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Business Profile

Data Storage

IDrive Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Data Storage.

Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/09/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was charged for automatic renewal of a subscription. When I went to the company website tp check my status I was unable to login to my account following several attempts. I did not receive the email from the company for changing my login password.

    Business Response

    Date: 07/17/2023

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

  • Initial Complaint

    Date:05/15/2023

    Type:Customer Service Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I'm been having issues with my Idrive sync account for nearly a week now, and they never do anything to help me one support, they just say "We'll send your logs to our back end team". Which you can't talk to. I use the Idrive sync account and backup for my business and with it not working, I cannot work optimally between computers. I've had issue with the account not syncing properly for over a year now. It will work for a few month, then there will be a few days it doesn't work. Files with mysteriously disappear. Did I say customer service was less than a joke when it comes to actually helping? They just tell you to wait, and then no one ever contacts you. I just want it to be known how these people do business. Also the majority of their support, or a least high level support, you can actually talk to is not even in my country and they don't speak very good English. I very displeased with this company and would not recommend them to anyone.

    Business Response

    Date: 07/17/2023

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

  • Initial Complaint

    Date:05/02/2023

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,I had purchased a storage plan with iDrive via a student discount and tried the service. I found it was inferior to other options with fewer capabilities and lackluster support.I submitted a request to cancel my account and refund my $40 subscription. The company stated there was a 15 day deadline to be able to obtain a refund. This policy is asinine, I've never heard of an agreement with under 30 days grace ****** for trying a service.iDrive should at least return $20 of my payment, as I did not use their service nor benefited from it at all. This is blatant exploitation.Many thanks,*********************

    Customer Answer

    Date: 05/03/2023

    Hi,

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

    Thanks again - ******

    Business Response

    Date: 09/07/2023


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

     

    Regards,

    *****

    Support Manager 

    Customer Answer

    Date: 09/08/2023

     
    Better Business Bureau:

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

    Sincerely,

    *********************

  • Initial Complaint

    Date:03/22/2023

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Cancelled my subscription, on March 7, 2023, as I was not notified regarding the pending renewal and did not wish to continue their services. As to this date, I have not received a refund of $79.50 after sending multiple emails requesting the refund. Account number is **********.

    Business Response

    Date: 09/07/2023

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

     

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

  • Initial Complaint

    Date:10/15/2022

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I terminated my Idrive account in the past. However, I was informed that my Idrive has been compromised. It turned out that people can enter my Idrive account if they know my user name and my password. In addition, they can also obtain my personal information like my email address, my name, phone number and my address, because Idrive failed to delete those info from my account. I asked Laxmon to completely remove my account so no one can either enter my account or see my info. However, he refused to do so and kept claiming that my account has been deleted, when I am still able to log in and see. I am not even able to delete my personal info and they are causing critical security breach. Please have them completely delete my account.

    Business Response

    Date: 12/06/2022

    Business Response /* (1000, 5, 2022/10/18) */
    Thanks for contacting IDrive,

    My name is *** I am the Support Manager at IDrive.

    Based on the ticket there appears to be a miscommunication.

    "Data" Refers to data stored on your account based on what has been uploaded by the user to be restored. This data is deleted as soon as immediately after cancellation, or within 10 days of cancellation per our terms of service.

    The profile information is "Metadata" this is your username, card information, address, phone number and alike. Metadata is kept to allow customers the option to reactivate their accounts in the future, and cannot be deleted by the user.

    Once an account is cancelled, a user can request their metadata to be deleted, we just require ownership verification to do so.

    If you can review the ticket you were corresponding with our agent through and provide the information they requested we can complete your request, and permanently delete the stored metadata.

    Alternatively you can also provide via the ticket the following to complete the request.

    - Confirm the username of the account:
    - Last 4 digits of the card on file for your account:
    - The billing address or expiration date of the card on file:

    We appreciate the opportunity to clear up this issue, and resolve your concerns.


    Consumer Response /* (3000, 7, 2022/10/21) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I am a programmer so I know that it does not matter whether it is data or metadata. They are just trying to confuse this matter by using programming terms that others do not understand yet do not resolve simple issue: They let my id and password to be breached, Anyone can log into my account and they still do not remove my personal info, including my password, name, address and credit card number etc. (please see attached.) It was not necessary for me to provide additional info when I contacted them from my email address on file but I still provided what they requested by email but they still did not resolve it.


    Business Response /* (4000, 9, 2022/10/31) */
    Thanks for your reply,

    Your request for meta-data erasure has already been completed and you were informed of this result via ticket earlier last week.

    We would like to reaffirm that there have been no security lapses. We have an obligation to our users, and it is company policy to verify accounts before taking an action.

    As your request has been fulfilled, no further action is required on your part. If you have any questions please reply to the ticket you were corresponding with our agent through.

    Regards,


    Consumer Response /* (4200, 11, 2022/11/07) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    I appreciate *** for helping me on this matter. Please close this case now because they finally resolved it. However, their claim is not true. There was a security breach for sure. It is absurd that they plainly deny when there are proofs.

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