Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:17/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have used Sync.com for several years to host our business’s cloud server and currently maintain three active accounts with them. Over the past month, we have encountered two—possibly three—serious technical issues that have severely disrupted our business operations. These issues include, but are not limited to, a large-scale data loss affecting critical files, programs, and functionality.
  
  Our service plan includes phone support; however, despite repeated attempts to seek assistance, we received only one phone call—early in the process—merely to inform us that our case was being escalated. Since then, communication has been extremely limited. Email responses often take many hours or even days, and most instructions we’ve received have been repetitive and circular, offering no meaningful progress or resolution.
  
  REMOVED

  Business Response

  Date: 21/10/2025

  We’re very sorry for the difficulties and disruption this situation has caused. We understand how important consistent access to your data is and how frustrating delays in communication can be.
  
  Your ticket was opened on September 18, and our Level 1 support team provided initial troubleshooting steps through several follow-ups. After a phone call on September 23, the issue was determined to require escalation, and the ticket was transferred to our Level 2 team for further investigation.
  
  Once escalated, our Level 2 team worked closely with our developers to address the issues you reported — including syncing problems with a shared folder, restoring deleted files, and processing folder deletion requests. Some of these required manual database fixes, which took additional time to complete. This led to slower response times on certain days, particularly over the Thanksgiving weekend (October 12), when it took five days for our next update. We apologize for this and are reviewing ways to communicate more consistently when fixes depend on developer action.
  
  Your plan includes scheduled phone support, which was offered both during the initial troubleshooting phase (September 22) and again after escalation to Level 2 (October 16).
  
  Most of the reported issues have now been resolved. Our team is currently working on updating and stabilizing the desktop app, and we’re awaiting your confirmation on the second deleted file restore request.
  
  We sincerely apologize for the inconvenience and appreciate your patience as we complete the remaining work. Our goal is to ensure full functionality is restored and that your experience moving forward is smooth and reliable.

  Customer Answer

  Date: 03/11/2025

  I  appreciate the company’s acknowledgement of the difficulties experienced and the additional data restoration that was recently conducted. However, due to the apparent randomness of the original data loss, it remains uncertain whether this most recent restoration has been more successful than the first. In fact, we may never know with certainty. Random files were found missing across countless folders and subfolders — sometimes entire directories disappeared, other times a single document nested deep within multiple layers of folders was gone. Moreover, while the company states that scheduled phone support was available, our numerous requests for updates and phone assistance were largely ignored, and phone support has been offered only twice throughout the entire process. Despite numerous requests for phone assistance they did not set up a second call for us until over one month after the first call, and not until after the BBB Complaint was made. In short, they do not have a phone number we can call. They have to send us a link after we make an on line request for the call. Then they call us after it is calendared on line.  
   
  REMOVED
  REMOVED  
  
  While we are cautiously optimistic that progress is being made, the full extent of the data recovery remains unknown and will take considerable time to evaluate. For that reason, we respectfully request that this complaint remain open until we can determine with confidence whether the issue has truly been resolved.

  Business Response

  Date: 07/11/2025

  Hi there,
  
  I reviewed the ticket again and noticed that on October 6th, REMOVEDrequested a call, but our follow-up message didn’t include a call scheduling link. While REMOVEDdid explain that our developers were still working on the issue and there were no updates to share, I understand that offering a phone call at that stage would have been useful to get a clearer picture of the status of the issue. I’ve shared this feedback with our team to help ensure we’re more attentive to these types of requests in the future.
  
  I’m sorry this situation has impacted your business. I understand how stressful it can be to experience disruptions like this, and I hope all your files have been successfully restored. Our team is here to support you, so if anything still seems missing or out of place, please don’t hesitate to reach out in the ticket.
  
  Regards,
  REMOVED
  
  Customer Support Manager - Sync.com

  Customer Answer

  Date: 14/11/2025

  
  
  Complaint: REMOVED
  
  
  
  I am rejecting this response because:

  There is good and bad here. For many years this company did a good job. But when the system collapsed Syncs response was poorly executed, showed no sense of urgency and failed to respond with promised calls. It was not until BBB got involved did Sync step up. 
  

  REMOVED

  While we appreciate their continued assistance I don’t see Sync understanding or addressing the scope of our damages.

   

  
  
  
  Sincerely,
  
  
  
  REMOVED

  Business Response

  Date: 21/11/2025

  Thank you for your continued feedback. We understand this has been a difficult experience for your team and we appreciate the time you have taken to outline your concerns.
  
  Our team completed the data restoration as requested, and we have not received any updates on the ticket indicating any issues with the restored files. Please follow up on the ticket if something is amiss or if you need us to perform any other task.
  
  While we recognize that one of our agents could have arranged the requested call sooner, we have already noted this internally and are using your feedback to strengthen our processes going forward.
  
  REMOVED REMOVEDIf you're still missing data or if Sync is not functioning as expected, please update the existing ticket or submit a new ticket so our team can look into this issue right away.
  
  We're looking forward to hearing more details on how we can help so we can work toward a solution.