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Business Profile

Computer Disaster Recovery

Egnyte Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Disaster Recovery.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 2 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:03/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 reached out to cancel my account on 3/6/25 2 days prior to the renewal date (3/8/25).- I received an email from Egnyte notifying me that someone would reach out to me within one business day (i.e. 3/7/25) to help process this request. Egnyte never contaced me on 3/7/25.- On 3/8/25 Egnyte charged me an additional year (through 3/8/26) for their service ($299.06).- I reached out to Egnyte on 3/8/25 and 3/11/25 letting them know that the account was cancelled (since 3/6/25) and to proceed with a refund.- On 3/11/25, Egnyte contacted me via email indicating that: "Per our ******************* we do require 30 days prior notice of any plan downsize or cancellation prior to the renewal date, otherwise the account renews as-is for a subsequent annual term. As your annual renewal was on 03/08/2025 and you did not cancel until 03/06/2025, our Finance team unfortunately will not be able to approve any refunds for your 2025 renewal."- The same day, a communication from Egnyte dated 3/7 appeared in the communications between myself and Egnyte (I never saw this message and I don't think I received it prior to 3/11).- On 3/11/25 I replied to egnyte, indicating that I felt that a full year charge was unreasonable. Perhaps 1 month charge if they needed to do anything (I had already removed all the files on 3/6/25).- On 3/13/25 egnyte replied that they had sent one (1) email "on 12/03/2024 to all active admins on the account, notifying them that we require 30 days' notice for cancellation." This is true. I found that email but I received several "spam" emails from egnyte every week notifying me of minor changes in the folders. I didn't see it.- On 3/13/25 I requested to egnyte to close my account and delete all my data including credit card. - On 3/14/25 egnyte replied that the "account will be shut down on 03/07/2026". So they are keeping all my data and account open. In any case, even with the T&Cs, I feel this is totally unreasonable and abusive business behavior.

  • Initial Complaint

    Date:09/30/2024

    Type:Product Issues
    Status:
    Unanswered
    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 recently filled out a form on your website to schedule a demo, as your company promised a $100 ****** gift card for participating. ****** ****** ************************************ contacted me, took all relevant details about my company (where I explained that we are a new stealth startup), and assured me that I would receive the $100 Amazon gift card after the demo. He reiterated this commitment before the meeting, mentioning he was in touch with marketing.However, after completing the demo, I did not receive the promised gift card. This feels like deceptive marketing, and I would like to receive the $100 Amazon gift card as agreed. I am hoping to resolve this matter through this channel rather than escalate further.

  • Initial Complaint

    Date:03/22/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have been over billed $2000. Someone at Egnyte also overwrote my contract and signed for me. I have attached my contracts and a bank statement showing this discrepancy.

  • Initial Complaint

    Date:03/21/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 purchased 1 license on their website two weeks ago. Their website defaults to 10 licenses to purchase. I changed it to 1 license, updated my checkout information, and the website reflected that I was indeed only buying 1 license at checkout. I double, triple, and quadruple-checked this, because I did not want 10 licenses and made sure I had just 1 license at checkout. All the information on the billing page reflected the purchase of 1 license at this time. After making this purchase on their website (3/11), they sent no e-mail verification/invoice to me regarding the payment until... 3/20 I got an invoice in the morning and a credit card bill in the afternoon saying I bought 10 licenses. I believe this is a problem with either their website (which may store/default quantities at a minimum of 10, but did allow me to reduce it to 1 and update the cart accordingly), or a problem with when they processed the transaction over a week later. At no time in my trial did I use more than one license, and at no time in the present have I used more than one license.

  • Initial Complaint

    Date:03/16/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Signed up for service a few years ago. Got a call recently to verify renewal - told the representative NO, I will not renew. *******, who clearly does not care, renewed and charged me. For $128.40, Egnyte staff have continued to stick with their terms saying that I can't talk to a rep, it has to be in writing, but then after many emails arguing, they say it could have been done by phone. Why didn't ******* cancel me? Greed and internal numbers. Horrible company and out of principal, they will get a lawsuit.

  • Initial Complaint

    Date:03/01/2023

    Type:Order Issues
    Status:
    Unanswered
    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.
    In November 2022, our nonprofit that serves low-income and at-risk teens and adults was contacted by Engyte about renewing with their platform. They emailed a contract to be signed for renewal via DocuSign. I did not sign the contract since we were in the process of moving to ****** Drive (which provided a discounted rate). I submitted a cancellation ticket with Egnyte in January, only to discover that a policy existed in the terms forcing auto-renewal with them within a specific period of time. I contacted Engyte to explain our situation and misunderstanding of how the process worked. They would not review the case or offer any cost mitigation even though we have been loyal customers for ten years! It is outrageous.Please understand the confusion created by Engyte: (1) at no point did the sales representative with Engyte explain the auto-renewal policy, and (2) if there is an auto-renewal policy, why ask for a signed contract as part of a renewal process? It is ridiculous, and I think, intently trying to confuse consumers. Having a policy term that forces customers to auto-renew without any modification is descriptive at best. Not showing a willingness to work with a long-term customer after identifying the mistake is shameful. In this instance, not being willing to review a case for a nonprofit is immoral. I have asked Engyte to, at the very least, reduce the number of users they are charging us to help meditate the expense incurred by our organization. I am more than willing to admit we made a mistake, but I do not think ******'s policy should stand. It shouldn't be legal at all. It is wrong.

  • Initial Complaint

    Date:02/14/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    Due to closing my own business, I cancelled my subscription to Egnyte on January 27th, 2 weeks before my scheduled renewal date of February 11th. I was notified that they have a 30 day policy on making changes to plans, which was fine. However on February 11th I was charged for the entire year ahead - $642. I reached out to request a refund for the unused portion of the year, past their 30 day cancellation window and less any processing fees and adjustments. They informed me that their policy states no refunds, but they'd be happy to assist me in continuing to utilize the platform, which I have zero need for. The $642 reflects a team membership plus 4 additional users, through February of ****. At this time, no members of my business are utilizing the platform. I feel my request for an adjusted refund was fair and reasonable. I would certainly expect to incur some fees for cancelling two weeks before my renewal date, versus a full 30 days - I would NOT have expected their position of refusing to prorate such a significant portion of the year.

  • Initial Complaint

    Date:10/24/2022

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My ******************* Land Use cloud storage account by Egnyte was correctly verified and closed. Our cancelation date was 10-7-22 and the last day of our ** month billing was 10-8-22. The cancelation was planned for 6 months with all data transferred out of the cloud storage. The cancelation page does not contain cancelation terms period. None.

    ****** charged our card an entire year without authorization after cancelation and refuses to refund this amount or any portion of it. ****** claims they are entitle to a year of registration after cancelation due to terms and conditions which are not posted or noted in anyway on the cancelation page. Egnyte will not discuss the matter in anyway for a satisfied customer of many years. They have either dismissed or rejected virtually all discussion.

    The ****** account cancelation page is incredibly difficult to locate. Once the cancelation page is located nowhere does it indicate a "separate cancelation policy" of any kind. The cancelation page does not indicate an advance term of notice, nor does it have a link to any terms and conditions that apply to cancelation. Supposedly the terms and conditions from either original account set up from ** years earlier or updated terms from ** months earlier exist but i have not seen them. Below is the Egnyte email confirmation of the dates. On 10-10-22 i was contacted by the "retention team" to remain a customer. On about 10-11-22 I received notice of an unauthorized charge of **** to my credit card after cancelation. Below is egnyte confirmation...

    "Per your request, your Egnyte Connect account ******************** has been cancelled.
    Please note the following dates:

    10/07/2022: Your Request Date
    10/08/2022: Last day of current billing cycle
    10/07/2023: Last day of next billing cycle"

    Extremely despicable business practice from a company i was happy with for years before ******* trying to squeeze another **** year from me. Including state of emergency.

Egnyte Inc. is NOT a BBB Accredited Business.

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