ComplaintsforIDrive Inc.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This service is supposed to reliably back-up the files on a computer. It doesn't. I've been using this service for some of my clients for several months now. I went to do my first restore and the entire folder was missing from the backup. I've been going back and forth with Support for over a week and they always say they are working on it. These are critical business files that are entrusted to their service. I have to keep contacting them every few days. I finally called to speak to a supervisor. He called back quickly but I was unavailable. He sent me an email stating that the issue was already resolved. Now it is much, much worse. Now, anything older than several weeks is completely gone from the backup. Some items older than a few days are also missing and now there are only the last three days worth of full backups to restore from. I don't even know if they can be successfully restored.Their support is generally friendly, but in the past they always say they are working on the issue, for weeks, regardless of how minor the issue is. They will only start working on an issue after multiple attempts to contact them, and then requesting a supervisor.I need all of my backed-up files restored and some guarantee from them that all of my other clients' files are restorable.

  Business response

  04/08/2024

  Thank you for your feedback. I have had the manager of our tier 2 support reach out to you to scedule a support call. Please respond through ticket #*********** so that we are better able to assist you.

   

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The current issue seems to be resolved.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to this service on a promo trial in the spring or summer of 2023. I could not get it to work. I reached out to their tech support and the tech support worked with me on 3 different occasions to get this to work. I suspect the issue is my antivirus. After giving their tech support a change to fix the problem, I told them to cancel my service. I appreciated their efforts and their intentions but returning repeatedly to solve the problem was more of a time investment than I am willing to make. They asked me to reconsider, I graciously turned them down. I received a notice of renewal and responded stating the service was canceled on Jan 5th. On Jan 19th they charged me for a year of service. I have asked them on a couple of occuasions to refund my money and am told that it was submitted for review and I would receive payment back in 3 days if approved. To this date, I have not received a refund.

  Business response

  02/22/2024

  Dear Customer,

  We apologize for any confusion in regards to your account. It does appear you may have missed some of our emails containing instructions on how to cancel the account. That being said we are happy to issue a full refund to resolve the matter. No further action will be required on your part.

  Thank you

  Customer response

  02/24/2024

   
  Complaint: 21290435
  
  I am rejecting this response because:  I did get an email from them in the past couple days stating they were refunding me, but the money has not appeared in my account yet.
  
  Sincerely,
  
  ***************************

  Business response

  02/29/2024

  The refund for your account was processed on Feb 22nd. Please check with your financial institution to confirm. 

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  11/03/23 Cancelled subscription 11/03/23 sent letter to me subscription had been cancelled 12/20/23 - 01/10/24 Constant arguing with IDrive/Remote PC to get them to refund my money. Because of IDriver my credit card company refused to refund my money and said that IDrive/Remote PC would need to refund it. And even though IDrive has agreed they did cancel my subscription and that I am *********** the refund they have refused to pay the refund. They keep saying it is still pending on my cc but it is not. I have a document from my cc company that it is settled with them. I want my money back!!!

  Business response

  01/24/2024

  When a charge is disputed with a credit card company we need to not only have the credit card company finalize the dispute but the credit card processor as well. This process is now complete and your full refund offer will come via ticket number RP361941150.

   

  Thank you. 

  Customer response

  01/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  in November **** I purchased idrive backup service but it never worked and have been trying to get my refund amount of $79.50. I filed dispute with Credit card company and it did not work so they closed the dispute, since then, I have told idrive the case is closed, sent them a copy of the letter stating it is closed. I am getting nowhere with idrive.

  Business response

  01/22/2024

  We are monitoring this case closely. Once a dispute of the charges has been filed the case needs to be resolved not only by the credit card company but also by the credit card processor. The dispute has not been resolved on the credit card processors side and we are waiting for that to be resolved. Once we are informed that the case has been resolved by the credit card processor we are happy to issue the refund. 

  Customer response

  01/24/2024

   
  Complaint: 21178329
  
  I am rejecting this response because:

  i sent you information the dispute was closed
  
  Sincerely,
  
  ************************* *************************

  Business response

  01/24/2024

  As previously stated the dispute needs to be resolved not only by the credit card company but by the processor as well. As soon as this process is complete we can move forward with a full refund of latest renewal charge.

   

  Thank you. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am requesting a refund to my credit card in the amount of $99.50 for an unauthorized charge to my credit card for an online subscription that I did not order. In November 15, 2021 I cancelled my subscription to iDrive and havent used the product since. For some unknown reason, on January 2, ****, a charge of $99.50 was made to my credit card.On December 16, 2023, I received an email from ******************************** stating that my annual subscription plan will be auto-renewed on or before December 31, 2023, a year after my plan was cancelled. I replied to that e-mail (attached) stating: I am not sure why I received the email below. My plan was cancelled effective 11/15/2021, two years ago! If you have any of my credit card information on file, delete it immediately. Obviously, this was not done. To be sure that my account was cancelled, on December 19, 2023, I checked my account at www.idrive.com and clicked on the buttons to cancel my account. A window popped up stating that Account already cancelled. At this point, I was confident that there would not be a charge. I was wrong.I am requesting that iDrive refund the $99.50 charge to my credit card and delete any of my credit card and personal information from their system.

  Business response

  01/12/2024

  We have looked into your case and we have found that you have two accounts associated with the ******************** email address. One was cancelled as you say on 11/13/2021. The other, with the username dieselbeetle_1 was created 12/31/2022 and is still currently active. There is a ticket associated with the case *********** where we have sent instructions on how to cancel the account and we are also happy to issue a refund. Please respond to the ticket or call our support line at ************ or you can also use the chat feature located on the front page of IDrive.com. When reaching out please give the agent the ticket #*********** so we can work toward resolving this issue.

  Thank you. 

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to bring to your attention a critical matter regarding the ongoing security issue with my IDrive account, which, despite my persistent efforts, remains unresolved.The security issue I experienced after getting a new cellphone number. IDrive either refused or were unable to update my account to reflect the new cell number. Consequently, my account security was compromised, relying solely on email verification instead of the more secure method involving a digital code sent to my cellphone.Over the past month, I have diligently reached out to IDrive representatives through various channels, including email, telephone, and online chat. Despite providing detailed information about the security concerns and actively seeking a resolution, the level of customer service I received was deeply disappointing. As a last resort, I even requested a call from a Supervisor, scheduled for last night at 7:00 pm. However, IDrive failed to call at 7:00pm. When they failed to call at the agreed upon time, I took steps of turning off auto-renewal and removing my data from the website.The account cancellation is not solely a consequence of the security lapse but is further aggravated by the unacceptable level of customer service experienced during this period.In light of these circumstances, I am requesting a refund for the remaining unused portion of my yearly membership. Additionally, I seek reimbursement for the month I spent attempting to address the security issue without success. It is imperative that IDrive honors its commitment to customer satisfaction and rectifies the situation by promptly issuing the requested refund.Thank you for your immediate assistance in this matter.

  Business response

  12/18/2023

  Dear user,

  I was not able to locate any open tickets from the email address ***************** requesting supervisor call back.

  Phone numbers are changed from the customer side via the ********************** web portal.

   That being said we can see the account is now cancelled and we are happy to offer a pro rated refund. You will receive the refund offer shorty along with a request to verify ownership, please reply to the email so we can have your refund processed as soon as possible.

  Regards

  IDrive support 

• Initial Complaint

  11/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I logged into my account to cancel the auto-renewal. The software never worked right, and I don't recall approving auto-renewal last year. The cancel page prompted to me to enter my password. I did. It kept saying that the password is incorrect. It's not. It's the one I just used to login successfully.

  Business response

  11/14/2023

  We are sorry that you may be experiencing technical difficulties with our site. I have personally responded in ticket #***********. Please reply to that ticket when you have a chance and we will make sure your issue is resolved. Thank you

   

• Initial Complaint

  09/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/11/2023 I contacted I-Drive support seeking help with their software. The issue I reported is when performing a backup or a restore of data that their software gets stuck in a loop that says "Preparing file list" before any data is uploaded or downloaded. Once a backup or file restore actually start the transfer speed is abnormally slow by today's modern internet and network speeds. (Think dial up speed).The looping lasts for many hours before a backup or a restore actually start.I contacted their technical support three or more times and they have not been helpful.When I first reported the problem via email, I received a useless prewritten reply that did not address or fix the problem I reported.I replied to their reply email and provided more them with more detailed information including screen shots. They did not reply to me after this.I did chat with a support agent later the same day and he was not helpful or knowledgeable with their software or the problem I am experiencing.The support person I chatted with demonstrated he is not technically competent or knowledgably about their software.Problem remains unresolved.

  Business response

  09/22/2023

  Dear Customer,

  We apologize for the frustration with our system.

  Please note that we have replied to every inquiry in a timely manner and the last correspondence was from our Tier 2 level manager on 9/14/23 asking for a good ************* for a call back to check on the issue. 

  Please reach out via ticket #*********** with a convenient ************* for a call back so he can trouble shoot the issue with you. 

  Thank you

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dont remember signing up for this and they cant seem to cancel my subscription. They want to keep charging me more and more money. There is a request on file to cancel but because I dont know what credit card in 2022 was used and I dont want to give out all of my credit card numbers over the phone to a stranger they say they cant cancel my subscription

  Business response

  09/15/2023

  Please be aware that IDrive is a cloud storage service that protects sensitive data for our customers. As such we do need to properly verify a customer before cancelling and erasing the data in the account.

  We did offer you multiple options to cancel including a link that requires your password for the account (if you do no recall the password you can reset it by clicking forgot password). In order to assist you further please reply to this email, reach out to us via ************ or speak with an agent through the chat feature found on the front page of www.idrive.com. Your ticket # is ***********
  
  

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have used idrive to backup my data for years. I had not ever needed to restore files until this past year, when my computer crashed. After trying to restore from their online option and it taking hours to download a single file, I paid $106.07 on Feb *************************************** I was under the impression when I subscribed that backups were free, so I assumed I was paying for the hard drive. They say backups take around 3-5 days. I checked back in early March because I still had not received my backup or any communication. I finally had to reset up my computer from scratch as I was not able to get my backup from idrive in a timely manner. The drive finally shipped on March 30 and I put it on a shelf when I received the box because I assumed it was a normal backup with files on an external drive. Then I received an email stating I would be charged if I didn't return the drive. Again, I was not aware and did not see anything about returning the drive when ordering it. What did I pay $100 for? So I open the box and try to copy the files to another hard drive I went out and paid $250 for. I tried for days before reaching out to customer service. Someone remote accessed my computer (which makes me uncomfortable) and proceeded to spend over an hour trying to copy the files and he was not able to do this either. Then, I am told to schedule another remote appointment. I did that but was not able to connect to anyone the day of the appointment. I sent an email and never heard back. I have 3 kids and work and don't have time to continue checking in on this every week. Today I notice they have charged me another $99.95 for the drive that does not work. I am waiting on them to tell me what to do with the drive. The shipping label originally sent is expired so how was I supposed to send it back?? I want a refund for this fee, as well as the original $106 I paid for a drive that does not work. They are unable to retrieve my data that I paid more $$ to have backed up.

  Business response

  09/07/2023

  We apologize for the misunderstanding and frustration it has caused. To clarify, backup Express drives are free once a year to customers. However there is a charge associated with Express restore drives. Express drives are meant to be used and sent back to us, when they are not returned we do apply a replacement fee. 

  Per Ticket# *********** we have sent a new shipping label. As soon as the drive is returned we will refund the $99.95 replacement fee. I will also have an agent reach out to verify ownership with you in order to provide a refund for the restore drive that did not work.

*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. ↩