SugarSync, Inc

Initial Business Response /* (1000, 5, 2015/06/19) */
The customer needs to go into his deleted files folder and restore the folders one at a timeWe do not have any way to restore all files/folders at this timeI will have another agent reply to him
Initial Consumer Rebuttal /* (3000, 7,
2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not explain either why the files effectively 'vanished' (I did not delete them!)or why it took so long before I received any meaningful response from the company
There are over 7,files and folders in the deleted items folder to which the response refers and many of them carry names that I do not recogniseSo far as those that I do recognise are concerned, I know not which computer they may have originated from and, even if I did, the task of specifying to where each of the files and folders should be restored is a mammoth and extremely time consuming one
If the company is correct when it says that it cannot restore files from its server (and absent any evidence for that contention at this time)then it raises the question why the restore process is so user unfriendly
Final Business Response /* (4000, 9, 2015/06/23) */
Thank you for your feedback I will pass ** on to our product team
Final Consumer Response /* (4200, 13, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is dismissive and does nothing whatsoever to address either the underlying cause of the issue or a solution
I have already taken my business elsewhere!

Initial Business Response /* (1000, 10, 2015/10/13) */
We sincerely apologize for the delayed response and any inconvenience it may have causedWe appreciate the Revdex.com and consumer's patience
Records show that the consumer, *** ***, signed up for a SugarSync account on August 4,
2014, with a gigabyte subscription plan for $per year
Customer contact data shows no receipt of any cancellation request from the consumer prior to September 10,
Contact data shows the earliest record contact from the consumer regarding cancellation had occurred on September 10, 2015, when the consumer contacted SugarSync customer support via SugarSync's online contact form, which generates an e-mail notice that is sent to SugarSync support follow up, requesting to cancel her accountA response was e-mailed to the consumer providing instructions on how to properly cancel services via online cancellation link
Data shows no record of the consumer initiating, following and completing proper cancellation procedures as provided; as such the consumer's account had remained active and accrued charges accordingly
The SugarSync customer agreement (https://www.sugarsync.com/terms.html), 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 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
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 her credit card provider

SugarSync provides an easy-to-use online chat option for account cancellations; data shows that there have been no reported issues that would have the customer’s ability to reach a chat representative and other SugarSync have been able to successfully use the online chat cancellation during the
same time
Customer contact data shows that MsThurmer had contacted SugarSync support, via e-mail, on February 20, 2018, reporting to be experiencing difficulty utilizing the chat option for account cancellations and requesting the account be closed. As a courtesy, SugarSync support accepted MsThurmer’s e-mail request and the account was closed as requested, billing cease immediately, and an e-mail response, containing the cancellation number ***, was sent to her the same day
Although a refund was found not to be applicable in this matter due to the accepted SugarSync customer agreement, data shows that the SugarSync support representative assisting with the account closure, as a courtesy, had submitted a refund request on MsThurmer’s behalf for $18.95, consisting of the last monthly service fee incurred, and billing records show that the refund of $was processed to the affected credit card on February 21, 2018, and that MsThurmer was notified of the same via e-mail. The transaction referenced ID number for the reimbursement was *** and the reflection of the funds onto the MsThurmer account is dependent on the credit card provider. We may suggest that MsThurmer follow up with her credit card provider in this regard

Records show that the consumer, *** ***, signed up for a SugarSync account online on August 4, ***, with an annual subscription rate plan of $*** that included GB storage, a trial period that ended on September 3, ***, when billing for the annual subscription fees commenced with a
special one-time 75% discounted introductory annual price of $*** for the consumer’s first year of service
In ***, as a courtesy to and in appreciate of the customers, SugarSync (at no charge to the consumers) increased the GB storage capacity on all SugarSync accounts to at least double (and in some case more than double) the GB storage capacity of the accounts at the time of sign up. As a result, the GB storage capacity for the consumer’s SugarSync account was increased from the initial GB at sign up to GB with billing remaining on the same $*** annual subscription rate that the consumer had initially signed up for. Subsequently, no increase to the consumer’s subscription rate plan was performed by the company as asserted by the consumer
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 “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
The consumer was further made aware, via Section “Subscription Period and Subscription Fees”, that fees are non-refundable; explaining 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
Moreover, the SugarSync customer agreement makes no provision for a proration, rate reduction, waiver, credit 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 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
All SugarSync accounts include a free online support customer care plan which provides consumers the ability to submit online requests for help to the SugarSync support team via an online cloud-based support platform (that provides for quicker and easier interaction between the company and consumers) which consumers can access through their online account login page by clicking “? Help” from the available dropdown menu located under the consumer’s name and then clicking on the “Submit a request” link on the following ppage to be taken to the online form for fill out and submission. SugarSync also provides live customer care phone support subscription plans for $*** annually which can only be activated via the consumer's online SugarSync account interface. Data for the consumer’s account indicates that live customer care phone support was not enabled for the account and that only the free online support customer care plan was enabled
Customer contact data shows no receipt of any cancellation request (or contact) from the consumer prior to September 13, ***, when data shows that the consumer had contacted SugarSync support via online contact requesting to cancel his account. Records show that the consumer was provided instructions on how to properly cancel services via online cancellation link which data show that the consumer followed and completed with the account being scheduled to auto-close on September 3, ***, at the end of the current paid service term
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 prior to the end current billing cycle to cancel services if they wish to avoid incurring charges for the following billing cycle
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 his cancellation request came after the account’s renewal date of September 3, ***; thus, the consumer's account had remained active and accrued charges accordingly
Pursuant to the agreed and accepted binding customer contract a refund was found not to be applicable in this matter; nevertheless, as a courtesy, and in the interest of a mutually satisfactory resolution, the consumer was to be issued a refund of $***, consisting of the last annual fee incurred; however, during the refund process, it was found that billing records for the consumer’s SugarSync account showed that on September 14, ***, the SugarSync billing department had received a fee dispute reversal of $*** from the consumer’s financial institution; instituted at the request of the consumer for the SugarSync annual charge processed on September 13, ***. While the company wished that the situation had been handled differently, the company did not dispute the consumer’s financial institution’s fee reversal for the $*** and allowed the funds to be returned to the affected accountThe transaction reference ID number for the reimbursement is ***
We apologize for the consumer’s less than satisfactory experience as well any inconvenience that may have been encountered and thank the consumer his consumer’s patience and understanding

Initial Business Response /* (1000, 5, 2015/08/26) */
As our ToS state, we do not issue refunds, Your account can be canceled at any timeOnce we bill an account, it is good for the next subscription lengthPlease cancel your account before that time lapses to prevent automatic
renewal
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
REPONSE IT TYPICAL OF THE CUSTOMER SERVICE AND PREDATORY PRACTICES OF THIS COMPANYIT IS CALLED STONEWALLING AND OBVIOUSLY REPRESENTS THEIR BUSINESS MODEL
Response does not address my charge that SugarSync purposely uses predatory and deceptive practices that are unethical and immoral
SugarSync does not inform customer before automatic renewal date to allow customer to decide to renewThis is the opposite of transparent and customer oriented service
The cancellation process is purposely made difficult to the point of nearly impossible for an internet savvy personOnce a customer has the persistence to discover how to cancel it can be only done in a restricted window of time M-F (PCT)Bizarrely, it is still done by clicking on a webpageWhy, tell me, can't that be done 24/This is the opposite of transparent and customer service oriented service
BUYER BEWARE OF THE UNETHICAL, PURPOSELY DECEPTIVE, PREDATORY PRACTICES OF SUGARSYNC AS A CLOUD BASED SYNCING SERVICEI ADVISE USING ANY OF THEIR COMPETITORS;
DROPBOX (a transparent, customer service oriented company)
MICROSOFT ONEDRIVE (who would have thought that Microsoft would become customer centered and give up its heavy handed predatory practices)
OR THE MANY OTHERS
SHAME ON YOU SUGARSYNC, you were supposed to "do no evil" not adopt the business practices of bullies
Final Business Response /* (4000, 9, 2015/09/01) */
We have again reviewed the evidence that has been presented thus far and have, as of yet, been unable to locate any data to rebut our previous finding
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 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
The consumer was further made aware, via Section "Subscription Period and Subscription Fees" of the customer agreement, that all fees are non-refundable
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
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
The consumer's account had remained active and accrued charges accordingly as data does not indicate the consumer initiating, following and completing proper cancel procedures as provided
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; however, a courtesy a post-dated cancellation date of August 20, 2016, has been applied to the consumer's account; thereby, allowing the account to automatically close at the end of the current paid subscription term
We apologize if the consumer's experience was less than satisfactory and thank him for his patience and understanding as well as for taking the time to report his experience, so that we can investigate these matters and seek improvement
Final Consumer Response /* (4200, 13, 2015/09/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Does not address fact that company uses deceptive practices to make cancellation very difficultPractices are not transparentCompany's position is ingenuous, cynical and that of a service that seems to believe it can only survive by such practices and not on the true merit of its serviceMn only consolation will be its demise by following such immoral and unethical practicesRevdex.com rating of this company should be less than BToo bad most people, including myself, do not use Revdex.com as an information service before purchasing most products

Records show that the consumer, *** ***, signed up for a SugarSync account online on June 18, ***, with a trail period that ended on July 18, ***, when billing for annual service fees commenced
Customer contact data shows that the consumer had contacted SugarSync customer support via e-mail on December 2, ***, reporting to be experiencing difficulty with uploading and downloading data. A response from SugarSync customer support was e-mailed to the consumer the next day (December 3, ***) requesting the consumer to provide additional information. A reply was received from the consumer three days later on December 6, ***, that included no additional information as requested by SugarSync customer support, requesting to cancel the account. A response from SugarSync customer support was e-mailed to the consumer the next day (December 7, ***) providing him instructions on how to properly cancel services via online cancellation link. Data shows no further communication was received or sent with reference to this e-mail message and records do not show consumer initiating, following and completing proper cancellation procedures as provided via e-mail on December 7, ***.The consumer’s SugarSync account had remained active and accrued charges accordingly as data does not indicate the consumer submitting any cancellation requests through the proper channels as provided prior to the account’s renewal on July 18, ***
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, via Section “Subscription Period and Subscription Fees” that all payments are non-refundable; explaining 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 terminated. The 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
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
While we understand the consumer’s position, onus of responsibility lies with the consumer to follow proper procedures and channels for account cancellation as provided
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter; nevertheless, as a courtesy, and in the interest of a mutually satisfactory resolution, a prorated refund of the $$*** annual service fee was to be issued to the consumer, however, billing records show that a charge reversal of $***, consisting of annual service fee, had been received from the consumer’s credit card provider on July 28, ***. While the company had hoped to handle the situation differently, jhas ceded to the fee reversal to allow the $*** funds to be returned to the consumer’s credit account.
We apologize for the consumer’s less than satisfactory experience and any inconvenience encountered and appreciate his patience and understandingTell us why here

Initial Business Response /* (1000, 5, 2015/06/25) */
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 Consumer Rebuttal /* (3000, 7, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint is not that I cannot find instructions on how to cancelThe issue is that after calling times, waiting on hold each time, then getting disconnected due to high call volume, I have been unable to reach them to cancel the subscriptionThat is unacceptable
Final Business Response /* (4000, 9, 2015/06/29) */
Please read the instructions on how to cancelIt is Chat based cancel during the hours and you can wait for an agent to assist you
Final Consumer Response /* (4200, 13, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I stopped payment through my credit card, so SugarSync removed access to the chat system because payment is delinquentRidiculous

Records show that Bong Chan had signed up for a SugarSync account on September 3, 2013.
 
Neither the SugarSync sign up or account activation 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 renewal notices for services be sent. 
 
The SugarSync customer agreement [redacted], which Mr. Chan accepted as a condition of activation of his SugarSync services, made clear to him when he signed up for the SugarSync account, via Section “Subscription Period and Subscription Fees” that by creating a paid account the customer consents to allow SugarSync to charge the customer’s credit card, either directly or through its payment processors, for the amounts due for the customer’s initial subscription and for additional subscription periods until the customer’s account has been canceled and expressing that payments are non-refundable; with all appropriate verbiage concerning renewal appearing clearly and conspicuously, in offset text; expressing that payments are non-refundable.
 
As is standard with many online subscriptions SugarSync customer agreements are not physically signed by the customer, but rather acknowledged upon activation of the service.  The SugarSync activation process is configured to automatically prevent account activations that do not have the contract acknowledgement checkbox field checked.  It is the customer'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 customer's responsibility or relief from their legal obligations.
 
Customer contact data shows no receipt of any cancellation request from Mr. Chan prior to January 11, 2018, when data shows that Mr. Chan had contacted SugarSync support requesting to cancel her account.  The account was closed as requested, billing ceased, and an e-mail confirmation was sent to him the same day.
 
Mr. Chan’s SugarSync account had remained active and accrued charges accordingly as records do not indicate the receipt of any cancellation request from him prior to his account’s renewal date on December 13, 2017.
 
Records for Mr. Chan's account show that at no time in the 4 years of active service that any billing statements had ever been sent and that charges for annual services were incurred at approximately the same time each year.  Consequently, reasoning would dictate that Mr. Chan was (or should have been) aware that billing statements are not sent.
 
While we understand Mr. Chan’s position, onus of responsibility lies with the customer to be aware of the services for which they have voluntarily signed up for or activated, as well as to be aware of the renewal dates for their account and to contact SugarSync support in a timely manner if they wish to discontinue services prior to the end of the current service term in order 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; nevertheless, as a courtesy and in the interest of a mutually satisfactory and speedy resolution, Mr. Chan has been provided a refund of $74.990, consisting of one annual service fee. The transaction ID number for the reimbursement is[redacted] and the reflection of the funds onto Mr. Dixon's account is dependent on the credit card provider.  We may suggest that Mr. Chan follow up with his credit card provider in this regard.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Sincerely, [redacted] Chan

Initial Business Response /* (1000, 5, 2015/06/22) */
Chat is open from 10am - 2PM PST Monday - Friday
Please make sure you are logged into the portal before trying to chat, otherwise it will not work.
Initial Consumer Rebuttal /* (2000, 7, 2015/06/23) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
I am accepting the response only because I was finally able to get an agent in the chat window. I got my email confirmation that the account was closed so I am satisfied.

We have again reviewed this matter and our response remains the same. As previously explained, as a courtesy and in the interest of a mutually satisfactory resolution, the desired balance of $[redacted], for the last annual fee, was refunded to the consumer in response to the fee dispute reversal received from the consumer’s credit card provider. In response to the consumer’s concerns, the company has included the following details from the Payment Details Receipt provided in settlement to the consumer’s credit card provider’s fee dispute reversal case number [redacted], confirming that funds were refunded. We again suggest that the consumer follow up with her credit card provider in this regard. SugarSync: [redacted] ([redacted]) Vantiv Payment ID: [redacted] Merchant Order Number: [redacted] Billing Descriptor: SUGARSYNC Customer ID: Not Available Transaction Type: Refund Purchase Amount: $[redacted] Purchase Date: [redacted] CC Last Four: [redacted] 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 policies and procedures to which the consumer had accepted and agreed and considers it closed.

hi there,
 
I finally got in touch with sugarsync and I would like to cancel my complain about them.
 
they agree to cancel my account without any problem.
 
thank you,
 
Your complaint has been received and routed to the following Revdex.com: 
 
Revdex.com serving...

the San Francisco Bay Area and Northern Coastal California[redacted] Email: [redacted] Web:[redacted]
Your complaint was routed to the above Revdex.com because all the complaints on the specific business you complained about are processed by the above Revdex.com. 
 
Please contact the above Revdex.com directly if you have any questions about your complaint. 
 
Thank you.
 
Jean-[redacted]
[redacted]

Initial Business Response /* (1000, 5, 2015/06/25) */
Sorry you had trouble
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, 2015/06/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not an issue of the ToS. This is an issue of a failure on the company's part to enable its customer to cancel the service. That is what is at issue here.
Sugarsync provided a single way to cancel but did not answer their phone for weeks. That's not right. How could I have cancelled the account and stayed within their ToS if they don't provide a means to cancel within their ToS?
I do not accept this response.
Final Business Response /* (4000, 9, 2015/06/29) */
We have chat agents and phone agents available to handle cancellation requests.
Final Consumer Response /* (4200, 13, 2015/06/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The chat agents were unresponsive and no one answered the phone. A search of the Internet shows multiple complaints of this nature as well as Twitter shows that this is not a isolated incident. I believe this is intentional on the business's part as they show clear negligence and extremely poor customer service.

Initial Business Response /* (1000, 5, 2015/08/25) */
As stated by customer service we do not issue refunds.
Thanks.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I recognize the stated policy. My issue...

is with the implementation of that policy. Specifically, Sugarsync makes it unduly difficult for subscribers to unsubscribe.
1. They do not send alerts to subscribers announcing the upcoming renewal.
2. There is no direct way to unsubscribe on the account page.
3. The webpage that comes up when seeking how to unsubscribe in the support area takes the user to a page (https://support.sugarsync.com/hc/en-us/articles/XXXXXXXXXCanceling-a-Paid-Accou...⇄ which says you must chat with Sugarsync online to unsubscribe. Those chats must be done within a 4-hour window during business days.
4. When trying that chat, getting through is a real problem. Trying repeatedly on several days produced nothing by "try again later" messages.
5. When you get through, you cannot actually unsubscribe, but instead is pointed to another page which let's the person unsubscribe.
6. It is only that page (https://www.sugarsync.com/account/cancel) on which a person can cancel the account. Please note that Sugarsync does not let that page get indexed by search engines like Google (try googling 'sugarsync account cancel') and you'll see the page does not come up.
By the time I was able to get to a person on chat, the account was renewed, and as they state in their terms, by then it is too late.
My complaint is that Sugarsync is purposely making it difficult for subscribers to cancel, through a failure to communicate (points 1 & 2 & 5), and adding unecessary steps (point 3 & 4). This process is itself unfair, and to then say that the terms don't permit a refund is unfair, given this collection of steps instituted by Sugarsync to make cancelling difficult.

Initial Business Response /* (1000, 5, 2015/12/03) */
Records show that the consumer, [redacted], signed up for a SugarSync Free account online on December 12, 2012, and activity for the account shows that it was upgraded on September 10, 2013, to a SugarSync paid account per the consumer's...

request, with annual subscription plan of $74.99 for 60 gigabyte and a 30 day trial period that ended on October 10, 2013, when billing for annual subscription fees commenced.
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 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 service. It is the consumer's responsibility to read and understand the customer agreement and policies and procedures as detailed within. Ignorance 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, 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 November 19, 2015; when data shows that the consumer had contacted SugarSync support, via telephone, requesting to cancel his account. Records show that the consumer was provided, via e-mail, 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 on November 20, 2015.
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 October 11, 2015.
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 November 20, 2015, 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 Consumer Rebuttal /* (3000, 7, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Sugarsync is quick to cite contract law in its defense.
However, Sugarsync is silent regarding its obligations under California Consumer Protection Laws aimed at assuring fair dealings between businesses and consumers in the California marketplace.
For example, Sugarsync is bound by California Automatic Renewal Law, California Business and Professions Code §XXXXX. The Automatic Renewal Law applies to consumer contracts that include an automatic renewal feature and for which the consumer authorizes a recurring automatic charge to the consumer's credit card or bank account for the purchase of services, memberships, subscriptions or other products.
The law creates a higher legal standard that the automatic renewal terms and cancellation rights be disclosed in a more conspicuous manner than the rest of the contract. The law applies to contracts entered into by any consumer in California regardless of the location of the company. Non-compliance may result in restitution of all the renewal revenues collected from California customers.
The remedy for violation of the law may include restitution to the consumer of 100 percent of gross revenues received pursuant to a non-compliant automatic renewal, whether or not the consumer actually wanted and used the service, and even if the consumer was not actually deceived and otherwise lacks damages.
The Automatic Renewal Law requirements are different and require more conspicuous disclosure than traditional state and federal unfair competition and false advertising statutes. In addition to "clear and conspicuous" requirements, the law requires that a company must provide a consumer with a written acknowledgement, in a manner that is capable of being retained by the consumer.
The acknowledgment must include the following: the automatic renewal offer terms, a description of the cancellation policy, information on how to cancel and, if the offer includes a free trial, the fact that the consumer may cancel before being charged. If there is a material change to the terms of the automatic renewal offer, the company must provide the consumer with "clear and conspicuous" notice of the change and information about how to cancel prior to implementation of the change in a manner that is capable of being retained by the consumer.
Finally, companies must provide an easy-to-use mechanism for cancelling the offer, such as a toll-free number, email address, or a postal address (if the consumer is directly billed).
Section 17601(c) defines "clear and conspicuous" as "in larger type than the surrounding text, or in contrasting type, font, or color to the surrounding text of the same size, or set off from the surrounding text of the same size by symbols or other marks, in a manner that clearly calls attention to the language." The "clear and conspicuous" requirement is repeated in section XXXXX, which also requires:
(a)(1) disclosure of the automatic renewal offer terms or continuous service offer terms in a clear and conspicuous manner before the subscription or purchasing agreement is fulfilled and in visual proximity, or in the case of an offer conveyed by voice, in temporal proximity, to the request for consent to the offer
(a)(2) obtaining the consumer's affirmative consent to the agreement containing the automatic renewal offer terms or continuous service offer terms and
(a)(3) an acknowledgement that includes the automatic renewal or continuous service offer terms, cancellation policy, and information regarding how to cancel in a manner that is capable of being retained by the consumer. If the offer contains a free trial, the business shall also disclose in the acknowledgement how to cancel and allow the consumer to cancel before the consumer pays for the goods or services.
Section17602(b) also states that a "business making automatic renewal or continuous service offers shall provide a toll-free telephone number, electronic mail address, a postal address only when the seller directly bills the consumer, or another cost-effective, timely, and easy-to-use mechanism for cancellation that shall be described in the acknowledgment specified in paragraph (3) of subdivision (a)."
As the statements in this complaint and business response indicate, Sugarsync's business practices appear unfair to laypersons and to the law alike.
Final Business Response /* (4000, 9, 2015/12/16) */
We have again reviewed this matter and our response remains the same. Nevertheless, as a courtesy and in the interest of a mutually satisfactory resolution, Mr. [redacted] has been provided a refund of $74.99, consisting of the last annual service fee incurred, and the account has been closed.
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 terminated. The 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. Moreover, SugarSync provides an easy-to-use online chat option for account cancellations. Mr. [redacted] was able to use this feature without issue, save for the fact that his cancellation request came after the account's renewal date of October 11, 2015.
That said, in light of our courtesy refund and waiver of the standard cancellation procedures, we consider the matter closed. We thank Mr. [redacted] for his patience and understanding, as well as for taking the time to report his experience so that we can investigate these matters and seek improvement.

Initial Business Response /* (1000, 5, 2015/06/19) */
We have no user in our system with an email address of [redacted]@yahoo.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You charged the Credit Card, it...

seems that you deleted this profile. Please call XXX-XXX-XXXX to discuss.
Final Business Response /* (4000, 9, 2015/06/23) */
That is not correct. It means you did not use that email address to sign up for your account.

Records show that [redacted] signed up for a free SugarSync account online on [redacted], and activity for the account shows that it was upgraded to a paid account on [redacted].
 
Neither the SugarSync sign up process nor the SugarSync customer agreement make any...

guarantees of the availability of the services.
 
The SugarSync customer agreement (https://www.sugarsync.com/en/terms), which [redacted] accepted as a condition of activation of his SugarSync services, made blatantly clear to him when he signed up for the SugarSync account, via Section 12 (Service Limitations) that the company would use reasonable efforts to make the service available 7 days a week 24 hours a day; however, that the company does not guarantee availability of the services and is under no obligation to provide the customer with maintenance, technical support or updates for the software or services.
 
The SugarSync customer agreement further made clear to [redacted], via Section 13 (Terms and Termination) that the customer’s rights to use the services and software would be effective through the end of applicable subscription period unless earlier terminated and that the terms would be terminate immediately without notice to the customer upon the inability of the company to charge the credit card provided by the customer.
 
The SugarSync customer agreement also made clear to [redacted], via 3 (Subscription Fee), that all payments are non-refundable.
 
Billing records for [redacted] SugarSync account show that payment was not received for the annual service fee due on [redacted], and as a result [redacted] SugarSync account was closed due to non-payment on [redacted].
 
Upon the closure of any SugarSync account, for security and privacy of the customer’s information, all data is immediately purged and deleted from the SugarSync network and is no longer retrievable.
 
Pursuant to the agreed, accepted and legally binding contract, a refund was found not to be applicable in this matter. 
We apologize for [redacted] less than satisfactory experience and inconvenience these issues may have caused and thank him for his patience and understanding.Tell us why here...

Initial Business Response /* (1000, 15, 2015/10/08) */
We sincerely apologize for the delayed response and any inconvenience it may have caused. We appreciate the Revdex.com and consumer's patience.
Records show that the consumer, [redacted], signed up for a SugarSync account on August 5, 2014, with a...

250 gigabyte subscription plan for $99.99 per year.
Customer contact data shows no receipt of any cancellation request from the consumer prior to September 8, 2105.
Customer contact data shows the consumer had contacted SugarSync support in December 2014, seeking technical assistance. Contact data shows that no request to cancel the account was made at the time.
Contact data shows the next record contact had occurred on September 8, 2015, when the consumer contacted SugarSync customer support via online chat requesting to cancel his account at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available.
Contact data shows the next record contact had occurred on September 9, 2015, when the consumer again contacted SugarSync customer support via online chat at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available.
Contact data shows the next record contact had occurred on September 9, 2015, when the consumer again contacted SugarSync customer support via online chat at a time when chat agents were not available; as a result no chat had occurred and a support ticket was created for follow up once agents became available.
Contact data shows that no communication was sent in response to either of the consumer's support tickets as data for the consumer's account denoted that the account was disabled on September 10, 2015, as a result of a fee reversal.
The consumer's account had remained active and accrued charges accordingly as data does not indicate the receipt of any cancellation request from the consumer prior to September 9, 2015.
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 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.
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, 2015/12/23) */
Records show that the consumer, [redacted] signed up for a SugarSync online on November 12, 2012, with a trail period that ended on December 12, 2012, when billing for annual service fee commenced.
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.
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" 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.
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.
Customer contact data shows that the consumer contacted SugarSync Support on December 12, 2015, requesting to cancel the account and records 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 occurred on December 14, 2015, when the consumer contacted the SugarSync cancellation support via online chat requesting to cancel her account and records 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 SugarSync account had remained active and accrued charges accordingly as data does not indicate the consumer initiating and completing proper cancellation procedures as provided prior to the account's renewal on December 12, 2015.
Billing records shows that no charges were incurred until December 12, 2015, and as such the consumer was provided the appropriate 30-day free trial as posted.
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, data shows that as a courtesy, the SugarSync representative assisting with the closure of the account had submitted a refund request of $49.99 (consisting of the last annual service fee incurred) on the consumer's behalf; billing records show that the refund was completed as of December 16, 2015, and contact data shows that the consumer was informed of the same via e-mail the same day. The Transaction Reference ID for the reimbursement is XXXXXXXXXXXXXXXXXX and the reflection of the funds onto the consumer's account is dependent on the credit card provider. We may suggest contacting your credit card provider in this regard.
Initial Consumer Rebuttal /* (3000, 7, 2015/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I didnt sign up in 2012 and their record of the events is not accurate. They forget to mention that when I finally got to chat with someone they allowed me to cancel for the next year but not for current year. And when I was signed up as a free trial it never stated it was for a year nor the price. After all my threats and complaints they finally reach out to me after my chat to say they will process my refund and appoligizes. I had already contacted amex to get a refund and when I explained to amex the way they only accept cancelations 4 hours a day 5 days a week through chat they laughed at the company and issued me a credit on my credit card with no question. Getting a credit from amex was easier than dealing with this company.
Final Business Response /* (4000, 9, 2016/01/05) */
We have again reviewed this matter and our response remains the same. As explained, as a courtesy and in the interest of a mutually satisfactory resolution, the consumer was provided a refund of $49.99, consisting of the last annual service fee incurred, and the account has been closed.
Another review of the billing data shows no record of any dispute by credit card provider and a refund of $49.99 was voluntarily provided by j2 on December 15, 2015.
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 terminated. The 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. Moreover, SugarSync provides an easy-to-use online chat option for account cancellations. The consumer was able to use this feature without issue, save for the fact that her cancellation request came after the account's renewal date of December 12, 2015.
At this time, we believe that this matter has been properly addressed in accordance with the policies to which the consumer had accepted and agreed. We thank the consumer for her patience and understanding.

Initial Business Response /* (1000, 5, 2015/07/30) */
Customers account was renewed on 7/23/2015 @ 12:05am PST. Customer attempted to downgrade his account on 07/23/2015 08:20:26 PDT
Since this is AFTER her renewal period of time, it is considered a deferred downgrade which will happen on her...

next renewal date, 07/23/2016.
Please read the Terms of Service that you agreed to reading and following: www.sugarsync.com/terms
Initial Consumer Rebuttal /* (3000, 7, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is incorrect information.
I was charged only on July 24, and my downgrade request was made on July 23.
Before filling my credit card info, I could not downgrade my plan, it's not allowed. Immediately after I filled my credit card info I immediately tried to downgrade plan, but was not allowed, even though the bill was made only on the next day.
Final Business Response /* (4000, 9, 2015/08/03) */
Customers account was renewed on 7/23/2015 @ 12:05am PST. Customer attempted to downgrade his account on 07/23/2015 08:20:26 PDT
The charge might have posted to his account on 7/24 but it was on 7/23 that his account was up for renewal. That is why it is a deferred downgrade. Thanks.
Final Consumer Response /* (4200, 13, 2015/08/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It's a shame the way you try to trick your customers.
Didn't expect that from an American company.
I could cancel my plan (and not pay nothing at all), but I was not able to reduce my plan. And didn't receive any notification about the renewal allowing me to reduce my plan.
It's a shame the way you try to trick your customers.
I've requested help from my credit card company, because I consider it to be a fraud.