Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Hopefully they will credit the card that was fraudulently charged. Their charge date was Sept 5, 2015 and I cancelled this in August 2015. My credit card on file was expired and they charged it anyway by changing the expire date. When I found this out, I went in and deleted the other card and made sure auto-renew was off, which it was. They have their facts wrong! I wonder how many more people they have done this too.
Regards,
[redacted]
Hello Dr.[redacted],Carbonite corresponded with you on several occasions through various emails. I have reviewed oursupport archives and see that you have only contacted us recently in Februaryand March 2015. As mentioned previously, we are available through email, chatand phone. Carbonite did perform as designed and we kept your data on ourservers which was available to you at any time during your subscription . Wewill issue you a check for your last renewal on 2/10/2014. Sincerely,[redacted]
Solutions Team SpecialistCarbonite, Inc.
Mr. [redacted],I tried to call you back, but was unable to get to you when I used the dial by name directory.Please let me know your extension and I will call you when I have time.
I do not agree with your comprehensive review.I was an existing carbonite customer when I started the new trial for the new computer. I already expected carbonite to backup everything that we needed.The landing page of the free trial states that this is a "Our personal trial gives you complete protection for one computer. Perfect for your home office or family computer."
This is misrepresentation and fraudulent inducement to your services.If you do not back up [redacted]'s automatically, than you are not offering the complete protection.If you offer [redacted] automatic backup with your paid service - you have defined what "complete protection" means.The trial marketing is false.
We did NOT get any warnings that our [redacted]'s were not backed up.We DID get many other inducements and notifications to pay for the full service.
Please let me know how to reach you and we can discus further.Thank you[redacted]
Regards,
Hello Dr. [redacted], Thank you for contacting us through the Revdex.com. When you signedup for Carbonite you opted in for our automatic renewal. Carbonite sends you anote 7 days prior to the charge to let you know that the subscription will beprocessed to your credit card on file. This gives you time to...
contact us or loginto your account and deactivate the auto renew if you so choose. Your backupwould remain in frozen (recover) mode until you manually unfroze it. Carbonitedoes this as a safeguard so that no files are deleted before they are restored.This choice is left to the user to decide when they are ready to leave recovermode. Our well documented policy is to retain any files that have not beenrestored for 30 days after you leave recover mode and restart your backup. In 2014, 3 years after your initial purchase, you didupdate your credit card on file. We encourage users through emails and popupsto check the status of their subscriptions periodically. We also offer email,chat and free phone support to our users. Mac users can check the status oftheir backup through the Preference panel at any time. This is documented inour FAQ’s at [redacted]As previously offered to you, we have agreed to extend your subscription as a courtesy. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
NO ONE HAS CALLED TO FIX MY ISSUE AND ITS BEEN CLOSE TO A WEEK NOW!
Regards,
[redacted]
Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Dear Revdex.com,After the initial call, we called this user back and spent an hour with her on the issue. Her technical issue has been resolved. Her main complaint is that our agent referred to her as Ma'am. We knew that this was something she did not appreciate and the agent slipped at the end of the hour call and referred to her as ma'am. He certainly did not mean to get her aggravated. Her issue has been resolved. He will be calling her tomorrow to apologize. Regards,[redacted]
Hello Mr. [redacted], Thank you for your response. I apologize for misinformingyou. Your account had actually auto renewed on 9/5/15. Our logs show that theAuto Renewal was deactivated on 9/23/15. Carbonite does not change expirationdates. You have been refunded and the auto renew is deactivated. Your accountis no longer active and you will not incur any further charges. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. The gift cards have now been received by my friend and me. It is just unfortunate that we had to go through so much time-consuming frustration to get what should have been taken care of by the company immediately. I hope that the company will reconsider their automatic response to this situation for future customers. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for contacting us through the Revdex.com. I understand that you are not satisfied with thedownload speeds while restoring your data. However, Carbonite does not throttle your speeds. We will contact youthrough our support site to process your request.
reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below.
I will seek to bar Carbonite from doing further business in Maryland, and file suit for breach of contract.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting Carbonite through the Revdex.com. In 2010, you purchased a Personal Basicsubscription for 59.99 per/year, for a single desktop/laptop computer. Carbonite advertises the Personal Basicsubscription as unlimited cloud storage space per computer and states,“Personal Plans are not designed to back up [redacted] Server OS. Need to back upa server? Try our Server Plans.”Our records indicate that you have over 14 terabytes of data backed up ona file server with a Personal Basic subscription. More directly, the Personal Basic subscription is being used to back up a [redacted]Server OS - a use that is expressly exempted from the Personal Basicsubscription. Consistent with this prohibition, Carbonite’s Terms of Servicestates, “Carbonite may … cancel Your subscription, if You … manipulate a Servicein any manner not specified by Carbonite.” While we value your business as alongstanding customer, Personal plans are not designed or offered to back up a[redacted] Server OS and to do so contravenes the plain language on Carbonite’swebsite and the Terms. We have made numerous attempts to get in touch with you in order to help you transition to aCarbonite solution designed specifically to meet your needs. However, you havebeen unreachable. If we are unable to obtain your commitment to transition tothe appropriate product for your needs, Carbonite will be forced to terminateyour Personal Basic subscription as of April 30, 2015. Thank you.
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Better...
Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Hopefully they will credit the card that was fraudulently charged. Their charge date was Sept 5, 2015 and I cancelled this in August 2015. My credit card on file was expired and they charged it anyway by changing the expire date. When I found this out, I went in and deleted the other card and made sure auto-renew was off, which it was. They have their facts wrong! I wonder how many more people they have done this too.
Regards,
[redacted]
Hello Dr.[redacted],Carbonite corresponded with you on several occasions through various emails. I have reviewed oursupport archives and see that you have only contacted us recently in Februaryand March 2015. As mentioned previously, we are available through email, chatand phone. Carbonite did perform as designed and we kept your data on ourservers which was available to you at any time during your subscription . Wewill issue you a check for your last renewal on 2/10/2014. Sincerely,[redacted]
Solutions Team SpecialistCarbonite, Inc.
Mr. [redacted],I tried to call you back, but was unable to get to you when I used the dial by name directory.Please let me know your extension and I will call you when I have time.
I do not agree with your comprehensive review.I was an existing carbonite customer when I started the new trial for the new computer. I already expected carbonite to backup everything that we needed.The landing page of the free trial states that this is a "Our personal trial gives you complete protection for one computer. Perfect for your home office or family computer."
This is misrepresentation and fraudulent inducement to your services.If you do not back up [redacted]'s automatically, than you are not offering the complete protection.If you offer [redacted] automatic backup with your paid service - you have defined what "complete protection" means.The trial marketing is false.
We did NOT get any warnings that our [redacted]'s were not backed up.We DID get many other inducements and notifications to pay for the full service.
Please let me know how to reach you and we can discus further.Thank you[redacted]
Regards,
Hello Dr. [redacted], Thank you for contacting us through the Revdex.com. When you signedup for Carbonite you opted in for our automatic renewal. Carbonite sends you anote 7 days prior to the charge to let you know that the subscription will beprocessed to your credit card on file. This gives you time to...
contact us or loginto your account and deactivate the auto renew if you so choose. Your backupwould remain in frozen (recover) mode until you manually unfroze it. Carbonitedoes this as a safeguard so that no files are deleted before they are restored.This choice is left to the user to decide when they are ready to leave recovermode. Our well documented policy is to retain any files that have not beenrestored for 30 days after you leave recover mode and restart your backup. In 2014, 3 years after your initial purchase, you didupdate your credit card on file. We encourage users through emails and popupsto check the status of their subscriptions periodically. We also offer email,chat and free phone support to our users. Mac users can check the status oftheir backup through the Preference panel at any time. This is documented inour FAQ’s at [redacted]As previously offered to you, we have agreed to extend your subscription as a courtesy. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
NO ONE HAS CALLED TO FIX MY ISSUE AND ITS BEEN CLOSE TO A WEEK NOW!
Regards,
[redacted]
Better Business...
Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Dear Revdex.com,After the initial call, we called this user back and spent an hour with her on the issue. Her technical issue has been resolved. Her main complaint is that our agent referred to her as Ma'am. We knew that this was something she did not appreciate and the agent slipped at the end of the hour call and referred to her as ma'am. He certainly did not mean to get her aggravated. Her issue has been resolved. He will be calling her tomorrow to apologize. Regards,[redacted]
Hello Mr. [redacted], Thank you for your response. I apologize for misinformingyou. Your account had actually auto renewed on 9/5/15. Our logs show that theAuto Renewal was deactivated on 9/23/15. Carbonite does not change expirationdates. You have been refunded and the auto renew is deactivated. Your accountis no longer active and you will not incur any further charges. Sincerely,[redacted]Solutions Team SpecialistCarbonite, Inc.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. The gift cards have now been received by my friend and me. It is just unfortunate that we had to go through so much time-consuming frustration to get what should have been taken care of by the company immediately. I hope that the company will reconsider their automatic response to this situation for future customers. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Thank you for contacting us through the Revdex.com. I understand that you are not satisfied with thedownload speeds while restoring your data. However, Carbonite does not throttle your speeds. We will contact youthrough our support site to process your request.
Revdex.com:
I have...
reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint #[redacted]. Please add your rejection comments below.
I will seek to bar Carbonite from doing further business in Maryland, and file suit for breach of contract.
Regards,
[redacted]
Dear Mr. [redacted], Thank you for contacting Carbonite through the Revdex.com. In 2010, you purchased a Personal Basicsubscription for 59.99 per/year, for a single desktop/laptop computer. Carbonite advertises the Personal Basicsubscription as unlimited cloud storage space per computer and states,“Personal Plans are not designed to back up [redacted] Server OS. Need to back upa server? Try our Server Plans.”Our records indicate that you have over 14 terabytes of data backed up ona file server with a Personal Basic subscription. More directly, the Personal Basic subscription is being used to back up a [redacted]Server OS - a use that is expressly exempted from the Personal Basicsubscription. Consistent with this prohibition, Carbonite’s Terms of Servicestates, “Carbonite may … cancel Your subscription, if You … manipulate a Servicein any manner not specified by Carbonite.” While we value your business as alongstanding customer, Personal plans are not designed or offered to back up a[redacted] Server OS and to do so contravenes the plain language on Carbonite’swebsite and the Terms. We have made numerous attempts to get in touch with you in order to help you transition to aCarbonite solution designed specifically to meet your needs. However, you havebeen unreachable. If we are unable to obtain your commitment to transition tothe appropriate product for your needs, Carbonite will be forced to terminateyour Personal Basic subscription as of April 30, 2015. Thank you.
Revdex.com:
I have reviewed the...
response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]