ComplaintsforIDrive Inc.
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Idrive.com has a yearly subscription which is subscribed too. The last few months they have been charging me 400-500 dollars a month when the whole yr was suppose to be 69.50. I cancelled my subscription but they are still charging me hundreds of dollars a month. They say it because I used over 2000 gigs of backup. My computers total hard drive space is 500 gigs. Until a few months ago it showed that I used less than 10% of my back up space. Now they say I'm using 3000+ gigs a month in back up storage. They have been contacted.Business response
10/19/2021
Business Response /* (1000, 5, 2021/10/08) */ Thanks for your feedback, As was explained when you contacted us, our service is an archive service. The amount of data on your hard drive would not match the amount stored on our servers. As you delete data from your local hard drive, it is not removed from your storage in the cloud, that is the purpose of an archive, long-term storage. We do provide tool, and alerts to help you manage the data stored. IDrive though is not a managed service, the use of the service, and associated space management is 100% a user responsibility. This is agreed to by the user along with the overuse charges you are currently attempting to dispute the validity of. You could not have engaged the service without agreeing to these terms. That said, if you are willing to bring your account under quota we are willing to work with you on a refund of part of the charges, provided you are willing to manage the account going forward. Please feel free to contact us back for any assistance in that process.Initial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
This is just one of the 4 ***** Billings. I was told I would be billed an annual fee and now I am getting monthly overages for what I am not sure. I have even disabled my account over a month ago an now getting another charge over 400.00. I have no idea what they are backing up as I hardly even use my computer. I consider this fraud !!Business response
08/03/2022
Business Response /* (1000, 5, 2021/09/29) */ Thanks for your feedback. Disabling the auto renewal does not remove the data nor make the account inactive. To prevent further charges you must delete the unwanted data or cancel the account. As we have already posted multiple refunds for these charges once you contacted us. Please refer to the ticket refenced along with this response. Please reply back to that ticket should you still have questions regarding these charges.Initial Complaint
09/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
The company that owns iDrive**** is overcharging me for drive space overages. I have deleted two computers from their cloud drive service three (3) times now and the data is still sitting on their servers and will not delete. My username is: *********************** I'm being charged for data they will NOT allow me to delete and therefore they can continue falsely charging my credit card.Business response
08/03/2022
Business Response /* (1000, 5, 2021/09/29) */ Thank you for your feedback. We replied to your ticket earlier this month and advised that device folders cannot be removed. Data must be removed from the folder directly. The folder names will remain, but the containing data will be removed. You also need to take the step of disabling the back up of those devices, or the data will be put back on your account. This was explained in your reference ticket. Regarding your charges Several emails were sent prior to the charge to inform you that the account was in excess of its data allowance and the outcome of not addressing the issue. If you wish to resolve the overuse, we are willing to work with you on a partial refund of the charge.Initial Complaint
08/24/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I subscribed to idrive for $39 per year. I was having difficulty navigating their site. I asked questions of the Tech department which did not resolve the issues. I set it up and it went into a storage loop, downloading from downloads. We went into covid lock down so i couldn`t get to my computer. It took my 2tb and tripled it and went 50% over the 5tb limit. They are now trying to charge me over $900 for a few days over quota. I do not believe this equates to a reasonable level of business practice that exist today. I believe that a 50% charge should be charged for an excess use of 50% for a couple of days is reasonable as I learn to navigate your website, not 30 times the amount. A reasonable person would not expect a penalty of this proportion. Idrive presents itself as an easy to use technology, at the moment it is not. It has many hidden storage positions that have created these issues. I do not think this is fair. ******* *****Business response
11/10/2022
Business Response /* (1000, 5, 2021/08/25) */ Thanks for contacting us here. A few brief points. - As you have described it, our software cannot do what you claim it has done. It does not save a file type as you have described in any process. - You did not require access to the device locally to resolve the issue. - All of your support requests were responded to within 24 hours. - As you stated the issue was on your computer locally and not related to our service we can show a quote from your service ticket to prove this. We are sorry if you are unhappy with a the charges, but this is what you agreed to in our terms of service when you elected to start using our service. A warning email was sent before the charge was processed to give you the opportunity to resolve this without being charged this fee. That said we are willing to work with you as we have already offered you a partial refund. If you wish to continue that discussion you can do so by replying to the case number provided with this response.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
Customer Complaints Summary
34 total complaints in the last 3 years.
23 complaints closed in the last 12 months.