ComplaintsforIDrive Inc.

• 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.

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I utilize iDrive for cloud backups for my business. From time to time my account goes over its 5TB limit but I am quick to remove files to bring it under its limit. Any time I had gone over I receive a email and act on it immediately. While reviewing my bank statements, I noted a charge from IDrive for $134.39. Not knowing what this was for, I logged into my account and the invoice said it was an overage fee. I have not received an email that I was over. I checked my email logs and one was never sent. By my estimate I was over the limit for approximately 1 week. iDrive states that if a user is over their data limit that they will be charged .25 per gigabyte per month for as long as they are over. As I was never over the limit for a month, they had no right to take $134 from me, even so after not even notifying me. I wrote to their support and they told me they'd only give me $26.88 back, which is completely unacceptable.

  Business response

  08/14/2023

  Our records indicate that an overage email was sent and despite this not being the customers first overuse we ultimately did refund the customer in full. 

• Initial Complaint

  07/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi I cancelled my subscription on July 11th. IDrive went ahead and billed my AMEX card and they are refusing to issue a refund. They wanted my credit card # which I gave them but they are saying there is a different number in their files. As you can see from my upload the number I gave them is correct and they successfully billed my account using this number. I think this is some type of scam to refuse to give my money back. Please help! Thank you **********

  Business response

  08/14/2023

  Per ticket #*********** this customer was refunded in full. 

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pay for a cloud based data backup service through iDrive; been using them for a few years but have never needed to recover my data until now. My computer crashed on 6/7, I bought a new one and when attempting to restore my 2 TBs of data (6/8), the download speeds were abysmally slow (15 Kbps). I have 300 Mbps (verified) download speeds. At 15 Kbps, it would take YEARS to recover my data. I've read MANY others complaining of this same issue, so I know it's not on my end. I contacted their customer support, filed a ticket for help (requesting that if they couldn't resolve their slow download speed issue, then they should send my data on a hard disk through the mail. It's now 6/23 and I still have no solution, in fact they have failed to respond to my last email dated 6/17. I have filed a complaint with the ****************************** as they have my data hostage and as such, I'm assuming personal hardships. I need my data back.

  Business response

  07/17/2023

  Thank you for reaching out to IDrive. Internet slowdowns can happen for a variety of different reasons but that being said we are happy to send out an express drive to get your data to you. You can order the express drive by logging into your account through the web portal and clicking IDrive express on the left hand side of the the screen. Please fil in an order request so we can have it prepared as soon as possible. 

  Customer response

  07/20/2023

   
  Complaint: 20226787
  
  I am rejecting this response for two reasons: 

  1. the response did not specify WHO would pay for the express drive, is it iDrive, is it me? 

  2. I requested (on June 9th) for iDrive to send me data by June 20th (free of charge) on a hard disk IF they could not fix my download connection...you did neither.  Instead, it took until JULY 11th for your "backend" staff to increase my bandwidth on your end.  They cited that they "moved my account to another server."   It did solve my insanely slow download speeds but again took 32 days after my initial complaint.  It is unacceptable that my data was held hostage that long.  I suffered significant hardships while waiting for my data restore.  

  I'm requesting a full refund of my last payment $69.50 paid on 4/6/23 and wish to keep my account active through the duration of my subscription year to allow me time find alternate options.  

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

  Business response

  08/14/2023

  We reached out to this customer per ticket #*********** and offered a full refund should the customer choose to cancel or a 30 day extension should he choose to stay. 

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was charged for automatic renewal of a subscription. When I went to the company website tp check my status I was unable to login to my account following several attempts. I did not receive the email from the company for changing my login password.

  Business response

  07/17/2023

  IDrive has no access to change a customers password. If you have access to the email address associated with the account please click "forgot password" on the log in page.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm been having issues with my Idrive sync account for nearly a week now, and they never do anything to help me one support, they just say "We'll send your logs to our back end team". Which you can't talk to. I use the Idrive sync account and backup for my business and with it not working, I cannot work optimally between computers. I've had issue with the account not syncing properly for over a year now. It will work for a few month, then there will be a few days it doesn't work. Files with mysteriously disappear. Did I say customer service was less than a joke when it comes to actually helping? They just tell you to wait, and then no one ever contacts you. I just want it to be known how these people do business. Also the majority of their support, or a least high level support, you can actually talk to is not even in my country and they don't speak very good English. I very displeased with this company and would not recommend them to anyone.

  Business response

  07/17/2023

  We are sorry you are less than happy with our customer support. We are committed to helping all of our customers. Our support agents are there to help you resolve your issues and our foreign high level support department are professional  and all have no problem speaking English. Please reach out to our support department at 855 815 **** 0r use the chat feature on the front page of website. 

• Initial Complaint

  05/02/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello,I had purchased a storage plan with iDrive via a student discount and tried the service. I found it was inferior to other options with fewer capabilities and lackluster support.I submitted a request to cancel my account and refund my $40 subscription. The company stated there was a 15 day deadline to be able to obtain a refund. This policy is asinine, I've never heard of an agreement with under 30 days grace ****** for trying a service.iDrive should at least return $20 of my payment, as I did not use their service nor benefited from it at all. This is blatant exploitation.Many thanks,*********************

  Customer response

  05/03/2023

  Hi,

  I am not sure how to further clarify my complaint - I purchased a 5 TB plan through the education discount, which came to $40. I only uploaded a few files before realizing the service did not work with Linux and thus was not useful to me. My response to cancelling the service explicitly mentions this deficiency - while competitors have the feature.

  Thanks again - ******
  

  Business response

  09/07/2023

  
  Please reach out via ********************************************. We would be happy to review the case and offer a refund. 

   

  Regards,

  *****

  Support Manager 

  Customer response

  09/08/2023

   
  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

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Cancelled my subscription, on March 7, 2023, as I was not notified regarding the pending renewal and did not wish to continue their services. As to this date, I have not received a refund of $79.50 after sending multiple emails requesting the refund. Account number is **********.

  Business response

  09/07/2023

  Per Ticket# *********** we offered a pro rated refund which was accepted and processed.

   

  If you have any further questions please reach out to us via ************ or speak with an agent through the chat feature found on the front page of www.idrive.com.

• Initial Complaint

  10/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I terminated my Idrive account in the past. However, I was informed that my Idrive has been compromised. It turned out that people can enter my Idrive account if they know my user name and my password. In addition, they can also obtain my personal information like my email address, my name, phone number and my address, because Idrive failed to delete those info from my account. I asked Laxmon to completely remove my account so no one can either enter my account or see my info. However, he refused to do so and kept claiming that my account has been deleted, when I am still able to log in and see. I am not even able to delete my personal info and they are causing critical security breach. Please have them completely delete my account.

  Business response

  12/06/2022

  Business Response /* (1000, 5, 2022/10/18) */ Thanks for contacting IDrive, My name is *** I am the Support Manager at IDrive. Based on the ticket there appears to be a miscommunication. "Data" Refers to data stored on your account based on what has been uploaded by the user to be restored. This data is deleted as soon as immediately after cancellation, or within 10 days of cancellation per our terms of service. The profile information is "Metadata" this is your username, card information, address, phone number and alike. Metadata is kept to allow customers the option to reactivate their accounts in the future, and cannot be deleted by the user. Once an account is cancelled, a user can request their metadata to be deleted, we just require ownership verification to do so. If you can review the ticket you were corresponding with our agent through and provide the information they requested we can complete your request, and permanently delete the stored metadata. Alternatively you can also provide via the ticket the following to complete the request. - Confirm the username of the account: - Last 4 digits of the card on file for your account: - The billing address or expiration date of the card on file: We appreciate the opportunity to clear up this issue, and resolve your concerns. Consumer Response /* (3000, 7, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am a programmer so I know that it does not matter whether it is data or metadata. They are just trying to confuse this matter by using programming terms that others do not understand yet do not resolve simple issue: They let my id and password to be breached, Anyone can log into my account and they still do not remove my personal info, including my password, name, address and credit card number etc. (please see attached.) It was not necessary for me to provide additional info when I contacted them from my email address on file but I still provided what they requested by email but they still did not resolve it. Business Response /* (4000, 9, 2022/10/31) */ Thanks for your reply, Your request for meta-data erasure has already been completed and you were informed of this result via ticket earlier last week. We would like to reaffirm that there have been no security lapses. We have an obligation to our users, and it is company policy to verify accounts before taking an action. As your request has been fulfilled, no further action is required on your part. If you have any questions please reply to the ticket you were corresponding with our agent through. Regards, Consumer Response /* (4200, 11, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate *** for helping me on this matter. Please close this case now because they finally resolved it. However, their claim is not true. There was a security breach for sure. It is absurd that they plainly deny when there are proofs.

*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. ↩