Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against IDrive Inc., the parent company of ************, for their ongoing and unjustified charges to my credit card despite multiple requests to cancel, close, and delete my ********** [month/year of initial charge], I mistakenly activated an account with ************ but never used or logged into the service. Upon realizing the error, I immediately contacted their customer support to request the account's cancellation and deletion. I was assured that my account would be closed, yet the company has continued to charge $499.00 per month to my credit card.Each month, I have diligently reached out to their support team to request a refund and reiterate that the account is unused and was activated in error. Unfortunately, these requests have been met with no resolution, and no refunds have been issued. This pattern has persisted month over month, causing me unnecessary financial distress and frustration.I believe this behavior is unethical and possibly unlawful, as the company is knowingly charging for a service that has been explicitly canceled and is not being utilized.I am requesting immediate intervention to:Permanently cancel and delete my account to prevent any future charges.Issue a full refund for all monthly charges incurred since the initial request to cancel the account.I'm requesting refund for the past three months!

  Business response

  12/19/2024

  This customer reached out in Nov of 2022 to cancel their account. We replied asking for the customer to verify ownership, they did not respond. The account was cancelled shortly after on Noc 25th of 2022. The the account was reactivated at the customers request in July of 2024 and the customer was notified via email. Once again the customer requested cancelletion 8/24/24 and we replied with multiple methods to do so and and promotional offer to stay with the company, we again got no reply. We again sent an email with multiple ways to cancel the account it was finally cancelled  on 12/18/2024. We are happy to refund the two charges from 2024 in full and will make that offer through ticket #RP751919414.

   

  Thank you

  Customer response

  12/20/2024

   
  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.
  

  But allow me to add that the fact that I have accost locked once to reactivate the service without warning is unethical and the fact that I cannot cancel with one click is exactly what the government is cracking down on. 

  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased cloud storage a year ago from idrive because i needed to send my laptop in for repair. The service was unusable at best. I was never able to successfully retrieve anything of value. But now a year later they want me to renew and i ignored them since there wasnt any money in my account at the time. A couple weeks went by and i needed to deposit money in order to pay my bills. As soon as deposit the money they take a hundred dollars for service renewal. I immediately contact them and try to explain that i dont use their service and that i need my money for my utilities bill. They offer my 20 dollars at a pro rated refund for the 3 or 4 days of service that i didnt use didnt want didnt need. This is how they get their money. By scamming people who actually work for a living. Now my electric is about to be shut off and STILL... I dont want this service. Which is cloud storage if i didnt mention that before i apologize.

  Business response

  09/27/2024

  There was a miscommunication with this customer. We offered a 25% discount refund in lieu of cancellation to attempt to retain her business. We have now offered the customer a full refund of her renewal charge. This is a subscription based service which is clearly stated in the terms and conditions that the customer agreed to having read and understood. 

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The service is meant to be a continuously growing backup solution for devices. This essentially clones files to the cloud that land on the selected device. It does NOT automatically delete these files when deleted from the device, which is normal and the correct functionality.Where this went awry is that as you use the device, files come and go and can continually grow against your quota usage. There is an in-software feature for "Archive Cleanup" which meant to ultimately do a 1:1 file comparison between what was uploaded and what is currently on the device. Deleted files would then be purged in this cleanup, making the tens/hundreds of thousand files get cleaned up gracefully as a form of mass quota cleanup.Unfortunately, this feature does not work. There are a plethora of files in a variety of folders that are not picked up by this cleanup feature. Support solutions have not worked. This first occurred about a year back, but is also still occurring currently. It is not realistic of feasible to manually track down every file by hand to purge online. **************** is slated to charge nearly $200 a month for what is an 8% overage due to the cleanup issues when the service is $150/year.Between noticing the cleanup issue, receiving the quota limit email, being charged that cost, and support giving failed resolutions, this all happened in just 4 days. This feels predatory that it would even charge more than what would cost to auto-upgrade to a higher plan or give an appropriate grace ****** especially when contacting support over the issues.

  Business response

  06/26/2024

  We are happy to refund the overage charge as a one time courtesy, as long as the account is in good standing, that way we prevent further overages. I have had our teir 2 support team reach out to assist in getting the account under quota. 

  Customer response

  07/03/2024

   
  Complaint: 21903134
  
  I am rejecting this response because:
  

  Despite having a contact reach out, this issue still persists and I have not receive any update in nearly a week on where any sort of Archive Cleanup fix stands. I was provided a temporary quota expansion of 1TB to try and accommodate staying under a threshold in case the issue lasted more than a month and I was billed again. Unfortunately, when I was requested to provide and error report and to upload/share ProgramData files to IDrive to support investigating things, I'm now over the threshold again due to the file sharing. This may not stay an issue once I get the thumbs up that I can delete those cloud drive share files.

  I cannot **** this issue as resolved until I have a resolution for the quota cleanup issue and a refund for the overages that were out of my control.

  Sincerely,
  
  *******************************

  Business response

  07/17/2024

  Dear Customer,

  We see that you filed a chargeback with your CC company over the last overage charge despite us agreeing to refund the charge. In liue of refunding the charge we will not dispute the charge back. We are also sending a detailed response to the questions you have raised about your account. Please check your open ticket and contact us through the ticket if you need anything else. 

  Customer response

  07/25/2024

   
  Complaint: 21903134
  
  I am rejecting this response because:

  The phrasing of when the chargeback happened is incorrect and possibly deceptive. The chargeback was filed within a day of iDrive refusing to refund me at all. This was when support reps claimed that no refund would happen while over quota despite the quota not being feasibly manageable due to a software defect that is still ongoing to this day. iDrive didn't even open the door to a refund until they provided an extension to my quota (because of accepting the issue is real) AND iDrive deleting ~3TB of my files without my authorization. When offered a refund, there were terms that I disagreed with (barring me from bringing up future overage charge complaints for similar issues). Regardless, I was told the refund would be processed anyway after manager approval despite my disagreement not being addressed. Not long after is when the realization that the chargeback was ongoing that the same comment about "not disputing the chargeback" took place.

  Where things stand now is it seems iDrive is not disputing the chargeback, but also not responding to it to allow it to go through right away. This feels inappropriate and is different than accepting that it is a valid chargeback.

  Sincerely,
  
  *******************************

  Business response

  07/29/2024

  The customer has chosen to close the account and we are in the process of issuing a full refund of the latest renewal charge. 

  We have also expressed to the credit company that we are not fighting the dispute the customer filed for the overuse charge they incurred. 

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have never had an account with this company and have repeatedly contacted them to notify they are not authorized to charge my credit card, yet they continue to bill it annually. This being after they tell me the problem is resolved. i have disputed with my credit card company and it is removed only to be charged back at a different date.

  Business response

  05/02/2024

  We have cancelled the account and accepted your most recent charge back as a loss  therefore a full refund will be issued through your financial institution. 

  Thank you

• 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

  04/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I contacted them SO MANY TIMES with issues about the backups , and all they did i had to reset everything, reinstall the software . Recently 3 folders with dozens of files were not backed up no matter what i did. This morning i could not do anything because MY ACCOUNT WAS UNDER MAINTENANCE. For the last several hours the hour glass is spinning trying to delete files. I moved to another provider. I want my money back . evirdi221212 @ dumi.us

  Business response

  04/03/2024

  Thank you for your feedback. We are sorry to hear that you are frustrated with our service. We will have an agent reach out with a refund offer through ticket #***********

  Customer response

  04/09/2024

   
  Complaint: 21514113
  
  I am rejecting this response because: company has huge bugs and they miss updating multiple folders and hundreds of files
  
  Sincerely,
  
  **************************

  Business response

  05/03/2024

  Customer,

  You're initial complaint asked for a refund to settle this matter. We reached out to offer the full refund as requested and you have rejected this offer. Please let us know through  ticket #*********** how we can help resolve this matter. 

  Thank You 

• 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. 

*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. ↩