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Business Profile

Computer Hardware

SpiderOak, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 1 complaint 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:03/18/2025

    Type:Customer Service 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.
    FULL access to my files and a functional application to access them. I'm a long-time customer of **********************. Not only did I recently move but my computer crashed just before that occurred. I have since been trying in vain to get my backup files - located on SpiderOak One but not only has that been impossible for well over a month but now SpiderOak REFUSES to respond! Additionally, I've tried to access my files via their web interface but some of my files have just DISAPPEARED in the past hour and I can't access them. This is an OUTRAGE and I DEMAND an IMMEDIATE RESPONSE and RESOLUTION from SpiderOak. I've also tried calling (the number on the BBB site does NOT appear to be correct) and even wrote to their CEO via ******** - NOTHING works

  • Initial Complaint

    Date:05/28/2024

    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.
    I have used SpiderOak One backup service for several years. During March, 2024 the application and its service disconnected from SpiderOak One servers, and quit the daily backup that I paid for monthly via my credit card. We emailed several times in the past months to SpiderOak One for several support tickets to get help. No response was received. Checking reviews and through research (Reddit), indicated that SpiderOak One is gone "offline for weeks/months now. Other users are stating on Reddit that the backup service is down for a while now. SpiderOak One still charges monthly users credit cards, despite the service being "disconnected". My own credit card was last charged by SpiderOak One in May 2024. SpiderOak One is not responding to communication from users. Spideroak One web site is no longer listing the services as available. I would like to know when will SpiderOak One backup service return. I expect refunds back to my charge card for months of charges when the service was "disconnected".

  • Initial Complaint

    Date:05/02/2024

    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.
    I have used their SpiderOak One backup service for nearly 10 years. Last week, my backups quit working with them. I sent them a couple support requests asking what is happening.Further research shows (through Reddit) SpiderOak One went offline on Apr 23 for upgrades. Also people are stating on Reddit they too are still down and no communication is being responded to.Spideroak.com use to have all the downloads and services, but it no longer lists the services. Further research shows it's been moved to Crossclave.com or Crossclave.com/one for my service. I tried to even login to my account from the Crossclave.com/one and one gets a "Bad Gateway" error pointing back to Spideroak.com.Between me and others, we paid for this service and there is no communication between them and the customer. Not even a post on their website home page or an email (checked my email including junk). I think this is unprofessional and we need to know what is happening rather quickly. Backups of data are not being done to an offsite location and it's critcial to have this in case of catastrophe. Paying 150/yr for this subscription.

    Customer Answer

    Date: 05/07/2024


    Better Business Bureau:

    The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed. 

    Sincerely,

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

SpiderOak, Inc. is NOT a BBB Accredited Business.

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