SugarSync, Inc

Initial Business Response /* (1000, 5, 2015/06/30) */
We only cancel accounts over our secure chat connection
You can find out how to cancel your account with these instructions
We have a VERY simple cancellation process
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
This is
not hidden, and a simple Google search for "SugarSync Cancel", the first result is the answerAlternatively customers can go to support.sugarsync.com and search for "cancel" and the instructions for cancellation are the first result as well
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sugarsync's reply is unacceptableThe person writing back did not read my initial complaint: Sugarsync forces its customers to talk to a customer representative who is unavailable most of the timeI tried repeatedlyThere is no other recourse for someone to cancel an account other than chase a customer service person
Most online services provide a page where the customer can just cancel renewal, or an email address for the same purposeSugarsync just confirmed that in fact they don't provide these avenues and make it extremelyi difficult to cancel a subscription
Final Business Response /* (4000, 9, 2015/07/08) */
We are available for cancellation from the hours of 10am - 2pm PST
Final Consumer Response /* (2000, 11, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I could finally cancel the renewal of my subscriptionI consider the case closed
Thank you

Initial Business Response /* (1000, 5, 2015/08/07) */
We have a VERY simple cancellation process
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
This is not hidden, and a simple Google search for "SugarSync Cancel", the first result is the answerAlternatively customers can go to
support.sugarsync.com and search for "cancel" and the instructions for cancellation are the first result as well

Initial Business Response /* (1000, 5, 2015/07/14) */
Customer has been with us since 2012, and her account has renewed many timesIt has renewed on the exact same day for three years, should be no surprises
In her account it says what plan she is subscribing to, how much it costs, and when
the next renewal is
Initial Consumer Rebuttal /* (3000, 7, 2015/07/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Every single renewal before was based on an offer received bg email, and done beforehandThis was the first year where this was not doneWe had intended to let this lapseThey are wrong in saying there should be no surprisesThat is a lie or at the very least a gross mistake on their part
Final Business Response /* (4000, 9, 2015/07/21) */
We only allow one 'offer' per accountShe took advantage of the offer on 07/20/and then the account continued to renew annually as she upgraded her account to more storage and use the service

Initial Business Response /* (1000, 5, 2015/11/03) */
Records show that the consumer, ** *** ***, signed up for a SugarSync account online on September 1, 2013, with annual subscription plan of $for gigabyte and a day trial period that ended on October 1, 2013, when billing for
annual subscription fees commenced
Neither the SugarSync sign up process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices for services be sent
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to him when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled)
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "***wals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync(r) accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
Customer contact data shows no receipt of any cancellation request from the consumer prior to April 30, 2015; when data shows that the consumer had contacted SugarSync support, via online contact form, requesting to cancel her accountRecords show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows no record of the consumer initiating, following and completing proper cancellation procedures as provided
Contact data shows the next record of contact occurred on October 2, 2015, when the consumer contacted SugarSync support, via telephone, requesting to cancel her accountRecords show that the consumer was directed to contact the SugarSync cancellation department via online chat
Contact data shows the next record of contact also occurred on October 2, 2015, when the consumer contacted SugarSync cancellation department, via online chat, requesting to cancel her accountRecords show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows consumer initiating, following and completing proper cancellation procedures as provided
The consumer's account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing proper cancellation procedures as provided prior to October 2,
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer will be provided a refund of $74.99, consisting of the last annual fee incurred

Complaint: ***I am rejecting this response because:
SugarSync elected to refund two months of service representing a $*** total refund This is completely unacceptable My computer has been unprotected for nearly TWO YEARS because apparently I did not proactively do something on my computer to complete an "upgrade" by SugarSync
However, for that entire TWO YEARS the SugarSync "little green bird" was in the bottom corner of my computer indicating EVERY DAY that I was protected NOT TRUE!!!
Also, for that TWO YEAR period SugarSync was aware that I had not accessed the service and my computer had not been backing up regularly SINCE THE "UPGRADE" At a minimum, Business 101, SugarSync should have proactively "ALERTED" me that my computer was not backing up HOWEVER, in fact they did the opposite with the "little green bird" daily telling me everything was PERFECT Well, it was not!!!
x $*** = $*** (not $*** refund) SugarSync corporate should consider this the cheapest consulting advice they have ever received: PROACTIVELY ALERT YOUR CUSTOMERS THAT ARE NOT REGULARLY BACKI(ESPECIALLY AFTER AN UPGRADE THAT REQUIRE ACTION ON THEIR PART) Again, Business why are you not doing it? CARBONITE does, why not SugarSync?
I am requesting a full refund from the time period my computer was unprotected $***
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Initial Business Response /* (1000, 5, 2015/07/20) */
Customer has contacted and is in contact with us regarding his account
We have instructed the customer how to cancel her accountI will post them here, in hopes she follows them:
We have a VERY simple cancellation process
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
This is not hidden, and a simple Google search for "SugarSync Cancel", the first result is the answerAlternatively customers can go to support.sugarsync.com and search for "cancel" and the instructions for cancellation are the first result as well
Thank you
Initial Consumer Rebuttal /* (3000, 7, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The issue isn't whether or not I could find the mechanism for cancelling my account (I never claimed it was "hidden")The issue is the AVAILABILITY of that mechanismI have tried to use that mechanism more than ten times! Each time, I received a message that the site was busy and that I should try againI don't intend to waste any further time playing games with this companyCANCEL MY ACCOUNT NOW!
Final Business Response /* (4000, 9, 2015/07/22) */
We take security very seriously, that is why customers must login to their account and chat with our support team to cancel their account
Thanks!
Final Consumer Response /* (4200, 11, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response of the company is absurdUnder the pretense of taking "security very seriously," the company attempts to justify the requirement that the customer must "login to their account and chat with our support team to cancel their account."
The company does NOT address the major issue of AVAILABILITY that I raised earlierIf a customer cannot reach the "chat" line, what can the customer do? Most legitimate companies have a PHONE NUMBER where a customer can speak to a representative (what a revolutionary idea!)I have no problem with a login, but I have NEVER dealt with a company that requires cancellation of services through a chat line
CANCEL MY ACCOUNT!

Initial Business Response /* (1000, 5, 2015/08/25) */
Please follow the steps provided to cancel your account
Those steps are required to cancel an account, and no refund will be provided
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept
the response from the business.)
Those steps do not workI spent an hour and a half attempting to contact the cancellation deptThere needs to be another method to cancelI can only assume that this is a scam since it's quite easy to contact consumer service but nearly impossible to cancel an account
Final Business Response /* (4000, 9, 2015/08/27) */
We are not a scam companyScam companies typically don't follow up with Revdex.com requests
As mentioned, please follow the steps to cancel your accountWe have just added more chat agents to handle the cancellation requests

Initial Business Response /* (1000, 5, 2015/05/14) */
We have a VERY simple cancellation process that can be done without any support interaction
https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX
This is not hidden, and a simple Google search for "SugarSync Cancel", the first result
is the answerAlternatively customers can go to support.sugarsync.com and search for "cancel" and the instructions for cancellation are the first result as well
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO ALLOW SUGARSYNC TO CHARGE YOUR CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED
This is why the account stays open until the next renewal cycle and then will be canceled
http://www.sugarsync.com/terms.html
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/05/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I proceeded to "google" cancelI was then sent to a site in which it had a email responseI noticed in the comments that it stated to ensure to include cancellation in the comment sectionI proceeded to do thisEvery time I attempted to submit this "email" requesting cancellation my email rejected saying there was a missing field not filed out, in which there wasI tried it first under accounts payable, then I tried them all to get it to submit an emailAll of which rejectedAgain, during business hours, I was not able to access the site and had to do this after hoursOn multiple occasions, I could not submit this requested email during after hours timeframeThe company stated they had no record of my "email" in which I argued, that of course they didn't have a recordit was because the website would not allow me to submit such an email no matter how many times or ways I had triedI felt like as if this was a joke, or if this was not a legitimate company and I was being taken for a rideI attempted at finding any other contact means, in which the only other option besides the failed email was to instant message them, which must be done during business hoursI finally tried on a day at work, and felt as if I was jeopardizing my job to do so due to our internet security policy and this was a data downloading site, I knew I was raising huge red flagsBefore breaking policy, I googled a phone number for sugar sync, and was sent to a recording that was for new business accounts and it stated basically that I left a message regarding an existing account, it would be ignoredAt this point I felt as if I was in an internet schemeI knew I was close, but felt as if I had a few days time before I was at the day mark, so I knew I had to somehow attempt another wayIronically during business hours, I was able to get an email through, by proceeding down the same path as I have done many times before with the only difference was that this happened during business hoursI wanted to ensure they got it because at this point I didn't trust this companyMany were my instincts rightI proceeded to instant message attemptNO JOKE, I have several witnesses from work, in which I tried over times to get a responseThe response was, "There was NO ONE AVAILABLE" Again, I feel like I am on candid cameraThere was no, someone will respond soon, or you are X number in the queuesimply, "There is no one available"I feel as if this is unacceptable, in which you force clients to use these paths to communicateI feel like I was being trickedI had to depart and go to a meeting and upon my return, I tried another or so times and finally got throughIt didn't get better, only worseThe guy on the IM was so frustrating, I lost my coolHe informed me that I was at day 30, I was charged the day prior and there "Was nothing he could do" and "I am sorry I cannot help" No willing to work with me when I tried to explain my issues with being able to communicate with the companyHe just stated "there was no record and just quoted their policy as their only response." I proceeded to request a manager, supervisor, ANYONE else to reason withHe then told me "A SUPERVISOR WAS NOT AVAILABLE" I lost it!!! I stated that is not acceptable and I EXPECT to speak to a supervisorOne sent me an email, a while later that was basically a repeat of the same conversation from earlierI have NEVER in my life been so felt taken advantage of or so infuriatedCancellation was not the only issueI had upgraded once, once I had realized that my data plan I originally wanted to trial was not large enoughI had a ton of photos and had no idea how much data I neededI only upgraded to "test" and see if it would be enough in which is wasn'tWhen I had tried to figure out how to downgrade the trial back to the original process to see if I could use if for other data and not my photosThis is when I discovered it was the same process to change plans as to cancelAt this point, I was already frustrated and my first unsuccessful attempt at cancellation was the same day of signing upMy request is to have a full refund which is what I feel as I deserve because I DID ATTEMPT to contact the company several times within the time period and was not provided a reliable means to do soI am reporting this company because I feel as if I am being ripped off and still cannot believe how ridiculous this experience I have had isI do not understand how they are in business, I feel as if it is a one person operation, in which he has to communicate when this person is available and if they are not lucky enough to get ahold of him, then he just sits back and screws people out of their money d/t their "trial clients" are backed into a corner

The consumer’s matter has been reviewed and pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as a courtesy, the consumer has been provided a refund of $***, consisting of the last annual service fee incurred,
and the account closed as requested. The transaction reference ID number for the reimbursements is *** and the reflection of the funds onto the consumer’s account is dependent on the credit card provider. We may suggest that the consumer contact with the credit card provider in this regard
Records show that the consumer, *** ***, signed up for a gigabyte SugarSync account online on June 5, ***, with an annual subscription rate of $*** and a trail period that ended July 5, ***, when billing for annual service fees commenced. Activity for the consumer’s SugarSync account shows that the plan was upgraded online on June 16, ***, from gigabyte for $*** annually to gigabyte for $*** annually
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices or advance renewal notices for services be sent.
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to her when she signed up for the SugarSync account, via Sections “Subscription Period and Subscription Fees”, that by creating a paid account (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that SugarSync may charge the credit card on file for the amounts due for the consumer’s initial subscription period as well as for additional subscription periods until the customer’s account is canceled or terminated, with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, and that fees are non-refundable
The consumer was further made aware, via Sections “Renewals and Cancellations” of the customer agreement, that accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer has canceled the account by the end of the then-current subscription period and that upon cancellation the consumer will not be able to use or access the service and will not be entitled to a refund of any fees paid
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the service. The SugarSync sign up process prior to the account activation clearly reads “By continuing you agree to SugarSync's Terms of Service.” It is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating services. Ignorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
SugarSync provides an easy-to-use online chat option for account cancellations, which the consumer was able to use without issue, save for the fact that her cancellation request came after the account’s billing renewal on July 16,***
While we understand the consumer’s position, onus of responsibility lies with the consumer to be aware of the annual renewal dates for their account and to contact SugarSync support in a timely manner if they wish to cancel services prior to incurring charges for the next billing cycle
That said, in light of the courtesy refund and waiver of the agreed and accepted no-refund policy, the company believes this matter has been properly addressed in accordance with the agreed and accepted policies and procedures
We apologize for the consumer’s less than satisfactory experience and any inconvenience that it may have been encountered. The consumer's reported comments and feedback will be taken under advisement and further reviewed by the appropriate departments to see that we take the necessary steps to improve the customer support process and experience
The consumer’s patience and understanding is appreciated

Revdex.com:I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution is satisfactory to meSincerely, *** Thurmer

Initial Business Response /* (1000, 5, 2015/12/30) */
Records show that the consumer, *** ***, signed up for a SugarSync(r) account online on October 30, 2012, with a trail period that ended on November 30, 2012, when billing for annual subscription fees commenced
The SugarSync
customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, as well as his continued use, made clear to him when she signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled)
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
Customer contact data shows no receipt of any cancellation request from the consumer prior to December 1, 2015; when data shows that the consumer had contacted SugarSync support, via online contact, requesting to cancel his accountRecords show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows consumer initiating, following and completing proper cancellation procedures on December 1,
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on November 30,
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer will be provided a refund of $99.00, consisting of the last annual service fee incurred
Initial Consumer Rebuttal /* (2000, 7, 2016/01/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as they refund my money, I really don't care what else they write
And they are wrongI did email to cancel my accountI have the email proofThey never emailed me back with their ridiculous way of canceling (have to get an agent on a specific web page between the hours of and and that is if anyone is actually there!?) an account until I emailed in December

Initial Business Response /* (1000, 5, 2015/06/24) */
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO ALLOW SUGARSYNC TO CHARGE YOUR
CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED
This is why the account stays open until the next renewal cycle and then will be canceled
http://www.sugarsync.com/terms.html
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I asked them to provide a copy of this showing I received and accepted itThey have not provided a copy of these termsnor have they provided proof that I knowingly gave consentThe only consent I gave for was for a monthly fee of $not a year customer support fee for $per yearPlease request proof that I accepted customer fee for a fee of $per yeasr
Final Business Response /* (4000, 9, 2015/06/26) */
Please read the ToSThanks

Initial Business Response /* (1000, 5, 2015/08/07) */
Terms of service -refunds
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO
ALLOW SUGARSYNC TO CHARGE YOUR CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED
This is why the account stays open until the next renewal cycle and then will be canceled
http://www.sugarsync.com/terms.html
Thanks

Initial Business Response /* (1000, 5, 2015/08/27) */
Customer signed up for a yearly accountOnce an account is paid for they can not downgrade until their current subscription has ended
We have replied to this customer, hopefully she can check her junk/spam folder
Initial Consumer
Rebuttal /* (3000, 11, 2015/09/18) */
Dear Sir / Madam
On or around August 24th I filed a complaint online on your web site against SugarSync*** *** Dr *** *** San Mateo, CA XXXXX-XXXXAs I haven't heard back regarding the status I am trying to follow up as well as give you some additional informationI didn't receive any case number or reference from Revdex.com
Last week on Aug Thursday the 20th I was able to call SugarSync on a number that is not listed on their web site, billing information or any other SugarSync related web siteThe person *** (no last name given) just told me that it is the company's policy - what exactly the company's policy she did not explainI asked if it was the policy to take people's money by mistake and then their keep itAs I couldn't get an answer I asked for the manager or supervisor of the billing departmentI was told that he (*** ***) was not at the office and I asked for him to call me back*** never answered that he wouldI was very persistent that someone get back to me and that they have my phone number, my email address, my mailing address, my credit card number and my money
Brea being extremely defensive then decided to just hang up the phoneTuesday Sep15th I received an email stating that the "request XXXXXX" had been solved and closedI replied that of course it hasn't
Yesterday I was called up by a Technical Support person by the name of *** ** who me the same as *** didHe said that their financial department said it was so and that they would do nothing furtherAfter some minutes *** ** said that he would also close the case - to which I protested and said it is not solvedPushing for answers and demanding to talk to a supervisor or manager I was brushed off and said there is no supervisor / manager and that he would not give me the contact details of someone in the finance or billing departmentHe promised to forward me the "General" phone number of the corporate office, but would not give me any extension #, contact person or other detailsI am still waiting to receive this General phone number of the corporate office
As you can see I am being stone walled and getting nowhere
I hope you will be able to assist me in this matter and an awaiting to hear back from you
Sincerely
*** ***
Final Business Response /* (4000, 20, 2015/10/27) */
In the interest of clarification, we have again reviewed the evidence that has been available and presented thus far and have, as of yet, been unable to locate any data to rebut our previous findings
Records show that the consumer, *** ***, signed up for a SugarSync free account on October 9, 2009, with annual subscription plan
Activity history for the consumer's account shows that on August 24, 2015, that the account was voluntarily upgraded to a paid account with an annual subscription of $for $Consequently, reasoning would dictate that the online logging party would (or should) have been aware of the selected rate plan
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the subscription plan for which they want and for which they sign up for
Neither the SugarSync sign up process nor the SugarSync customer agreement make any inferences that subscription terms could be switch from annual to monthly or monthly to annual at any time during any current paid service term
Once a SugarSync account's subscription plan has been changed from either monthly to annual or annual to monthly it cannot be changed at any time during the newly selected subscription period and must wait till the end of the service term in order to effect changes on the subscription term
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync fees are non-refundable
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter
If desired the consumer can have his account to set to automatically on August 24, 2016, at the end of the current service term, by contacting the SugarSync Cancellation Department online between the hours of 10am and 2pm PST Monday - FridayThe consumer can obtain additional information regarding cancellation at https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXX

Initial Business Response /* (1000, 7, 2015/10/02) */
Records show that the consumer, *** ***, signed up for a SugarSync account on January 15, 2012, with a gigabyte subscription plan for $per year
Neither the SugarSync sign up process nor the SugarSync customer agreement
make any inferences that services will automatically terminate at the end of any service period nor would that invoices for services be sent
The SugarSync customer agreement (https://www.sugarsync.com/terms.html), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Section "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and accounts subject to subscription fees shall automatically renew for the same subscription period unless the consumer cancels the account by the end of the then-current subscription period and provides no provision for a rate reduction, waiver, or refund if the consumer elects not to use the service during any given time or closes the account prior to the end of the service term
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the policies and procedures as detailed within any customer agreement prior to acknowledging to reading and accepting the terms as a condition of activating servicesIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
The SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, WWE Network and HBO Now, in which services are not automatically terminate at the end of any service period, no advance billing or renewal notices are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or canceled prior to the end of the service term
Customer contact data shows the earliest record of contact with the consumer occurred on September 9, 2015, when the consumer contacted SugarSync customer support via the e-mail reporting to have not used services and declaring that he had thought to have previously canceled servicesA response was sent to the consumer the same day providing instructions on how to properly cancel services via online chat contact
Contact data shows that the consumer had contacted SugarSync customer support via chat on September 9, 2015, requesting to cancel his accountChat data shows that SugarSync agent attempted to assist the consumer with cancelling the account by providing him the online link to complete the cancellation process; however, the consumer did not have the password ** order to continue and the SugarSync chat agent was not capable of obtaining in order to provide to the consumerAs a result, the cancellation process was not completed
The consumer's account had remained active and accrued charges accordingly as data does not indicate the consumer initiating and completing proper cancellation procedures
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures as set forth within the customer agreement if they wish to avoid incurring charges for the next billing cycle
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, billing records show that the consumer has been provided a reimbursement of $99.99, consisting of the last annual fee incurred, through his credit card provider

Initial Business Response /* (1000, 5, 2015/12/31) */
Records show that the consumer, *** ***, signed up for a SugarSync Free account online on May 3, 2012, and activity for the account shows that it was voluntarily upgraded on December 10, 2013, to a SugarSync paid account per the consumer's
request, with annual subscription rate plan
Neither the SugarSync sign up or upgrade process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any trial period or service term nor would that invoices for services be sent
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", with all appropriate verbiage appearing clearly and conspicuously, in offset text in all caps, that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), the consumer acknowledged that the account must be canceled before the end of the trial period in order to avoid incurring subscription fees after the trial period and that by creating a paid account, the consumer agrees that SugarSync may charge the credit card on file for the amounts due for the consumer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminated for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled)
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinRegardless of the consumer's assertion "that most people do not read" the customer agreement, it is still the consumer's responsibility to do so before activating any services and that upon activation of services the consumerA consumer's inattentive viewpoint towards, or Ignorance of, the customer agreements is not an excuse or relief from their responsibility or relief from their legal obligations
The SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, and WWE Network, in which services are not automatically terminate at the end of any trial period nor service term, no advance billing statements are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or closed before the end of the service term
Customer contact data shows no receipt of any cancellation request from the consumer prior to December 21, 2015, when data shows that the consumer had contacted SugarSync support, via online contact, requesting to cancel his accountRecords show that the consumer was provided instructions on how to properly cancel services via online cancellation link and data shows and data shows consumer initiating, following and completing proper cancellation procedures as provided
The consumer's SugarSync account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation requests from the consumer prior to the account's renewal on December 10,
Records for the consumer's account show that at no time in years of active service that any billing statements had ever been sent and that charges for services were incurred at approximately the same time each yearConsequently, reasoning would dictate that the consumer was (or should have been) aware that billing statements are not sent
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; in accordance with the cancellation received on December 21, 2015, a post-dated cancellation date of December 10, 2016, has been applied to the consumer's SugarSync, thereby, allowing the account to automatically close at the end of the current paid service term
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see Sugar Sync shows little concern nor values their customersWhile they say things were clear and concise they run the same Free Trial requires a credit card scam used by many services to start the auto renewal process and then uses the text of service agreements to renew without billing statements or provide any sort of notice that the service is approaching its renewal dateWhile this may be ordinary for them and done by other companies as well there is no excuse for customer considerationAdditionally I recall no notice of a huge % rate increase that I only noticed when this issue aroseWith the availability of free storage through many services and the harried business world my awareness was admittedly lowbut in the spirit of customer relations I felt a refund for the coming year was not too much to ask for especially when I tried to cancel within weeks of the auto renewalI guess the onus is now on me to consider ways to encourage people to use other providers because Sugar Sync hides behind their legalese and some quick research will show how many customers/now former customers were treated similarly when trying to do the same thing I amI would encourage other readers of complaints on Revdex.com and other searchable sites to read about the business practices of Sugar Sync
This line best points out the "if they can do it so can we" customer service of Sugar Sync
he SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, and WWE Network, in which services are not automatically terminate at the end of any trial period nor service term, no advance billing statements are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or closed before the end of the service term
Multiple wrongs do not make a right and a transparent company would notify their customers of upcoming renewal dates with a thank you
Final Business Response /* (4000, 9, 2016/01/19) */
We have again reviewed this matter and our response remains the sameNevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, the consumer has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closedThe transaction reference ID number for the reimbursement is XXXXXXXXXXXXXXXXXX and the reflection of the funds onto the consumer's account is dependent on the credit card providerWe may suggest contacting your credit card provider in this regard
In response to his concerns, we would like to reiterate that the SugarSync customer agreement (https://www.sugarsync.com/terms) makes clear that by creating a paid account, the customer agrees that SugarSync may charge the credit card on file for the amounts due for the customer's initial subscription period as well as for additional subscription periods until the customer's account is canceled or terminatedThe customer agreement further explains that the account must be canceled before the end of the subscription period or else it will be automatically renewed, with the renewal verbiage appearing clearly and conspicuously, in offset text in all caps
Upon account activation, customers are e-mailed welcome letters that provide a summary of account and its service features, as well as links to customer support and the SugarSync customer agreement
A dearth of knowledge or lack of willingness to follow the policies and procedures detailed within the customer agreement (to which the consumer acknowledged to have read and accepted as a condition of activating services) does not excuse the consumer of their responsibilities
That said, in light of our courtesy refund and waiver of the standard no-refund policy, the company considers the matter to have been properly addressed and closed
Final Consumer Response /* (4200, 13, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see Sugar Sync shows little concern nor values their customersWhile they say things were clear and concise they run the same Free Trial requires a credit card scam used by many services to start the auto renewal process and then uses the text of service agreements to renew without billing statements or provide any sort of notice that the service is approaching its renewal dateWhile this may be ordinary for them and done by other companies as well there is no excuse for customer considerationAdditionally I recall no notice of a huge % rate increase that I only noticed when this issue aroseWith the availability of free storage through many services and the harried business world my awareness was admittedly lowbut in the spirit of customer relations I felt a refund for the coming year was not too much to ask for especially when I tried to cancel within weeks of the auto renewalI guess the onus is now on me to consider ways to encourage people to use other providers because Sugar Sync hides behind their legalese and some quick research will show how many customers/now former customers were treated similarly when trying to do the same thing I amI would encourage other readers of complaints on Revdex.com and other searchable sites to read about the business practices of Sugar Sync
This line best points out the "if they can do it so can we" customer service of Sugar Sync
he SugarSync customer agreement for subscriptions are comparable to other online subscription services such as Netflix, Hulu, and WWE Network, in which services are not automatically terminate at the end of any trial period nor service term, no advance billing statements are sent, fees are billed in advance and completely non-refundable and there is no provision for refunds or credits if the service is not utilized during any given period or closed before the end of the service term
Multiple wrongs do not make a right and a transparent company would notify their customers of upcoming renewal dates with a thank you

Initial Business Response /* (1000, 5, 2015/11/18) */
Records show that the SugarSync account in question was voluntarily signed up for online on September 23, 2013, with a trial period that ended on October 24, 2013, when billing for annual subscription fee commencedThe account sign up utilized
the name *** ***, with a registered billing address of ***, (the same mailing address as provided for the consumer in the Revdex.com matter) and a contact e-mail address of ***@sympatico.ca (the same e-mail address as provided for the consumer in the Revdex.com matter)A review of the account shows that this was the only information (name, billing address and e-mail address) ever associated with the SugarSync account for its duration
Sign up for a SugarSync account requires the submission of all credit card information, including credit card number, expiration date, billing address and CVV security code (the 3-digit security code located physically on the card) which must be submitted by the cardholder at the time of activationThe information provided at the time of sign up passed *** SugarSync internal fraud safeguards as well as being verified as valid by the issuing credit card provider before any charges were processed
These factors seem to indicate that the account in question was not in fact set up fraudulently, especially considering the billing address, and e-mail address have been shown to be a valid mailing address and e-mail address for the consumerConsequently, reasoning would dictate that the signing up party was (or should have been) aware of the active service and associated fees
While it is not impossible, it is highly improbable in cases of ordinary fraudulent account set-ups that third party perpetrators would utilize the same personal e-mail address of the victim as any notifications or contact sent to the e-mail address in reference to the fraudulently set up accounts would be received by the victim; therefore alerting them to the activity
Neither the SugarSync sign up process nor the SugarSync customer agreement make any inferences that services will automatically terminate at the end of any service term nor would that invoices or advance notices for renewal of services be sent
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled)
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that SugarSync(r) accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term and that all fees are non-refundable
Moreover, the SugarSync customer agreement provides no provision for a proration, rate reduction, credit, waiver, or refund if the consumer elects not to use the service during any given time or if an account is closed prior to the end of the service term
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
Customer contact data shows the earliest record of contact with the consumer occurred on November 12, 2015, when the consumer contacted SugarSync customer support via telephone requesting to cancel his accountRecords show that the consumer was advised that cancellations can only be performed online via chat from 10am - 2pm PST and provided a link in order to complete
Contact data shows the next record of contact with the consumer occurred on November 13, 2015, when the consumer contacted the SugarSync cancellation support via online chat requesting to cancel his accountRecords show that the consumer was provided the online cancellation link and data shows consumer initiating, following and completing proper cancellation procedures as provided
The consumer's account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing proper cancellation procedures as provided prior to the account's renewal on October 24,
While we understand the consumer's position, onus of responsibility lies with the consumer to be aware of the renewal dates of their account and to contact SugarSync support in a timely manner in order to initiate and complete proper cancellation procedures if they wish to avoid incurring charges for the next billing cycle
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; a post-dated cancellation date has been applied to the consumer's SugarSync, thereby, allowing the account to automatically close at the end of the current paid service term

Initial Business Response /* (1000, 5, 2015/11/11) */
Records show that the consumer, *** ***, signed up for a SugarSync account online on August 6, 2010, with a monthly subscription plan of $for gigabyte
Customer contact data shows no receipt of any cancellation request from
the consumer prior to October 7, 2015, when data shows that the consumer had contacted SugarSync support, via online contact form, requesting to cancel his accountRecords show that an automated response was sent to the consumer advising him to contact the SugarSync cancellation department via chat
Contact data shows the next record of contact occurred, the same day, October 7, 2015, when the consumer contacted SugarSync cancellation department via online chat support, at a time when chat agent were not available; as a result, no chat had occurred
Contact data shows the next record of contact occurred, the same day, October 7, 2015, when data shows that the consumer had contacted SugarSync support, via online contact form, reporting chat no be working and requesting to cancel his accountData shows no further communication was sent in reference to this contact message
Contact data shows the next record of contact occurred October 19, 2015, when data shows that the consumer had contacted SugarSync support, via telephone, regarding the cancellation process and requesting to cancel his accountRecords show that the consumer was provided instructions on how to properly cancel services by contacting the SugarSync cancellation department via chat and advised that agents are available 10AM-2PM Pacific Time, Monday through Friday
Contact data shows the next record of contact occurred on October 19, 2015, when the consumer contacted SugarSync cancellation department, via online chat, requesting to cancel his accountRecords show that the consumer was provided the online cancellation link and data shows consumer initiating, following and completing proper cancellation procedures as provided
The consumer's account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing proper cancellation procedures as provided prior to October 19,
While we understand the consumer's position, onus of responsibility lies with the consumer to initiate and complete proper cancellation procedures as provided
The SugarSync customer agreement (https://www.sugarsync.com/terms), which the consumer accepted as a condition of activation of her SugarSync services, made clear to him when he signed up for the SugarSync account, via Sections "Subscription Period and Subscription Fees" and "Free Trials", that for paid account sign ups (sign ups in which credit card information is voluntarily entered by the consumer), in order to avoid incurring subscription fees for the next billing cycle / term the SugarSync services would need to be either downgraded (to a Free Account ) or canceled before the end of the trial period and that the company will charge the consumer's credit card the current fee for the type of account the consumer has chosen if services were not (downgraded or canceled)
The consumer was further made aware, via Sections "Subscription Period and Subscription Fees" and "Renewals and Cancellations" of the customer agreement, that all fees are non-refundable and that SugarSync(r) accounts subject to subscriptions fees would automatically renew for the same subscription period unless the consumer has either canceled or downgraded the account (to a Free Account) prior to the next service term
The SugarSync sign up process prior to the account activation clearly reads "By continuing you agree to SugarSync's Terms of Service."
As is standard with many online subscription services, SugarSync customer agreements are not physically signed by the consumer, but rather acknowledged upon activation of the serviceIt is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed withinIgnorance of the customer agreement is not an excuse for the absence of the consumer's responsibility or relief from their legal obligations
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, as a courtesy, the consumer will be provided a refund of $9.99, consisting of the last monthly fee incurred

Initial Business Response /* (1000, 5, 2015/06/24) */
In our Terms, which the customer read and agreed to before signing up, it states the following : Subscription Fees...**All payments are non-refundable.** BY CREATING A PAID ACCOUNT OR GROUP ACCOUNT YOU CONSENT TO ALLOW SUGARSYNC TO CHARGE YOUR
CREDIT CARD, EITHER DIRECTLY OR THROUGH ITS PAYMENT PROCESSORS, FOR THE AMOUNTS DUE FOR YOUR INITIAL SUBSCRIPTION PERIOD AND FOR ADDITIONAL SUBSCRIPTION PERIODS UNTIL YOUR ACCOUNT IS CANCELED OR TERMINATED
This is why the account stays open until the next renewal cycle and then will be canceled
http://www.sugarsync.com/terms.html
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
SugarSync's pro forma reply completely ignored the facts of this situation, as set forth in my letter
Namely, it ignores that this is NOT a situation where I am requesting a refund for services rendered, but where they rebilled despite my following their website instructions and placing this request in writing on two occasions to the customer service representative in advance of the rebill dateSpecifically, as SugarSync is aware and as noted in my initial compliant:
I followed website instructions and requested my account not to be rebilled on 6/17/2015, days in advance of the alleged rebill date of 6/21/
SugarSync then waited until the afternoon of 6/21/to send an additional cancellation click-through for me to follow
SugarSync's click-through of 6/21/only cancelled my account on 6/21/
The 6/21/cancellation is a red herring because SugarSync had, in fact, rebilled the account on 6/20/(that is, IN ADVANCE OF the rebill date that they indicated)
After receiving my cancellation request on 6/17/and during the period between 6/17/and 6/21/2015, SugarSync had contacted me by email to request additional, inconvenient steps (not even indicated on the website) to be undertaken to complete cancellationThey claimed that such steps must be done during 10am and 2pm PST by logging onto their website and chatting with customer serviceObviously, this was false, as AFTER I had been rebilled, they then sent a click-through cancellation link (which was only active for the following year)
Final Business Response /* (4000, 9, 2015/06/26) */
We reply to customers within a few hours of tickets being created
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, this is a second form reply (not even counting the form responses received privately from SugarSync prior to communicating with the Revdex.com)
Is SugarSync referring to the canned "we will review your inquiry and be in touch with you shortly" "reply"? Otherwise, no substantive response was received until after a re-bill had occurredIt appears that this is becoming fruitless because SugarSync would rather forward generic, form responses than respond to what specifically occurred in this instance
Comparing my detailed, specific outline of what happened in my situation with SugarSync's canned responses should allow other prospective customers to decide for themselves how to take billing situations into account when considering SugarSync's services
They do provide an interesting and unique product with its ability to selectively syncI switched to another service initially to try it out and for additional integrations, fully willing to switch back to SugarSync if things did not work out
Given how this situation has been handled, I do not believe I would again pay for their services, and I would encourage prospective customers to more fully investigate how SugarSync conducts business prior to purchasing (or providing payment information)