them using this information to charge customers for discontinued services. Data backup is something that you need to trust 100%. They failed to provide any sort of reliable backup and failed to provide a requested refund without me coming to you or getting my bank to handle it. I'd like to see these practices stopped and would like the company to admit fault. I expect them to cooperate with my bank, but that is out of my hands now. I will not be giving them any additional personal information. ... (Note that because I was unclear on dates, I have just rechecked my e-mail. I found two junk requests without high importance indicating that I needed to reinstall the software and that backups would not be made until I did so. The e-mail body indicates the message is a "final notice" when it is the only notice I received and was sent to an inappropriate channel. I received only one e-mail on each occasion, so the company seems to have known my account was deactivated by them twice. I don't work for Carbonite. I note that their e-mail was only sent after the backups had failed for some time as some sort of "final notice." There was no initial notice, warning, or application error.)

Desired Settlement: I would like them to grant the refund when contacted by my bank, and I would like my account and all personal information deleted from their systems. I would like written assurance that my account will not renew, but I question whether asking for a current credit card to close and deactivate an account, given complaints from others, is acceptable.

Business Response: Hello Ms. ******, Thank you for contacting us through the BBB. I am sorry that you had issues with the backup on your ***. Carbonite takes security very seriously and we will not refund an account without the proper verification. Once your subscription is refunded, your data is no longer available. As you can imagine, we will not do that without first verifying that you are the rightful owner. This is for our users security and protection. I do see that you verified the invoice number of your subscription through the BBB site and we have refunded your subscription. We have closed your account so that you will not receive any other alerts and will not be charged again. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

2/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problem is about the product and the advertising of the product. I have installed Carbonite a few times on my system, and I am never able to get the speeds that Carbonite "Halfway" advertises. You see, Carbonite s****s that they no longer throttle internet connection speeds and they also s**** that "You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection." The problem with the second s****ment is that my internet connection allows up to 22Mbps. I have tried two different ways to contact Carbonite about this, but they are stating that the speed issue is solely on my end. I've had two other online backup services installed during my trials, and the other two not only used the internet speed, they showed it (using 17Mbps - 19Mbps) constant. In both cases I was able to upload 133GB in about 37 hours. With Carbonite, I'm going on three days and I'm just barely halfway done. This sounds like the speeds are being throttled? I have Carbonite installed on a machine that has no other programs running...not even Virus protection. I've explained this to Carbonite support who also s****s "Additionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks." There is nothing on this system to slow down Carbonite or that uses any bandwidth allocation. The throttling is not coming from this end...but Carbonite support is not giving a clear answer as to why. Back to the previous s****ment that "You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection. " If this s****ment is true, then Carbonite has to throttle the connection. If that is the case, then Carbonite is being sold under false claims. I'm actually getting less than these speeds. I was told by the last agent that the program is built for the normal casual user who doesn't need to see these things. "I", on the other hand...do. I would like to purchase a product that actually performs as the Support and website claim they do. I'm being told that this issue is mine because they s****: "Carbonite Personal has introduced measures to remove all bandwidth throttling when backing up files for new Carbonite users. These measures will start for new customers who sign up to use Carbonite and these changes are currently rolling out to existing customers. Once this change is fully made, you should notice faster upload speeds for larger backups. As we will no longer be limiting the amount of data you can upload at a time, the speed of your Internet connection is the primary limiting factor for the speed of your backup."

Desired Settlement: Carbonite needs to make it clear as to what their program does. Carbonite needs to show that the throttling is coming from the customers end Vs. their program or their servers. Carbonite needs to either claim 10Mbps upload speed or that they do not throttle speeds. These two different s****ments can not exist together on the same site for the same product.

Business Response: Hello Mr. ****, Thank you for contacting us through the BBB. We appreciate your feedback regarding your recent support sessions involving internet speed and throttling. Carbonite has removed throttling from all of our servers. Throttling has been removed from all existing and new users. I can see that all 3 of your 15 day free trials have had excellent upload speeds. You uploaded approx. 373GB in 15 days. That is an average of almost 25GB per day. Your current 15 day free trial has uploaded approx. 80GB in 4 days. We advertise that you may experience up to 10Mbps with the speed of your Internet connection being the primary factor for the speed of your backup. You s**** that your Internet connection allows you up to 22Mbps. Please note that both of these are ‘up to’ meaning that you will not always be allowed the maximum. Other factors that could impact your upload speed are, the speed of your computer, the amount of data you have selected for backup, your computers hibernation and sleep settings. You may also want to check with your ISP to see if they are imposing a monthly upload allowance and when you hit that allowance, your speeds will decrease. Thank you for considering Carbonite for your online backup needs. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below.  [I appreciate such a quick response, but my question is not in the "what-ifs" realm.  I have full allocated internet speeds for this program and the other two that I've tried.   I am not being throttled by my machine, ISP, computer resources or any other internet usage.  My ISP does not limit my speed or usage at any time.  I am installing this on a system dedicated solely to this backup.  The other two programs took full advantage of my internet speeds, Carbonite is not.  I can not get the program to use the speeds allotted.  As you've stated, I've even tried uninstalling and reinstalling.  80GB in 4 days averages 2.1Mbps upload.  Even if I were lucky enough to get the 10Mbps I'd have the same 133GB in 37 hours that I'm getting with everything else.I understand what you're saying, but the results don't line up the any of the text in the explanation.  Please understand that I am fully aware of the speeds I'm getting, I know how to check it, change it and allocate it.  Carbonite is not using what's available.  It's a bare machine with nothing holding it back.  I have to also say that if it is an issue of distance to the server, that's understandable...but should also be listed as a problem.To suggest that the issue lies solely on my end is why I've sent the complaint to begin with.  It's easy to just say "there are numerous factors that can effect speed, but we do not throttle."  That says it all...and I agree.  However, I know how to test my speeds, eliminate bottlenecks and the like.  There is nothing hindering this program from using the my internet speed...so I'm using process of elimination.  The last agent I spoke with said that pinging my system showed a speed of 2.1Mbps...which makes sense.  This agent then said that it may be an issue of distance.  I get that as well, but it's not on your site. Your site says that Carbonite may automatically take a lower priority if the system is used for other programs...this is also not an issue.No one has yet worked with me to find out what that is.  All trouble shooting is left up to me and Carbonite just has this nifty disclaimer that should settle it.  It does not settle or answer why this is occurring, and why the fix is entirely on my end?  It seems more convenient than anything.Everything listed on your site as a possible bottleneck for speed has been tested, eliminated or doesn't exist at this end.] Regards, ******* ****    

Business Response: Hello Mr. ****, Thank you for evaluating our free 15 day, no obligation, trial on three occasions. I have confirmed that none of the computers on those trials are throttled. I did have one of our engineers take a closer look at all of your trials. We can see that on 2 of the trials you were on a different IP address than the third one both in *****. Perhaps one was from work and one from home.  It appears that you were backing up 2 different sets of files; one seems to have more smaller files and the other has fewer number of files but they are larger. This can change your experience given the way Carbonite uploads the files to our servers. On the computer named ************** you received excellent data rates backing up approx. 373GB during the trial. This is the one that had fewer larger files in the backup set. Once your initial backup is complete, Carbonite only backs up the changes. These different situations can change the experience during your upload as well as the other factors discussed in previous posts. Thank you again for giving Carbonite a try.Sincerely, *******Solutions Team SpecialistCarbonite, Inc.  

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 # ********. Please add your rejection comments below.  [I do realize that I'm on my 3rd trial, as I've said..."I want to purchase this product".  The problem is still that the program isn't using the speeds allocated for it.I have tried with two different sets of files.  Photos, which are the small files you're speaking of and audio, which are the fewer but larger files you referred to.  In both instances, the program acted the same and would not use the allocated speeds.  This is the only one program out of 3 that isn't using it.  I'm not sure why you're saying that I'm getting good speeds?  373GB of data in 30 days is just over 1Mbps Upstream...and that is NOT a good speed.  Even now, I'm 9 days into this trial and have 191GB backed up...which averages right at 2Mbps Upstream.  These are the results I'm getting.Since I've been conversing with you through the BBB, I have seen the speeds increase.  I don't know whether your engineers found something or switched something while they were looking...but I have seen good speeds during this back and forth.  It is still not consistent as of yet, so I will keep an eye on it.  A big portion of that 191GB's is only in the last few days.In the meantime, if you look at the numbers...those are NOT good speeds...and this is what I've been getting from this program.  Again, I have no bottlenecks on this end and I'm only trying to figure out the problem.  If this program were using the speeds alloted (the same as the other two program, I'd expect the same average of about 10 to 12Mbps Up.  Even if I was even getting the "up to 10Mbps", I would have the same 191GB's done in two days and the 373GB's in just under 4 days...as it is with the other two programs.  I understand that you can't speak to the results of two other programs, I only do so because they are competitors and the only real comparison I can make. They both offer unthrottled upload speed, It's just that I can actually see the speeds by the results.] Regards, ******* ****    

Business Response: Dear Mr. ****,Thank you again for your response. I can assure you that nothing has changed on our end during our reviews of your trials. As we have s****d previously, there are several factors that determine how fast your data will be uploaded to our servers. You actually uploaded 373GB to our servers in 15 days, not 30 days. Our consumer trials are 15 days. Thank you for taking advantage of our trial and for considering Carbonite. Regards,*******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  [The 373GB's was a combination of two trials which is 30 days...however, even at 15days that's 2Mbps Up.  The 191GB's that I have now is 9 days which averages 2Mbps.  Is that not obvious somehow?  Your agent said that he was pinging me at 1.1Mbps.  Is that not obvious somehow?The speeds are not being used by your program.Lets do this...let's eliminate or at least pin-point each of those "numerous factors".  At some point in time, we should be able to figure out what is slowing it down, right?The website says this:About Your Backup SpeedThe speed of your Internet connection is the primary factor for how fast you can back up your files to Carbonite's servers. Your backup speed will also depend on the speed of your computer, the amount of data selected for backup, and the amount of strain your other programs and services have on your internet connection.You will be able to experience upload speeds of up to 10Mbps depending on the speed of your internet connection. For example, a **** (fiber optic connection) user will back up and restore at a much faster rate than a *** user. A cable user may back up and restore slower during peak cable usage times. Additionally, Carbonite slows down while you are using your computer to avoid interfering with your important tasks.Your computer's hibernation and sleep settings can also effect your backup speed. Adjusting these settings for your PC or *** so that your computer remains on will help ensure that your initial backup happens as fast as possible. Increasing Your Backup SpeedTips that may help increase your backup speed:Physically connect your computer to your router or modem instead of using a wireless connection.When practical, use the computer as seldom as possible during backups. Adjust sleep and hibernation settings so that your computer remains on.Close programs you aren't actively using - especially those that connect to the internet.Ensure that Carbonite is properly allowed through your firewall or other security software.Note: Backup and restore operations can only take place while the computer is on and connected to the internet. If your computer is in a low power state, hibernate, or sleep mode, Carbonite cannot perform backup or restore operations. When your computer turns on and connects to the Internet, your backup will resume from the file it left off on. I have covered all of this, and I meet all of the qualifications listed under "Tips that may help increase your backup speed"Since you are going to stick to their being a problem on this end, please tell me of the other possibilities that I am or may be missing  Thank you.] Regards, ******* ****    

1/10/2016 Problems with Product/Service | Read Complaint Details
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Complaint: I entered into a contract with Carbonite to act as a backup for my computer data in 2014 and 2015. When my computer recently crashed, I went to them to provide their services in providing the backup for the computer. After weeks and many hours, they were unable to fulfill their part claiming the file they had for the backup was corrupt and I would need to start over. Unfortunately, the backup disk they provided erased essential files on the computer and it was unusable. This has caused me to have to take it to another service to repair the computer and all the data was completely lost and cannot be retrieved. The company did not fulfill their terms and working with this company has cost me countless hours as well as additional money. I did contact the company and request a refund and they refused saying it was not their policy to provide refunds.

Desired Settlement: I would like a full refund of 99.99 and 89.99 totaling $189.98 that I have paid to them so far.

Business Response: Hello Ms. ********, Thank you for contacting us through the BBB. I am sorry that you had issues with your ****** ***** restore. I see that our escalations technician, ****** will be following up with you today as promised through our secure support portal. He will assist you in reaching a mutual resolution.   Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below.  I have already dealt with ****** and have been told that this situation could not be resolved.  Please see his email response below.  Since there is no way to restore the information on my computer, and since it looks as if I have to start over and seek and pay for assistance elsewhere, I see no options that he can provide that would make me change my mind about wanting my money back and discontinuing any further service with Carbonite.  Carbonite Support <support@carbonite.com> Dec 31 at 4:49 PM**************************Message bodyHello ******,I apologize about the delay in my response.  Between myself and the engineering Team we have been able to determine that a ****** ***** recovery is not going to be a viable recovery option.  The ****** ***** database has been corrupted too badly to allow a proper restore, which is what I feared.Regrettably the only option left would be to just go through and reinstall ******* on the computer.  We would then have to start ****** ***** over from scratch and make new snapshots.If you need further assistance please respond to this email. I am generally available Monday through Friday 1 PM and 8 PM EST.Sincerely,****** W.Sr. Technical Support Professional, Escalations Teamwww.carbonite.comThe Better Backup Plan    

Business Response: Hello ******,Thank you for your response. I have spoken to ****** and he informs me that you have come to a mutual resolution on your case.  Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ********

1/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a customer for over 2 years I found out that Carbonite was not backing up my file for over a year and I did not receive any notices that Carbonite was not backing up my system - This has been verified by Carbonite staff When I asked for extension to my subscription **** a manager told me he would give me 3 month , When mentioned to him that I was with out out the service for a year which I had prepaid for the service. He did not get back to me as he said he would. 2 Weeks later called him he said he would give 3 months, after multiple call he finally gave me 1 year. I told ***** this was unacceptable, he said take or leave it. While this was going on I was trying to get my data restored, 30 day later and multiple tries, I still do not have the data re-stored. On last attempt after 4 days I have 16% of data, when I asked for the the data to be shipped to me, ***** the manager said they my plan that allows this. He really could care if I get my data or not I have asked if I could up my plan for 1 day of course ***** has not gotten back to me The tech staff seems embarrassed **** does not want to make this right

Desired Settlement: What I want is my data - now and suitable free extension of my plan for all the problem in their service

Business Response: Hello Mr. *******, Thank you for contacting us through the BBB. I apologize for any frustration that you have endured. I have reviewed your case with our Team Manager, ***********. He informs me that your restore is progressing and once that is completed, we will be refunding your most recent renewal. We are sorry that Carbonite can no longer meet your online backup needs. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below.  Himy understating is  due to the poor support and the failure of your system  I would be receiving a 3 year refund, after my restore is completed, but be extended  my back up service with your company for 4 years as a accomadation, is correct? This according to ***** ***** ******* Regards, ***** *******    

Business Response: Hello Mr. *******, Thank you for responding and I apologize that there was a misunderstanding. *********** will be reaching out to you to follow up and resolve your case. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonate automatically renewed an annual subscription on 12/19/2015. I requested that they cancel the subscription as I no longer use the product. I requested to be refunded $59.99 for the renewal. Carbonite requested further information from me including last 4 digits of credit card billed, the cardholder name, the billing address and I sent this information to them. Carbonite said the information was incorrect, yet I have the credit card billing statement to prove the charge on this card. They further requested additional information, as follows: "We can accept any correct answer to the categories below. Please know that we may be able to help you faster if you call or chat with a representative for live support, our contact information is below. 1. The name of the computer the backup software was installed on (see instructions below). Finding Your Computer's Name *************************************************************************************** 2. An estimate of how much data you backed up. 3. The activation code associated with your backup software (see instructions below). Open the Carbonite InfoCenter and select Account from the left-hand menu, the Activation Code will be listed on the screen. 4. The date and approximate time you installed the trial software. 5. The serial number associated with your backup software (see instructions below). Open the Carbonite InfoCenter and select Account from the left-hand menu, the serial number will be listed on the screen. 6. The last 4 digits of the credit card on the account. 7. The name as it appears on the credit card. 8. The full billing address associated with the credit card." I no longer have the computer in question and therefore do not have access to the information they request. I sent them proof of purchase from the email they sent to me, plus another screen shot of the number of files they said were backed up 32,175 files.

Desired Settlement: Refund back to card billed. If they billed to it they can refund to it.

Business Response: Hello Ms. ******,   Thank you for contacting us through the BBB. I apologize that you were unaware of the recurring billing on your Carbonite account. We appreciate you verifying your account on 1/4/16. We have refunded your latest renewal back to your credit card. Please allow 24 to 48 hours for the credit to post.   Sincerely,   ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

12/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This restore process was a nightmare. It took 3 attempts to restore my data and now much of it is duplicated on my hard drive Here's the story. The computer that I had backed up with carbonate died. I bought a new one and initiated a restore of my data. It did not work. It took two different attempt by customer service to restore my data. However, in the end much of my data was duplicated possible even tripled on my hard drive. A 90 gig restore file now takes up almost 200 gigs on my hard drive. I asked two different CS agents to help me with my problem. The first one said I didn't have any delicate data. After investigating further myself, I found numerous duplicate folders with huge amounts of data duplicated. Again, I called carbonate CS and asked them to help me find the duplicated data and get it off my hard drive. The CS agent said he could confirm that I did have duplicate data on my hard drive but that he could not help me delete it. He said it was against their policies. I begged and pleaded and he said it again that its against their policies. I finally got to speak to a supervisor (******) and he was not happy about my request to fix my duplicate data problem. He tried to blame it on me saying I initiated the first restore process. I told him his agents did two additional restores and I just needed my duplicate data deleted. Again he became agitated at my pleas for help and this made me nervous since he had actual control of my computer thru remote access. He started moving files around and I had no idea what he was doing. He wouldn't talk me thru what he was doing either. He simply stated (in an upset tone) that I need to trust him and kept moving files around. When I told him it made me nervous, he said I was being combative. When I asked how so, he said because you don't believe what I'm telling you. I was floored by his response. I was the one needing help and it was scary to have an upset customer service agent controlling my computer. I asked to speak to his supervisor. He said that was impossible they did not escalated calls from the floor to management. I ask him to stop his remote access and Told him I would proceed a different direction. So Carbonite, will you help me get this mess straightened out please!

Desired Settlement: I would like a CS agent that is not upset and/or angry to help me get the duplicate data (from 3 restore attempts) off my hard drive.

Business Response: Hello Ms. ******,Thank you for contacting us through the BBB. I am sorry that you had issues with your restore sessions causing duplication on your computer. Our agents go through extensive training, both technical and customer service oriented. We understand the sensitivity and security issues that are involved when we remote into a user’s computer. I do apologize if you felt that we were not performing to the utmost standard. We will be reviewing all of your support calls to understand how we can improve. I have asked one of our Senior Escalation members to contact you to assist with removing the duplicate restores. Thank you for giving us the opportunity to make this right.Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******** ******

12/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 9/20/15, I purchased a "Carbonite Personal Plus - Two Years" subscription for $159.98. I later asked to cancel the subscription, but Carbonite advised right away, on 11/16/15, that "Unfortunately your account is not eligible for our 30-day refund policy." The link to the refund policy is *****************************************************************************, and states the following: You may cancel your Carbonite subscription for a full refund within the first thirty (30) days. If you choose to cancel after the first thirty days, subscription fees already paid for the then existing subscription will not be refunded to you. This is a huge surprise because it goes against common sense in the software backup industry, which is based on the amount & time of data used. For example, during the same time frame I also cancelled another account with *********, and they refunded my unused portion without any problem; in fact, they kept my account active for free in hope that i will reconsider a subscription next year. Another competitive merchant is *********; their refund policy is as follows: "You can cancel your subscription online from the ********* web app. You will receive a pro-rated refund for any unused months left on the subscription." As mentioned above, Carbonite's refund policy is not industry standard and was not made clear at the time of purchase anywhere. Sure, in revisiting the small font on the website through a terms and condition link, the refund policy is mentioned only once, buried inside the last paragraph of a 9-page legal document among topics related to automatic renewal. This is deceptive trickery designed to cheat the unsuspecting buyer, and is not in character with a big name backup software company. I need a refund of the unused portion of the service. Carbonite sucks also because their synchronization speed slows down tremendously after a certain backup size, which is abnormal but also not advertised (no wonder). Carbonite is a dishonest company. But despite that, I just want a partial refund for the unused portion of my 2-year subscription.

Business Response: Hello Mr. **********,   Thank you for contacting us through the BBB. I apologize that Carbonite did not meet your online backup needs. We have responded to your request for a refund through our Customer Support Center.   Sincerely,   ******* Solutions Team Specialist Carbonite, Inc.

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonite offered a Black Friday special that offered their service for $29.99 per year. I took advantage of this offer and renewed my account at the low price. Two days later, Carbonite not only charged me $29.99 for the renewal, they tacked on another $59.99 charge for their normal price one year renewal, even though my account was already renewed. I contacted them twice about the issue and received no response. This is terrible customer service.

Desired Settlement: I would like Carbonite to answer their emails and reverse the fraudulent $59.99 charge that they made to my account.

Business Response: Hello Ms. *******, Thank you for contacting us through the BBB. I apologize that we did not respond to your request for a refund of the unwanted renewal.  I have had the automatic renewal purchase refunded back to your credit card today. Thank you for being a valued Carbonite customer. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

12/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: In 2012, when I was having computer problems, I realized that my computer had never been backed up and panicked that I might lose all the data on the computer. At that time, I signed up for Carbonite. When I signed up, I apparently signed up to have my account auto-renew every three years. In July, 2015, I received an email from Carbonite stating the following (verbatim -- copied and pasted from the email I was sent): Credit Card on file has expired Dear K****, We’ve tried renewing your Carbonite online backup subscription for Home but the payment information we have on file for you needs to be updated. Please update your payment information immediately to avoid further interruption of your backup service. Update Payment Info Updating your information is quick and easy. Once you update your payment details, your service will resume and we will send you a confirmation email within 24 hours. If you have any questions about updating your payment information, please contact Customer Support. Sincerely, The Carbonite Team. Since I had not used the service for nearly two years at the time (the last back-up shown on the website was September 2, 2013), I decided I would not renew and did not send my updated credit card information. The credit card account they had on file, in fact, had been closed due to fraudulent activity and the expiration date had long passed. My assumption was that without the updated credit card information, they would be unable to charge my account. That was wrong... Little did I realize at the time, they sent the charge through with the expired expiration date and the deleted account information and my bank honored it. So my account was renewed for three years on a credit card account that had been deleted and a card that had long expired (even if the account hadn't been deleted). Never did I send in my updated information. An interruption in service was of no concern to me since I was no longer using their services (as verified by their own records). Never did I receive an email from Carbonite notifying me that my credit card had, in fact, been charged and that services from Carbonite had been renewed for three years. The only notification I got was that if I didn't provide updated credit card information, there would be an interruption in service -- service I no long wanted, needed or used. When I realized the charge had been made (today -- December 10th), I notified them immediately. They refused to remove it. I worked through my bank, who requested that the issue be escalated to another level. The representative at Carbonite refused. I was outside of the 90 days they require for a refund. (In fact, the charge was made a little over 4 months ago -- it was posted to my account on August 2nd, so I am barely outside of Carbonite's 90-day requirement and according to their own records, I have not used their services in the intervening days or for nearly two years before that.) I was not pleased with their services to begin with (and therefore had not used Carbonite for several years), but I am doubly displeased with a company that has to "screw" their customers out of funds when they clearly did not intend to renew their services with the company. Is it really worth the $172.68 to them? Apparently so. I would never, ever recommend this company to anyone. There are too many better options out there -- and certainly there are companies who are more above board than this.

Desired Settlement: I believe this billing should be refunded in full. In fact, it never should have been made in the first place. The charge was put through on a card account that had been closed due to fraudulent activity and on a card that would have been expired even if the account wasn't close. The email from Carbonite indicated that unless my credit card information was updated, there would be a lapse in my service, which was of no concern to me since I no longer desired to use their services. They never sent a confirmation email to indicate that the charge was, in fact, put through.

Business Response: Hello Ms. *******, Thank you for contacting us through the BBB. Your subscription was automatically renewed on 7/30/15 because automatic renewal was selected at the time of the original purchase. I am sorry that Carbonite can no longer meet your online backup needs. We have refunded the charge, in full, back to your credit card. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ***** *******

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been backing my computer up with Carbonite for 2-1/2 years. It was supposed to be a "Peace of Mind" if my computer crashed or any other technical problem. I have never needed to use this product before, my computer has been fine for 2-1/2 years. I thought the product would work as advertised! This morning, my computer would not turn on. I borrowed my son's laptop and went to restore the three files I needed for work. 2 of the files restored fine. The 3rd file would not restore (the most important file). It kept giving me the error #404. I was not sure if it was something I had done or if it was a problem with Carbonite. I emailed them explaining the situation with the error code. I received an email from Carbonite stating that "404 is some sort of issue with the website. It should only be a temporary issue". At this point I realized, this product does not work. I called their customer service and told them the above and that I wanted a refund for a half a year because their product apparently is not dependable. I had paid for a full year back in June 2015. I was told they only refund if it is in the first 30 days of payment. If my computer failed in June 2015, I would of cancelled it immediately and this would have not been an issue. Unfortunately, I did not realize until today how unreliable this product is.

Desired Settlement: Refund for November 2015 until the subscription is over.

Business Response: Hello Ms. *****,   Thank you for contacting us through the BBB and for being a loyal customer for over 2 years. I am happy to hear that *********** was able to contact you to assist with restoring your Access database files. I have added a month to your subscription as a courtesy. Please let us know if you need further assistance.   Sincerely,   ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *****

11/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid for a subscription to Carbonite which expires in 2018. I spent 2 weeks and at least 2 to 3 hours with their tech support trying to get a new ******* pro computer to back up properly. At their rate of file backup, I think it would still be trying to back up my system 3 months from now. After having the files repeatedly freeze and their system barely working, I asked Carbonite to refund my subscription. They refused to do so saying that "30 days have passed so you are not entitled to a refund." I think it is wrong for a company to charge for a service which they cannot provide. They are, however, willing to waste hours of my time with low level technicians who don't know what they are doing.

Desired Settlement: A refund of my subscription

Business Response: Hello Ms. ********,   Thank you for contacting us through the BBB. I apologize that Carbonite did not meet your online backup needs. We have responded to your request for a refund through our Customer Support Center.   Sincerely,   ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** ******** Carbonite has indicated they will be issuing a refund for the remainder of the subscription.  I have not yet seen my account credited.

10/18/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: They charged my credit card after I cancelled membership and removed my credit card from my account. The credit card was expired and they still charged it. I stopped auto-renew and they still charged my credit card. I think that might be fraud.

Desired Settlement: I want them to stop emailing me about how concerned & sorry they are and credit my card back the $59.99. They continue to ask for me to prove that I'm the owner of the account and want to get me back on the phone. The last time I did that, all they wanted me to do was renew my subscription. NO THANK YOU!!!

Business Response: Hello Mr. ******,Thank you for contacting us through the BBB. Your subscription was automatically renewed on 9/24/15 because automatic renewal was selected at the time of the original purchase. I see that you deactivated your recurring billing on 9/26/15. I am sorry that Carbonite can no longer meet your online backup needs and have had your recent renewal refunded back to your credit card.Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  Hopefully they will credit the card that was fraudulently charged.  Their charge date was Sept 5, 2015 and I cancelled this in August 2015.  My credit card on file was expired and they charged it anyway by changing the expire date.  When I found this out, I went in and deleted the other card and made sure auto-renew was off, which it was.  They have their facts wrong!  I wonder how many more people they have done this too. Regards, ***** ******    

Business Response: Hello Mr. ******, Thank you for your response. I apologize for misinformingyou. Your account had actually auto renewed on 9/5/15. Our logs show that theAuto Renewal was deactivated on 9/23/15. Carbonite does not change expirationdates. You have been refunded and the auto renew is deactivated. Your accountis no longer active and you will not incur any further charges.  Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

10/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company was unable to locate files photos and pictures that I had with the company for over 3 years.

Desired Settlement: Locate files, photos or justly be compensated for the missing file and photos.

Business Response: Hello Mr. *** ****, Thank you for contacting us through the BBB. I have researched your issue and seethat our records indicate that you contacted us on 9/25/14 per Incident********** requesting a refund because you no longer had the computer. On9/25/14, we replied asking for verification of your account. On 9/30/14 @12:06PM, we received verification of the account and credit card information. Wethen processed a refund of $59.99 on 9/30/14 to your ********** ending in ****per your request. You received confirmation of that refund at ***********@yahoo.com.Per Carbonite’s refund policy and discussed with you upon issuing your refund,once your account is refunded, any data that was contained on our servers is nolonger available.  We then see that on 7/14/15, you installed a free, no obligation trial on acomputer named *****. The trial expired on 7/29/15. It was never converted to apaid subscription but we suspended that data deletion until 9/26/15. I see fromyour support that the data you were looking for was on the subscription thatyou had refunded. You are still able to access both of your mobile devices atno charge. I do apologize that your data is no longer available, however, thiswas per your instructions to issue a refund for the unwanted renewal back on9/30/2014. Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

8/13/2015 Delivery Issues | Read Complaint Details
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Complaint: I purchased Carbonite to back up my files on a computer that I had that I was selling. I did the backup and it completed successfully which I checked via the access files options via the website. All files showed accounted for. I purchased a new *** computer in which I was going to restore my files but when I did I got several errors stating that it couldn't be downloaded. I reached out to tech support and was escalated to a higher tier. They troubleshot the problem and they couldn't find a resolution. They proceeded to tell me that this could have been an issue with my previous computer which was running with no problems. I lost hours of my school work because of this and I feel that Carbonite should make this right.

Desired Settlement: I would like a complete refund of the services provided since they weren't provided to begin with.

Business Response: Hello Mr. ******,  Thank you for contacting us through the BBB. I apologize that Carbonite did not meet youronline backup needs. We have responded to your request for a refund through our Customer Support Center. Sincerely, *******Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, **** ******

8/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had auto renewal on my back-up with Carbonite. Apparently my credit card had expired and the auto renewal never happened. Carbonite never contacted me to let me know the auto renewal did not go through. Not one attempt to contact me and let me know. Instead, they purged all my data, everything. I had no knowledge any of this was going on until I went into my account to retrieve a file and nothing was there. I have asked them to forward any communication that sent me to tell me the auto renewal was not going through or that they would be purging all my data. They have not sent me anything so they do not have anything. I have asked for a manager to contact me in writing and explain what happened. I cannot get any response from them to this situation other then automatic emails with no information.

Desired Settlement: I would like my data back.

Business Response: Hello Ms. ******, Thank you for contacting us through the BBB. Our recordsshow that the Carbonite account under j******@********.comexpired 101 days ago for non-payment. Carbonite attempted to charge the card onfile on April 9, 2015 however, we received an error message, Pick up Card,which typically indicates that the card was bad or reported stolen, so we wereunable to process the payment. When a renewal is unable to be processed,Carbonite sends automated messages to the email on file. If you did not receivesuch email, it is likely your ISP server blocked our message from beingdelivered. Additionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (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) failureto comply with these Terms. You acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it is Carbonite'spolicy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solely responsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information.  Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

Consumer Response: If they sent me an automated response why can't they produce the emails they supposedly sent to me.  They have no problem getting marketing emails and other automated emails through to me so I do not believe they sent any notifications what so ever.  This is a very bad excuse for doing very bad business.   Regards, *** ******    

Business Response: Hello Ms. ******,Thank you for your response. Our promotional emails are sentfrom a different server than your account notifications. Your ISP blocked the account notifications from being delivered.When a renewal is unable to be processed, Carbonite sendsautomated messages to the email on file. However, since you did not receivesuch email, it is likely your ISP server blocked our message from beingdelivered. Additionally, Carbonite’s Terms of Service state:“Your subscription will automatically terminate or expire, and Your Account andaccess to Your User Data will be disabled upon (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) failureto comply with these Terms. You acknowledge and agree that after anynon-renewal, cancellation, or expiration of Your subscription, it isCarbonite's policy to automatically delete all User Data protected by Your Account that isstored on Carbonite servers or on Carbonite's third-party cloud storageproviders.”In addition, the Terms of Service state “You, not Carbonite, are solelyresponsible for YourAccount and User Data.” It is the customers responsibility to ensure theiraccount is update with accurate information. Sincerely,*******Solutions Team SpecialistCarbonite. Inc.

5/22/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a loyal customer of Carbonite’s for several years. Recently I re-committed to Carbonite until March of 2018. I have been satisfied with the service until now. At the beginning of the year my hard-drive crashed. No fear, I thought, Carbonite is my safe backup. Unfortunately many of my precious, family videos were not restored. Customer service explained, belatedly, that I hadn’t signed up for the service that restored videos. This is incomprehensible to me as the entire point of the backup service was to safe keep my family videos along with my pictures (most of which were restored.) If it had been made clear at sign up that videos were not included I would have made every effort to secure that service. During the signup process, it is never made clear that videos are not included in the offering. There is mention of video backup not being “automatic”. So I manually clicked on the “my videos” folder containing the videos and specifically told Carbonite to backup those files. That is the logical and consistent approach to indicating files to backup. To expect the user to go through and manually click on hundreds of files is absurd. So while clicking at the folder level is good for every other type of file, it won’t work for videos. Somehow the user is meant to keep track of when telling Carbonite to backup an entire file folder will work and when it won’t. While files were backing up, it was never clear that files in the “my videos” folder were not being backed up. There was a yellow dot, indicating that files were pending backup. If files in that folder were not going to be backed up I would have expected to see a “green donut” which is supposed to indicate files in the folder will NOT be backed up. Again it is absurd that you wouldn’t code this with a bright red dot. If Carbonite, a backup service, is NOT backing up files in standard ********* file folders certainly the user should be notified in an obvious manner. Finally, now that the restore is done, it’s not even true that Carbonite doesn’t backup video files. Some dozens of videos were, in fact, restored. I don’t know how a user is supposed to go through the hundreds of files and poorly color-coded dots and determine if their backup is secure or not. Carbonite has made some lofty promises (“automatic”, “easy”, “secure”) and has failed. You can still make this right and keep me as a customer and an advocate of Carbonite’s. I intend to ship my disk drive to *** **** ****** ****** in Livermore, CA (or similar service). They offer to recover data from drives at prices starting at $500. I will forward the invoice so that I can be reimbursed. I hope that I can continue to be a satisfied customer and recommend Carbonite for its commitment to standing behind the promises it makes. Please contact me via the email address above at your earliest convenience.

Desired Settlement: I request that Carbonite refunds me the amount of money spent to recover the data from my harddrive.

Business Response: Hello **. ****, Thank you for contacting us through the BBB. I am sorry to hear that your hard drive crashed and for theconfusion on the features of your plan. Carbonite offers 3 different consumerplans to meet users particular needs. We offer Consumer Basic, Plus and Prime.This information is easily found at *************************************************************You can see that additional features for each are in bold and green lettering,intended to highlight the additional offerings. You will also find this information by following this link: *****************************************************************. In addition, during the install process we provide a pop up message that warns you containing this information.I see that you selected the Basic plan that does not automatically backup videos. They would need to be selected manually with this plan. Our Senior Manager of *********** has informed me that he, as well as other support representatives, have spoken to you at length on these issues. We provide free US based customer support. Our agents are happy to demonstrate howour products work or answer any questions. We are happy to have a seniortechnician work with you to ensure that Carbonite is backing up all yourvaluable files.Sincerely,******* Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  The response from Carbonite is unacceptable. If the companyis truly “sorry” it will make me whole by sending me a check for the amount ofretrieving that data that I reasonably thought was backed up by Carbonite. Mylatest estimate for that amount is $1,100, which is the quote I received from TheData Rescue Center in Fremont, CA.The reason that Carbonite should make me whole is that itstrade practices meet the standard of deceptive as defined by the Federal TradeCommission.First, there is a representation that is likely to misleadthe consumer, namely that Carbonite’s service is “unlimited” and “easy”. Theseclaims are made very prominently on Carbonite’s website.  For example:********** ***** *******Carbonite Personal offersunlimited cloud storage as part of your subscription. You can back up all yourfiles without worrying about running out of space.”After reading that claim it is unreasonable to assume that a customerwill then delve deeply into Carbonite.com’s website to find out that “unlimited”and “all of your files” does not mean that, but, in fact means that the serviceis limited to files that are not video files - the very opposite of the company's claim.Second, reasonable people can be confused by these claims of unlimiteddata backup. Typically in the industry data is measured in terms of size offiles, not file types. For instance, in cellular data the consumer is limitedin the amount of data he/she can download, not whether the files are emails,videos, etc. Carbonite arbitrarily limits video backup so that it can makethe claim of being “unlimited” without backing up the large files that mostconsumers have and value most. This is deceptive.Third, this deception on the part of Carbonite is material to me and toall reasonable consumers. A large and growing portion of files of consumers arevideos. It’s where we keep our memories that are the richest and most valued. ForCarbonite to exclude these files from its offerings can only be for purposes ofluring in reasonable consumers and then delivering an inferior service.“Unlimited”, “simple”, “automatic” these are thepromises that Carbonite explicitly and prominently proclaims in its website.These are straight forward terms, not subject to interpretation. I have beenthrough the sales process two times with Carbonite, and no mention was evermade of such a glaring exception to these simple claims. Carbonite needs tochange its deceptive trade practices and begin by making me whole. Regards, **** ****

Business Response: Dear **. ****, We appreciate your feedback and apologize for any inconvenience, however Carbonite’s website here, ********************************************************************************, clearly states:“During your free trial period, audio (such as **** and ****** music) and video files are notbacked up by default. After purchasing, your music files are automaticallyincluded as long as the folder they reside in is selected for back up. Witha Carbonite Personal Prime subscription, your video files are also includedautomatically after your purchase.” Carbonite’s Personal Plans website, found here, ********************************************* describes that aCarbonite Personal Prime product is required to automatically backup videos.You selected the Carbonite Personal Basic product which does not automaticallybackup video files. Carbonite’s website and marketing materials are clear in the description of the productsand their features. Our agents are happy to demonstrate how our products workor answer any questions you have. We are happy to have a senior technician workwith you to ensure that Carbonite is backing up all your valuable files if youwould like to discuss your backup with them.Regards,*******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  The response from Carbonite is unacceptable.The response must include a check for $1,100, which willcover the costs for restoring the data that Carbonite promised to cover, butdid not deliver.Carbonite says as evidence that it “clearly states” itsbackup policy. Its idea of clearly stating is a “support” site and not carbonite.com.Even then apparently the information is buried within an “article” and notstated at the top level site. Even the paragraph that Carbonite sites as beingso clear begins with “during your free trial period.” I was not a “trial”customer. I have been paying my subscription loyally for years. How far intoCarbonite’s extensive website is a reasonable consumer expected to delve todetermine that “unlimited” is, in fact, limited to the point of uselessness? The paragraph that Carbonite sites only mentions video filesin the context of the “Personal Prime” subscription. That is not thesubscription that I had. Discussion of what is or is not included with “PersonalPrime” is irrelevant to my case. I guess the company is arguing that if itdescribes the benefits available in the more expensive plan that would suggestthat these offerings are NOT available in the less expensive plan. This is notnecessarily the case, and a reasonable consumer would not necessarily draw thisconclusion. It’s just another way that Carbonite is dancing around the limitationsof its backup plans to draw in and deceive reasonable consumers.In its response Carbonite refers to the site http://www.carbonite.com/backup/buy-personal.That site only states that “automatic” backup of videos isn’t covered, implyingthe user need to take an action to backup videos. In other parts of your siteit indicates that you can designate the folder, and all its contents, forbackup.  (“files are automatically includedas long as the folder they reside in is selected for back up”)  I selected the “my videos” folder for backupusing the standard Carbonite procedure, but still Carbonite did not backup myfiles because of its deceptive practices.Carbonite says its agents are “happy” to discuss its plans.I spoke directly with a sales agent of Carbonite who never mentioned theomission of video files from the plan I was on. This is a classic, deceptive bait-and-switch. The bait is come for the”unlimited” and “easy” and “automatic” online backup. These are the messages atthe top of Carbonite’s website. These are the messages in its deceptive ads, aswell as what the representatives imply. The switch comes when the consumerrelies on the claims he is told that the bulk of his backup is NOT covered byCarbonite. Regards, **** ****

5/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dear Mr. ***** ******, CEO- I've been a customer for many years backing up several work stations, separately. Several months ago, I called your company seeking to save some money and was convinced that by consolidating as a group I would have significant savings and ample space. I was happy to save money! After about one week, I received an automated e-mail alerting me that I've used about 90% of allotted space and should consider upgrading and adding storage. Wait....What? Where's the savings? So, be grudgingly, I increased space and paid more. What savings? I'm now receiving e-mails that I'm now over the space. Over! Hi *******, You're receiving this message to make you aware that the files or servers selected for backup on Beantowne Marketing Promotions's Carbonite account exceeds 95% of its total storage capacity. Currently, your backup is totaling 367GB of your allotted 350GB total. Since your account is so close to the capacity limit we suggest purchasing additional storage now to ensure that your data will continue to be backed up without any interruption. To purchase additional storage, simply login to your account dashboard and click on "Add Storage". By adding storage now you won’t have to worry about your data going unprotected due to a capacity overage. Once you exceed capacity your backup has essentially stopped. If you have any questions, please contact us at ###-###-####. Sincerely, Carbonite Business Support I called today because I'm disappointed and wanted to cancel. Enough already. I spoke to a manager, **** *, who I did not click with. Asked to speak with her superior and she said, " she's the only mgr." No one to report to? Please........ I asked several times to speak with her boss and she finally gave me your e-mail. I've paid close to $700 to Carbonite, have used the service for about 173 days and am not entitled to a prorated refund. What? I hope to hear from you soon. Thanks for your time and consideration. Please note- I've also sent the exact same e-mail to the Atty General's office and the Boston branch of the Better Business Bureau. Thanks and regards, ******* ** **** ******** ********* * ********** ******** ******* ******** ******** **************** ** *** ** ********* MA ***** ###-###-#### ###-###-#### ###-###-#### ###-###-#### F

Desired Settlement: $534.00

Business Response: Hello Mr. ****, Thank you for contacting us through the BBB. I apologize that Carbonite Business did not meet your online backup needs. We have responded to your request for a pro-rated refund through our Customer Support center. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

4/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried to work with support to solve an issue with download speed, but they are either unable, incapable, or unwilling to fix the problem or provide me with a reason I should not get the same speeds I am capable of getting from the internet. Their techs have logged onto my system only to tell me (in short): 1) Everything is working properly, and 2) Carbonite DOES NOT throttle internet data speeds. I have an internet connection that is capable of 200 Megabits per second. The BEST speed I ever saw in their log was about 2 Megabits per second. The best speed I saw on my network monitor echoes that same speed (approximately 2 Megabits per second). That means I am getting data from them on my internet connection at about 1/100th the speed it is capable of! SO... If 1) is true then 2) MUST BE FALSE, and conversely if 2) is true then 1) MUST BE FALSE. I have printouts of the entire thread on my conversations with support to document my position.

Desired Settlement: IF Carbonite DOES NOT throttle internet data speeds, I want to be able to download data from them at the same speeds I can from other sites.

Business Response:  

Thank you for contacting us through the BBB. I understand that you are not satisfied with the
download speeds while restoring your data. However, Carbonite does not throttle your speeds. We will contact you
through our support site to process your request.

4/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hello, I am a technology professional. and after being a customer of ********* since 2010 and during that time managing to upload approximately 10TB of data files to their backup service, I started receiving emails from their VP of sales - Mr. **** ******, ********* Senior Vice President, Sales & Marketing ###-###-#### ****.******@*********.com - stating "I am contacting you to follow up about the ******* file server you're backing up using *********'s products designed for use on a single ** or Mac. Using a backup plan on a device for which it's not designed may place your important data at risk. To properly back up your ******* file server, I recommend you switch to ********* *** *****, which is created specifically for ******* file servers.". The computer in question IS a single ** that I built myself, uses only internal storage, and I use it as a home office computer to store all my files. Said single ** is running ******* Server rather than ******* Workstation, as the Server product is designed to operate 24/7 (something mandatory if one is to be able to upload their data to the cloud) and is designed to perform the single task of file sharing, optimally. Anyone using a workstation operating system on a home business computer clearly is not a technically savvy person and given *********'s throttling policy which slows uploads would never be able to backup all their data in a reasonable amount of time, as workstations "go to sleep" for power savings, and thus uploading of data for backup is interrupted. I responded to Mr. ****** in a polite email requesting clarification about his statement about my data being "at risk". I asked him to elaborate as to the details of the risk. In turn I received a reply email from Mr. *** *******, *********'s Inside Sales manager - ********@*********.com | ###-###-#### - who asked to call me to discuss the issue. I replied and requested we communicate via email. I did this so there is a "paper trail" and proof of the discussion. I proceeded to explain that for the past 4 years I had used the service with my home office **, and while excruciatingly slow to upload/backup my data to their systems, I am now in a good position and I do not plan to change anything. I even showed him a screenshot of their website where they state the Unlimited plan I was using was indeed meant for a home office computer. There was no mention of the operating system type, and honestly the OS should not make a difference unless it is unsupported by the backup program itself. Mr. ******* replied with "We not be supporting any home plans installed on any device with a server OS in the near future. That is why we are asking you to upgrade. The home plans were never intended for use on a device with a server OS, even if it's for personal use." I did some searching on their website and while NOT in the description of the Unlimited plan and only in the FAQ of their website I found a possibly newly added statement that reads: "Note: Personal Plans are not designed to support ******* Server OS. Need to back up a server? Try our Server Plans." That statement was new to me, makes no technical sense, and was not there when I started my subscription back in 2010. So apparently there was no problem paying them and using my computer with a Server OS for the 4 years time it took to finally upload all my data for backup, but now that they finally have all my data I am strong armed and forced from a $60.00/year Unlimited space backup plan to a $600.00/year Business plan (a 10 times cost increase) which is also limited to 1/20th of the backup space I am already using??? Why, only to fill their pockets? Any subsequent arguments from me about this scam seemed futile. I even informed Mr. ******* that their competition (********* by ******) provides the same level of service with unlimited storage as I have had with them, and does not care what Workstation or Server OS one runs. Unfortunately for me I would loose all the data currently with *********, would have to start the backup from scratch, and wait another 4 years to be able to complete another full upload if I were to switch to ********* or any of *********'s competition. Therefore switching companies is not really an option, and neither is being bullied into paying 10 times what I have been paying only to be switched to a new and storage crippled service by a greedy company uninterested in their customers or fair market competition. One only has to look up the rating of ********* on **** to see what people's experiences with Carbonie have been. Also their rating on BBB is dismal at best with lots of complaints.

Desired Settlement: Company should continue to honor their agreement to provide unlimited storage for a "home office" computer with internal storage, as per the original terms of the sale of service and refrain from strong arm tactics and baseless threats about loss of data. Alternatively, and should Carbonite refuse to honor their agreement, I will have to move to a competitor. Doing so would cause me to loose 4 years of time and 10TB of data and start again from scratch. If I am forced to do this, I am requesting that Carbonate reimburse me for the cost of the subscription as well as the cost of electricity used during the last 4 years to keep my computer operational 24/7 in order to upload said data, which will be lost.

Business Response: Hello Mr. ****, Thank you for contacting us through the BBB and for being a loyal customer since 2010. Carbonite hasspecifically designed our *** ***** product to work on Server plans. Ourconsumer product that you have been using was never intended or designed toback up a Server Operating system. It was also not intended to backup 10TB ofdata or perform a successful restore for that amount of data. We have beenalerting our consumer users that we will not be supporting that product whenused on a ******* File Server, as we have a product specifically designed withthe features to support your system0. We are not trying to shut you out, we arewilling to work with you and protect your data. You state that you have neverhad an issue using the incorrect product but I see that you have never tried torestore all of your data. We cannot guarantee the products success if youshould need to restore 10TB of data, while using the incorrect product. Iunderstand your concerns regarding the upload process time, however you will notneed to perform the backup again when you convert to *** *****. Part of the conversion process is that you do not need to preform the backup again. We are happy toassist you with your conversion to the *** ***** product to ensure your data is correctly backed up and the product is functioning correctly.Sincerely, ******* Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  The business (Carbonite) is sticking to the same broken record.  They claim the "product" I am using was not meant to backup as much data as I have been, yet it is marketed and sold as an UNLIMITED backup solution.  Hypocritical! They also claim the backup product I am using is "unstable", yet the SAME exact product is used with all their ******* backup plans and services, regardless of version of *******. The only difference is at the licensing level!  Carbnonite has a single ******* client software, so these comments are obviously geared towards the ignorant and non-technical.  What is happening is that Carbonite, in their rush to compete, has created a backup plan that they never assumed people would actually use to the fullest extent as marketed, and now wish to make more money from said clients.  This is akin to an "all-you-can-eat" restaurant trying to convince patrons to switch from the unlimited buffet to the pricier and limited a-la-carte menu system, but only because they ate too much!    Offering to "convert" my data easily and for free between plans is another joke, as the plans and the data itself are completely separate entities. This "conversion" is just a simple billing system mapping for a more expensive plan, the data never gets touched as it's encrypted.  I was not born yesterday and yes I think that if a company accepts payment for a service, they should stick by the grandfathered clients, even if they realize that they could have made more money by selling said service piecemeal. Feel free to change the unlimited plan and feel free to upgrade your backup software to detect the server operating system and thus restrict new clients from using this plan before they are invested, but don't play games with grandfathered clients and their data.To recap, I have been using the same/only Carbonite backup software ("product") with an Unlimited Plan, who's only restrictions have been that it can only be used on a single computer with local storage.  Both of these requirements have been met.  I am not in violation of any other restrictions and thus would like to continue using said service in the same fashion and at the same price point, a price-pont and service tier that is still active and still being offered.  Regards, ****** ****    

Business Response: Dear Mr. ****, Thank you for contacting Carbonite through the BBB. In 2010, you purchased a Personal Basicsubscription for 59.99 per/year, for a single desktop/laptop computer. Carbonite advertises the Personal Basicsubscription as unlimited cloud storage space per computer and states,“Personal Plans are not designed to back up ******* Server OS. Need to back upa server? Try our Server Plans.”Our records indicate that you have over 14 terabytes of data backed up ona file server with a Personal Basic subscription. More directly, the Personal Basic subscription is being used to back up a *******Server OS - a use that is expressly exempted from the Personal Basicsubscription. Consistent with this prohibition, Carbonite’s Terms of Servicestates, “Carbonite may … cancel Your subscription, if You … manipulate a Servicein any manner not specified by Carbonite.” While we value your business as alongstanding customer, Personal plans are not designed or offered to back up a******* Server OS and to do so contravenes the plain language on Carbonite’swebsite and the Terms. We have made numerous attempts to get in touch with you in order to help you transition to aCarbonite solution designed specifically to meet your needs. However, you havebeen unreachable. If we are unable to obtain your commitment to transition tothe appropriate product for your needs, Carbonite will be forced to terminateyour Personal Basic subscription as of April 30, 2015. Thank you. 

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 # ********. Please add your rejection comments below.  Everything stated above is incorrect and manipulated.  Carbonite has turned into a money hungry operation that has no regard for its clients and cannot abide by their own original policies.Let me make a few simple bullets to illustrate my point:1) The plan I am using is PERSONAL & UNLIMITED! - So why are you counting the size of my data??? - How is the size of my data relevant on an UNLIMITED plan????2) You can't even read your own records! - It is 10.5TB of data, not "over 14TB" of data and thats a big difference. Shows ignorance of the facts and specifics on the account from whomever is responding to this case on the Carbonite side.3) The computer is a Desktop Computer, a ***** if specifics are needed.  Just because it runs one flavor of an ** that no one had any issues with for 4 years it still means it matches the plan requirements.4) When I signed up over 4 years ago there was no mention anywhere of Server OS being an issue and the software that backs up my data did not care one way or another.5) The data is LOCAL to the computer, not external as it would be in a business plan - Clearly matches the requirements - And my needs are met, I don't need anything else!6) The ** running on the computer has no baring on the size of the data or anything else. - If the Carbonite software was not good/usable to backup a "server" ** it would not do so in the 1st place and complain when installed! - Thats what everyone else does!7) I run a Server ** on a Desktop computer because it is more efficient and faster then a desktop **.  There is no difference in the amount of data that can be used with one vs the other! - If I downgrade to ******* 7 will it make you all happy?8) No one has breached any terms of use. - How can anyone manipulate the Carbonite service??? - It is the Carbonite made and untouched software that is been working and backing up for 4 years! No one has modified it in any way!9) Why is Carbonite saying they are unable to contact me! - I started the BBB case against them after they contacted me, and I found their demands outrageous and their representatives unwilling to even compromise.10) I have the email I received from their VP stating my "data was at risk" if I did not upgrade my plan and paid 10 times more.  Concerned, I asked for details & specifics about the data loss risk and instead of replying he sent a sales guy to try to convince me to pay more. My PAID FOR IN ADVANCE plan runs untill Sunday September 20th, 2015.  While Carbonite may choose not to renew my subscription at that time, any early cancellation like this, and under these threatening and false accusations will be grounds for litigation.  Also the lack of renewal of my account should be accompanied with official proof of proper and secure erasure of all my personal and confidential data.Regards, ****** **** P.S.  You state want to talk, feel free to call me on my cell @ ###-###-#### but be assured that the call will be recorded and I will post a transcript on-line here.   

3/25/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I thoughtI was a customer of Carbonite’s since April, 2010. On 2/17/15, I received an email from them saying my “Backup is currently stopped”. When I called, I was told my data had not been backed up since 11/12/11. While my data back up was frozen, Carbonite continued to automatically debit my credit card to pay my annual fee: 4/30/10 $54.95 5/1/11 $54.95 4/30/12 $59.00 4/28/13 $59.00 4/2/14 $59.99 When the problem was correctly identified, Carbonite wanted to restart my data back-up immediately. When I “pushed the pause button” and asked what Carbonite was willing to do relative to their failure to perform while continuing to charge me, I was told that they would do nothing. I was told they would not reimburse me for the charges I paid while my data was not being backed up. I told them that if that was the case, I could not trust them to back up my data in the future. Since August 2012, I have received 23 emails from Carbonite, which tells me I haven’t fallen off their radar screen: they know how to get in touch with me. The majority of their emails were soliciting new business. The email on 3/9/13 was an 'order receipt' confirming that $59.00 was charged to my credit card for one year of Carbonite’s Back-up service. The email on 11/17/13 stated that my “backup is up-to-date” with 237,887 files backed up. What was this one about??? Is there any truth to it??? That email was 2 years after my data was no longer being backed up! On 1/9/14, I received an email stating that my credit card had expired, and Carbonite was not able to debit their annual fee. I sent you new credit card info. Since 2/17/15, I have emailed Carbonite twice, on 2/24/15 and 2/25/15, stating my case. I have received 7 emails as automated messages from customer service, which were nonsense and offered no resolution to my case. PS: I had a pop-up message on my finder this morning from Carbonite saying “Renew Your Carbonite Subscription Today!” This says to me that not only has Carbonite been backing up my files, in the distant past, but they are also taking the liberty to add things to my computer. What else are they doing with my data? I no longer trust Carbonite to have access to my computer!

Desired Settlement: I am asking Carbonite to refund me $205.47 for the 3.5 years they have continued to debit my credit card while the back up of my data was "frozen".

Business Response: Hello Dr. *****, Thank you for contacting us through the BBB. When you signedup for Carbonite you opted in for our automatic renewal. Carbonite sends you anote 7 days prior to the charge to let you know that the subscription will beprocessed to your credit card on file. This gives you time to contact us or loginto your account and deactivate the auto renew if you so choose. Your backupwould remain in frozen (recover) mode until you manually unfroze it. Carbonitedoes this as a safeguard so that no files are deleted before they are restored.This choice is left to the user to decide when they are ready to leave recovermode. Our well documented policy is to retain any files that have not beenrestored for 30 days after you leave recover mode and restart your backup. In 2014, 3 years after your initial purchase, you didupdate your credit card on file. We encourage users through emails and popupsto check the status of their subscriptions periodically. We also offer email,chat and free phone support to our users. Mac users can check the status oftheir backup through the Preference panel at any time. This is documented inour FAQ’s at *************************************************************************************************************As previously offered to you, we have agreed to extend your subscription as a courtesy. Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below. In response to your comments above, while I have received many emails from Carbonite usually relating to sales, I have no records of ever having been notified 7 days prior to an automatic credit card charge. On 3/9/13, I received an email receipt for a credit card charge.  That was the only email receipt for a credit card charge thatI ever received from Carbonite. Also, I do not know how my backup was frozen nor was I ever contacted about it being frozen before 2/17/15 when I received the email stating that it had been frozen since 11/12/11.  Before 2/17/15, I assumed that my data was being backed up regularly.  I received an email on 11/17/13,  2 years after my backup was frozen, stating that my "backup is up-to-date".  That was a year and a half before I was notified that my back up was frozen 3.5 years earlier.  I trusted Carbonite to be backing up my data since I was receiving regular communications from them and was being billed regularly.  I never thought it necessary to go to the FAQ's to find out how to check my backups.  Since there are trust issues with Carbonite, I am unable to accept the offer to extend my subscription as a courtesy.  Instead, I continue to request that I be refunded the $205.47 I was charged for Carbonite's services which Carbonite failed to provide. Regards, ***** *****  

Business Response: Hello Dr.*****,Carbonite corresponded with you on several occasions through various emails. I have reviewed oursupport archives and see that you have only contacted us recently in Februaryand March 2015. As mentioned previously, we are available through email, chatand phone. Carbonite did perform as designed and we kept your data on ourservers which was available to you at any time during your subscription . Wewill issue you a check for your last renewal on 2/10/2014. Sincerely,******* Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below. I agree that I have received over 30 emails from Carbonite, but as I've repeatedly stated only one addressed the fact that my backup had been frozen.  The email notifying me of the frozen backup arrived 3.5 years after the backup had been stopped and after I had been charged 3 more times for services that were not being provided.  I disagree that Carbonite performed as designed because they stopped backing up my data but continued to charge as if they were.Thank you for agreeing to refund me for the last renewal of $59.99 on 2/10/2014 and acknowledging Carbonite's error.  I still need to be reimbursed for the additional 2.5 years (or $145.48) I was charged while my data was not being backed up.  I have also complained to the Tennessee Attorney General, Division of Consumer Affairs.  You will be contacted by them soon. Regards, ***** *****  

2/28/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The following email to Carbonite is, I believe, self-explanatory. The company's actions constitute a breach of contract, and more.================== Since you have declined, despite having orally agreed to to do, to explicitly state that you have denied my request for a refund, this message memorializes the conversation in which I requested, and you refused, to provide a refund. I requested a refund because, pursuant to instructions from Carbonite, I-- + uninstalled the program; + believed that I had successfully reinstalled the program, after receiving a message from Carbonite the subject line of which read as follows: "Alert: Carbonite has been reinstalled"; + later discovered that Carbonite has not been reinstalled; + then discovered that no files had been backed up after Jan. 28, 2015, which totaled nearly 5 gigabites of information; + messaged and later telephoned customer support, which said that a condition precedent to Carbonite's re-installation was my agreement to new "Terms and Conditions" that were several pages in length and among other requirements, stated that I agreed to pay an additional amount for customer support; + automatically disconnected me while I was reading the new Terms and Conditions because two minutes had elapsed; + was left with no files having been backed up that had been created after the date of Jan. 28, 2015; + spent one hour in telephone consultation with customer support; + asked that the "Terms and Conditions" be blocked, copied and emailed to me; + found that only a small fraction of the Terms and Conditions were provided by email; + once again telephoned customer support; and, + after one-half hour succeeded in reinstalling Carbonite. Following this re-installation, a customer support supervisor instructed that I "freeze" the Carbonite backup, which would have removed from availability all files created after Jan. 25, 2015. I have requested a telephone call Monday morning from a Carbonite supervisor. Failing a satisfactory outcome, it is my intention to ask that the Maryland Secretary of State, or other appropriate authority, revoke Carbonite's ability to conduct business in this state; and, the file suit against Carbonite. ****** ** *****

Desired Settlement: Refund in full for breach of contract. Correction of inaccurate statements provided to customers.

Business Response: Hello Mr.*****,Thank you for contacting us through the BBB. We have reviewed your outlinedconcerns regarding our Terms of Service. We have responded to your requests throughour Customer Support center.Sincerely,******* Solutions Team SpecialistCarbonite, Inc. 

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 #********. Please add your rejection comments below.  I will seek to bar Carbonite from doing further business in Maryland, and file suit for breach of contract. Regards, ****** *****  

Business Response: This issue has been resolved on 2/16/15 and we have communicated with our client through our Customer Support portal. Regards,*******Solutions Team SpecialistCarbonite, Inc.

12/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I solicited the services of Carbonite to back up my computer since 6/2011. At that time I purchased a 3 year agreement and placed my credit card on file. In june of 2014 my computer crashed and i replaced the hard drive. When attempting to restore files, the estimated time to restore was 7 days. during the restore my computer crashed again. I had to bring it into the shop again to get a new harddrive. At that time I was not living in my home nor had access to wifi, so I contacted Carbonite to inform them to please keep my case open. We exchanged 5 e-mails from Carbonite regarding the situation. They confirmed that they received my request to keep the case open. My account was up for renewal on 9/21/14. My credit card on file had expired. I did not receive any communication regarding the need to renew or update my credit card information. On 11/30 I contacted Carbonite to restore my files. I learned at that time they purged all of my files with no ability to get them back. My loss is priceless. All of my children's "firsts" are gone. My important business files are all gone. Carbonite claims they sent automatic notifications to me regarding needing renewal, however despite exchanging e-mails previously I never received any notification that my credit card was expiring and within 30 short days my life memories and important life documents would be "trashed". This in my opinion is no way to conduct business when entrusted with very valuable life memories.

Desired Settlement: What I want is my life memories restored. However I have been assured that is not possible. In the very least, I should be given a refund of the money spent on entrusting that Carbonite would responsibly store my files, which they failed to do. The $132.05 doesn't even come close to compare to the value of what I have lost.

Business Response: Hello Ms. ******, Thank you for contacting us through the BBB and for explaining your situation. I am very sorry that your computercrashed and your files were not recoverable because your subscription had expired. Carbonite keeps your data for 30 days past the expiration date givingyou time to renew your subscription if you so choose. We do our best to notify our users with popups and emails letting you know how much time you have leftbefore the data is removed from our servers. We realize that you may not have received the popups but we have documented that Carbonite sent emails on 09/21/2014, 10/06/2014, 10/14/2014,10/21/2014. We have verified that these emails were delivered successfully to *******@ltol.com.Carbonite performed as designed and your files were protected during your paid subscription.  Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

12/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Carbonite placed an unauthorized charge on credit card (order *******) for $59.99. Immediately challenged by me via email on 11-23-14. When no response, sent second email on 12-4-14 demanding reversal of charge by 12-8-14. Still no response. Attempted to call Carbonite home office today, 12/10. Used directory in attempt to reach individuals responsible for the problem and was three times automatically disconnected. Finally called general billing extension. Billing personnel refused to take any corrective action. Also said that they never received my emails. Then told to go back and again file complaint on line! Pure and simple, these are called "fraudulent and deceptive practices" under Massachusetts law, and are a reflection on the amoral people who run Carbonite including its CEO, ***** ******.

Business Response: Hello Mr. *****,Thank you for contacting us through the BBB. I apologize for the breakthroughin communication regarding your refund for the unwanted renewal. I have had your recent renewal refunded back to your credit card.Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

Business Response: Hello Mr. *****,It was nice speaking to you today. We have reactivated your subscription and I will be following up with you through our Support portal.Regards,*******Solutions Team SpecialistCarbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ******* *****

12/6/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbone offers a 15 day free trial. The website states: http://www.carbonite.com/online-backup/free-trial PERSONAL TRIAL: Our personal trial gives you complete protection for one computer. Perfect for your home office or family computer. We tried this trial, and later purchased a full subscription. However, what is NOT CLEARLY STATED, and what is NOT MADE CLEAR ENOUGH TO END USERS, is that the "complete protection" promised on the landing page of the free trial is actually NOT complete. In fact, it includes NO MUSIC. Although this is disclosed in fine print on further pages, it is not made clear enough to the consumer and I had no idea this was this case. In fact, after the computer backs up on the free trial, it states "BACKUP COMPLETE", and states your data is now fully protected. NOT TRUE AGAIN. It does not give ANY WARNINGS, EMAILS, POP ***, or other signs that MP3's were not backed up. The landing page for the free trial does NOT state MP3's are not backed up. This is false advertising, misleading, and has resulted in the loss of my EXTENSIVE music collection.

Desired Settlement: I would like carbonite to replace the music that was not backed up, or issue a credit to i-tunes so that I can replace the loss on my own.

Business Response: Hello Mr. *****,Thank you for contacting us through the BBB and for your feedback on our trialprocess. I have asked our Senior Escalations Manager to contact you. He hadtried to reach you by phone unsuccessfully but has left a message. We haveresearched your support experience and he has reached out via email through Carbonite's support center with ourfindings. Please feel free to respond directly to that note. Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

11/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Carbone offers a 15 day free trial. The website states: ************************************************* ******** *****: Our personal trial gives you complete protection for one computer. Perfect for your home office or family computer. We tried this trial, and later purchased a full subscription. However, what is NOT CLEARLY STATED, and what is NOT MADE CLEAR ENOUGH TO END USERS, is that the "complete protection" promised on the landing page of the free trial is actually NOT complete. In fact, it includes NO MUSIC. Although this is disclosed in fine print on further pages, it is not made clear enough to the consumer and I had no idea this was this case. In fact, after the computer backs up on the free trial, it states "BACKUP COMPLETE", and states your data is now fully protected. NOT TRUE AGAIN. It does not give ANY WARNINGS, EMAILS, POP UPS, or other signs that ***'s were not backed up. The landing page for the free trial does NOT state ***'s are not backed up. This is false advertising, misleading, and has resulted in the loss of my EXTENSIVE music collection.

Desired Settlement: I would like carbonite to replace the music that was not backed up, or issue a credit to i-tunes so that I can replace the loss on my own.

Business Response: This message is a duplicate.

Consumer Response: I do NOT SEE ANY CONTENT to their reply?  The company has attempted to call me 3 times, but they have left messages and offer no call back number so I have not yet been able to communicate with them. Regards,  

Business Response: Thank you for contacting us through the BBB and for your feedback on our trial process. I apologize that you received a blank response. I have asked our Senior Escalations Manager to contact you. He had tried to reach you by phone unsuccessfully but has left a message. We have researched your support experience and he has reached out via email through Carbonite's support center with our findings. Please respond directly to the email with a time and phone number that our Manger can reach you. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

Consumer Response: Mr. ******,I tried to call you back, but was unable to get to you when I used the dial by name directory.Please let me know your extension and I will call you when I have time. I do not agree with your comprehensive review.I was an existing carbonite customer when I started the new trial for the new computer.  I already expected carbonite to backup everything that we needed.The landing page of the free trial states that this is a "Our personal trial gives you complete protection for one computer. Perfect for your home office or family computer." This is misrepresentation and fraudulent inducement to your services.If you do not back up ***'s automatically, than you are not offering the complete protection.If you offer *** automatic backup with your paid service - you have defined what "complete protection" means.The trial marketing is false. We did NOT get any warnings that our ***'s were not backed up.We DID get many other inducements and notifications to pay for the full service. Please let me know how to reach you and we can discus further.Thank you**** Regards,  

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for the Carbonite service, no longer using the computer that was backed up, trying to cancel service, they said I can not once I pay up for the entire year. So it will not be canceled until Feb of 2015

Desired Settlement: Pro - rated refund of payment for remaining year

Business Response: Hello Mr. ******, Thank you for contacting us through the BBB.  We have contacted you through our support center regarding your request to cancel your account.  Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

11/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Carbonite's software ceased to be compatible with my computer during my subscription.. I sought out technical support on this issue multiple times over many months and they were unable to solve the issue. I had to go find a new service that would be comparable to back up my business records per the ATF's rules. Then once I had found a new service I emailed them and ask them to cancel the remaining portion of my subscription and refund the unused portion. They told me they would not it was not company policy. Then I called them to inform them that the law requires them to refund the unused portion here in Oregon for this type of service they told me that when I click the agree button that superseded the law and I disagree told them I would file a complaint and here we are.

Desired Settlement: I would like them to refund the unused portion of my subscription dating back to when I first Contact its tech support on this problem.

Business Response: Hello Mr. ******, Thank you for contacting us through the BBB. We have contacted you through our support center regarding your request and resolution.  Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below.  Regards, ***** ****** The message I received through Carbonite was that they would refund $25 to my **********. I do not have a ********** I only have ****. Therefore the response I received from Carbonite is inadequate. Another means of refund has to be used.  

Business Response: Hello Mr. ******, Your most recent payment to us on 12/17/2013 was made on a ********** ending in ****. We can only refund to the card that was used. You had a payment back on 2/11/2013 to a **** ending in ****. This purchase is well over a year old and cannot be refunded. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

11/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just over a year ago I installed Carbonite personal product on my desktop iMac, three year plan. I've had repeated calls to spending hours of time and multiple installations with their technical support staff trying to get the product to work, and bluntly, it hasn't. Yesterday I was offered a pro-rated refund. I asked to wait a day while I got another cloud backup service installed, and they agreed. Today when I called in they would not give me a refund as they said that my incidents had not been escalated to a higher level. I let them n that at no time during multiple dial ins / remote access of my computer, and calls with technical support representatives, who could see my case histories, was I offered an escalation, and now I was finished with the product. I believe that the terms of agreements are dictated by fair and reasonable relations and actions, and that once installed a software product is to be functional.. Carbonite has not bee properly responsive and is using the policies they have on place to decline my pro-rated refund, in order to manipulate their profitability, even when the product was demonstrated inferior on my particular computer. The second to last support representative I spoke with mentioned that Carbonite doe snot work on all Macs, and all PCs. I spent an inordinate amount of time trying to get their product to work. It didn't, and I don't think my request should be denied, because Carbonite did not offer me escalated service, until after I had requested a refund.

Desired Settlement: For Carbonite to better train and manage their staff about when to escalate problems, that they do not use their policies as a last resort to deny reasonable refund requests, and that they offer a product that works as advertised.

Business Response: Hello Mr.*******, Thank you for contacting us through the BBB. We have responded to your request for a pro-rated refund through our Customer Support center. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  Regards, ****** *******

11/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February of 2011 I purchased Carbonite's service for backing up my computer. All of their advertising, to this day, revolves around "Keep your files Safe - use Carbonite!". I did successfully back up all of the files on my computer. And, unfortunately, my computer did indeed irretrievably crash. After I found a replacement computer (which did take some time) I installed Carbonite and attempted to retrieve my files. I received many "FILE ERROR - FILE NOT FOUND!" MESSAGES. At first Carbonite blamed my internet connection. That was not the issue. Then they were blaming my antivirus. I uninstalled my antivirus. That wasn't the issue. After weeks of frustration involving Carbonite's technical support I was finally told that Carbonite had LOST my files. ALL of my files were important to me but what hurts the most is that many, many pictures of deceased relatives (my mother, father-in-law, uncle and my son's mother), family holidays and vacations, our local community theatre history, scenics - mostly or all gone. I am unsure if ANY of my files still exist because Carbonite REFUSES to return what is left of my files to me unless I sign a waiver releasing them from responsibility for losing my files. As backing up files is their only business, and I had nothing to do with the loss of my files, Carbonite is SOLELY responsible for the loss of my files! DO NOT RELY ON CARBONITE TO KEEP YOUR FILES SAFE!

Desired Settlement: I want a full refund for ALL fees I have paid to Carbonite to back my files up and keep them safe. They failed to perform to contract. They are, in my opinion, illegally holding my files hostage unless and until I absolve them of any wrong doing. I want the remainder of my files back! Since we are speaking of a desired outcome I also want $10,000 BECAUSE I CAN NEVER AGAIN SEE SOME PICTURES THAT ARE PRECIOUS TO ME AND MY FAMILY! THESE ARE PICTURES THAT CANNOT EVER BE RE-CREATED OR REPLACED. OUR FAMILY'S HISTORY IS GONE!

Business Response: Dear Mr. *********, Thank you for contacting us through the BBB.  We will be contacting you through our support center regarding your request and resolution.  Sincerely, ******* Solutions Team Specialist  Carbonite, Inc.

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 #********. Please add your rejection comments below.  [I have not been contacted by Carbonite. I noticed on the other complaints filed against them that many are closed for lack of response within 10 days. I am responding to keep this case open until it is resolved.] Regards, ** *********  

Business Response: Hello Mr. *********, We have contacted you regarding your request and are currently waiting to hear from your representative. Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 #********. Please add your rejection comments below.  My representative has been in contact with Carbonite. She sent a demand letter two months ago and was ignored. She attached a copy of the demand letter in reply to ****** *****'s letter. Your legal department should now have TWO copies of that demand letter. We are waiting a response from YOUR representatives. Regards, ** *********  

Business Response: Following up on my voicemail, the customer has accepted a Courier Recovery and we have been in communication offline. If you have additional questions or would like for me to give you a call, please let me know. Thank you. Best regards,

10/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am the son and Executor of my late Mother's Estate. My Mother's credit card was charged for a full year of Carbonite computer back-up service after her death in 2012. I have sent numerous e-mails to the Carbonite customer service division in an attempt to get a refund for this erroneous charge, that was unethical, if not illegal. Charging a deceased person for a service they cannot use, is disgraceful by anyone's standards. Carbonite acknowledged that my Mother's credit card was charged after her death. They have made claims to not being able to process a refund because her computer, which had Carbonite installed on it, was used after her death! Of course the computer was used, because as the Excecutor I had to access bank, credit card, utility, and mortgage records, as per my legal duties to the Estate. This is a poor excuse and to me, represents extremely petty behavior. I had no idea that Carbonite was installed on my Mother's computer, and had no idea she was charged for service by Carbonite, until I began to examine the credit card records as part of my duties. What has happened here is that a deceased person was charged for service after their death, without their permission. I do not wish to make a criminal case of this, but I am sure what Carbonite has done borders on criminal activity, not to mention unethical and immoral behavior. The fact that Carbonite has made receiving a refund a refund for this error a huge ordeal is beyond belief, especially making the life of a grieving person more difficult than need be, simply over greed. I have informed many others about what Carbonite has done, all agree that it is a disgrace, and will no longer do business with this unethical company.

Desired Settlement: I simply want my deceased Mother's funds refunded to the Estate. The credit card that was charged has long been closed, so a refund to the credit card will never reach the Estate at this point. I just want this company to do the right thing, I don't think that is asking to much.

Business Response: Dear Mr. *******,Thank you for contacting us through the BBB.  We have reviewed your mother’saccount and see that recurring billing was selected at the time of purchase. Wealso see that the computer was connected and backing up for the entire yearuntil the expiration date of 2/12/2013. Your mother’s recurring billing hasbeen deactivated and we have removed her account from our database. There willbe no further charges.Sincerely, ******* Solutions Team Specialist Carbonite, Inc.

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 # ********. Please add your rejection comments below. It seems that Carbonite did not even bother to read my complaint in detail. The facts are that my Mother was billed AFTER she was deceased! I had no idea Carbonite was running or not running on her computer. The only reason her computer was used at all was simply to access her records for bank accounts, mortgages, taxes, etc.. The Carbonite service was never made use of, and she is owed a full refund period! You DO NOT bill people after their death! Any reoccuring billing agreement was void and invalid upon ger death. You were notified of her death with more than adequate time to issue a refund.  Carbonite was informed of this billing well before the year of 2012 was up, and no attempt at a refund was made. I already realize that no further billing attempts will be made, as it would be impossible. I have asked for a refund, my issue has not been addressed whatsoever. This response is completely unsatisfactory. Regards, ****** *******    

Business Response: Hello Mr. *******,Thank you for your response. We have contacted you through our support center regarding your request andresolution.  We look forward to hearing from you.Sincerely,*******Solutions Team SpecialistCarbonite, Inc.

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 # ********. Please add your rejection comments below.  My issue is that my deceased Mother was charged after her death, for a service that she was unable to use. You were notified of her death before one year had passed, and have failed to issue a refund.  Whether Carbonite was installed on the computer or not installed, makes no difference to me whatsoever.  We only used the computer to access "Roboform" which had the saved passwords we needed to access financial accounts from my own computer, per my duties as executor. The computer was not used often enough to warrant any charge by Carbonite. More importantly, I had no idea that Carbonite was even installed until I noticed the billing. This extreme difficulty in simply getting Carbonite to do the proper and ethical thing. was encountered before I filed this complaint with the BBB, through an attempt to resolve this privately, The fact that simply getting a refund continues to be so difficult is astounding to me! It speaks volumes about what Carbonite thinks of its customers. I would kindly like my deceased Mother's funds returned to the Estate. I have made this request over over 15 times now. I fail to see why this cannot be understood? This matter will only be resolved when the funds are returned.Respectfully,****** *******     

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.

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, **** ******

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.

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.

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:

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.

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.    

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.  

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.



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.

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.

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.

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. 

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.

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.

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!!

 

 

 

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. 

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. 

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. 

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: 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.  


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. 

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.

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.

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.

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.

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.

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. 

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. 


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.

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.

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.

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.

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.

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.

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.

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 

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.

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.

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.  

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. 

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.

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.

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   

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

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.

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

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

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

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.

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.

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.

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


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