Complaints

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.

• Initial Complaint

  Date:09/20/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Date of the transaction: January 9, 2024 Amount paid: $49.99 for Acronis ************************* Essentials (1 Computer - 1 Year)What the business committed to provide:Acronis committed to providing secure data backup with functioning two-factor authentication (2FA) as part of their subscription service.Nature of the dispute:The 2FA system malfunctioned, locking me out of my account. After months of attempts to resolve the issue, I deleted my account because the product was unusable. Acronis refuses to issue a refund, citing a 30-day policy, even though the issues persisted beyond that period. My account was deleted because I could no longer use the service, and I was expecting a refund.Has the business tried to resolve the issue?Acronis acknowledged my account deletion and the access issues but refused to provide a refund. I have made several attempts to get a resolution, including communicating directly with their support team. Despite this, they denied my request, leaving me without the product or my money.Advertising information:The issue does not involve misleading advertising but a failure to provide the promised service.

  Customer Answer

  Date: 10/01/2024

  Dear Better Business Bureau,
  

  I have not heard back from Acronis, Inc. regarding my complaint at this time. Please keep me updated on any further developments.
  Thank you for your assistance.
  

  Sincerely,
  Michael Echavarria

• Initial Complaint

  Date:05/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am writing to lodge a complaint against Acronis for misleading services and inadequate support. I subscribed to Acronis backup services with the assurance that I could restore my computer to a new device exactly as it was on the old one. Despite paying extra for tech support, Acronis failed to deliver on this promise.Upon attempting to restore my backup, I was told it wouldn't work on a new computer, contradicting initial assurances. Tech support has been insufficient. I spent five and a half hours with a support agent who couldn't load necessary drivers for the universal restore, wasting time without resolving the issue.Acronis' support center, in *********** repeatedly called me, leading to substantial international phone charges. Despite suggesting Zoom meetings or call-backs, I was told I'd lose my place in the queue.Following Acronis' instructions, my computer entered a boot loop, requiring professional intervention from Best Buy, adding to my distress and costs. Acronis support has been unresponsive, often hanging up or placing me on extended holds. My job relies heavily on my computer, and being without it for four days has severely impacted my productivity and well-being. What I expect.. no, what I DESERVE!1. Immediate full restoration of my computer as promised. What I paid for! 2. A dedicated and competent case manager assigned to my case.3. Compensation for emotional distress, time lost, and financial costs, including international call charges and professional fees. Acronis, you left me knocked down to the ground and you failed to uphold your promises, resulting in significant inconvenience and distress to my life and work! The only thing that you can give me is a failed technical support call based on something you told me that your software did perfectly well instead I just get support emails that mean nothing afterwards and I have attached one of those many useless coms. Thank you for your attention to this matter. *****************************

• Initial Complaint

  Date:04/06/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 signed a 1 year agreement for a list of features including cyber security scanning, endpoint management, and data backup. It seems that there are many issues with the Acronis agent and cyber security remediation and features that it affected server performance. After troubleshooting with Acronis Tech Support, they stated to turn off cyber features on those server... But those are features that lead me to Acronis... Additionally, they stated that I would need to update agents manually, which is not what I am paying for. One client had 170 end points of which I was not going to log into each one each month to update the agent. After speaking with Climb CS and Acronis, they stated that they could not terminate, and that I will need to continue to pay for their services even those I removed all customers from the software and haven't logged in this year. Simply was seeking a termination of the agreement.

  Customer Answer

  Date: 04/17/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:09/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 tried to reason with the company many times over getting a refund about a product that I have tried to use many times (Cyber Home Protect). They kept stalling and stalling as the months went by with zero resolution. I finally got a tech support agent remotely on my PC and he also was not able to get the product to run properly and agreed to file for a refund but this is highly unlikely to happen as this company does not care about customers at all.

  Business Response

  Date: 10/09/2023

  Dear Customer,
  
  we hope this message finds you well. Thank you for reaching out to us regarding your recent purchase. We truly value your satisfaction and are committed to providing the best possible customer experience.
  We're pleased to inform you that we offer a 30-day refund policy for our products/services. If you find that our product/service does not meet your expectations or requirements within the first 30 days of your purchase, you are eligible for a full refund.
  In addition to our refund policy, we also offer a 30-day trial period. This means that you have the opportunity to try out our product/service for a full month before making a final decision.
  
  Regarding your request for a refund, we regret to inform you that our policy states that we do not accept refund requests after 30 days from the date of purchase. However, please be assured that we are more than willing to assist you in investigating any technical issues or concerns you may be experiencing with our product/service. Our technical support team is here to provide you with prompt and effective assistance to resolve any issues you may encounter.
  
  Kind regards,
  Acronis Team

• Initial Complaint

  Date:09/08/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Ive been wronged! I had been a happy customer since 2015 with a perpetual license for unlimited cloud storage *********************** True Image Unlimited). The software vendor was supposed to extend my subscription expiration date from August 2023 to April **** due to ongoing issues with their services from ticket number ********. However, in August, they billed me for another yearly renewal anyways. When I contacted them about this mistake (ticket ********), they said to a) click the refund button to reverse the charges, and then b) they would extend the expiration date for the service. I made it clear on at least two occasions that I was not canceling the service, just asking them to fix the expiration date. Following their instructions, my service was canceled. They eventually fixed the cancellation issue and expiration, but now I have a fraction of allocation for online storage than what I had before. When I contacted them about this new problem, they said that there was nothing that they could do, and I would have to resubscribe to a more expensive plan.I have done nothing wrong. Had they followed through with extending the expiration date, this would not have been a problem. I feel like they are trying to force me to pay more for a mistake on their end. This is clearly not very good customer service.What I want is my previous storage allocation re-enabled. If they cannot do that, then I should be compensated for having less services than what I have been paying for.

  Customer Answer

  Date: 09/19/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 11/09/2023

  Dear Customer,
  
  We understand the frustration surrounding the cancellation of your unlimited Cloud tariff, and we sincerely apologize for any inconvenience this has caused. Your loyalty means a lot to us, and we truly appreciate your understanding during this transition.
  To help ease the situation, we've taken the liberty of manually activating the old tariff for the upcoming year. We hope this provides a temporary solution and demonstrates our commitment to your satisfaction. Please be aware that the tariff is no longer available for sales, so next year, you'll have the opportunity to explore and choose from our currently available tariffs.
  
  If you have any questions or if there's anything else we can assist you with, please feel free to reach out. We value your continued partnership, and we're here to make sure your experience with us remains positive.
  
  Kind regards,
  Acronis Team

  Customer Answer

  Date: 11/17/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 reporting issues with Acronis virus protection for some time. I received a call on February 7th, over a month ago, from an international point, so I thought it was a scam and didn't answer it. It was an employee at Acronis saying he had tried to reach me and saying I should us their knowledge based online help. He left the main tech number to call him back and then they don't respond. I"ve reported that when I do a scan it starts out saying it will take 1 hour, 2 hours and then over time it extends it to higher than two weeks. Prior to that date, I was told I couldn't have two antivirus products on my MAC, so I deleted the other product. Now when it still does not work, they just ignore my emails. I've even tried to reach their executives trying to get a refund for the non-working product and they ignore me. At different times, I would see messages saying that viruses were unable to be quarantined. Now the scans have to be stopped manually as they never end scanning, so there is something wrong. Having someone call from an international point with no way to reach them back if you don't see the call or are afraid to answer a call from an international point with no caller ID showing it is **********************, should not be how they support their product. This company should not be able to sell in the USA with their lack of support and ignoring a customer for over a month. At one point I told them to not renew my subscription, as I didn't want to remove the other virus protection, but eventually I gave up and tried to do what they said. After removing the other virus protection, I am now left with Acronis's non working protection that you cannot trust.

  Customer Answer

  Date: 03/16/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/06/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 subscribed to a software (Acronis Cyber Protection Home) about 1 yr ago and it was due for renewal on 11/18/2022. The company (Acronis) has an automated renewal in their system which is very hard to find. The credit card I used in 2021 is expired so I did not update it. Now I find out that Acronis charged my new credit card on October 4, 2022 but my online account shows my subscription due for renewal on 11/18. I verified with my bank and Acronis charged me $85.29 on October 4 which I did not know. Now Acronis says their policy is that purchases are only refunded if cancelled within 30days after purchase. My online account shows my subscription due 11/18 which puts me 40 days after the date they charged me !This is amazingly sleezy ! I have cancelled my subscription through their customer service but I want a refund for my October 4 charge !

  Customer Answer

  Date: 12/17/2022

  I have not heard from the business in response to my complaint.

  they are completely ignoring me because based in *******!

  Business Response

  Date: 11/09/2023

  Dear Customer,
  
  Thank you for expressing your concerns regarding our 30-day refund policy. We understand that this may not be the ideal situation for you, and want to acknowledge your feedback.
  Please note that all payment or order-related inquiries, including subscription cancellation and payment details change are processed by CleverBridge and CleverBridge do not accept refund request made outside the 30-day period. While we sincerely wish we could make exceptions, unfortunately, we are bound by these guidelines.
  
  If there's anything else you'd like to discuss or if you have additional questions, please feel free to reach out. We appreciate your understanding and the opportunity to serve you.

  Kind regards,
  Acronis Team
  

• Initial Complaint

  Date:12/05/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  We were impressed by the free trial software that your sales team offered to us and decided to purchase a 3-year license of ********************** ********************** and 500GB of cloud storage during your Black Friday sale on 11/18/2022 for $1,500. However, upon applying the license our backups stopped working entirely. We came to find out that the Standard license did not cover our server due to a technicality that we were not made aware of. Even after contacting customer support they could not figure out what the problem was, I had to dig through the documentation to find the incompatibility myself. The only resolution offered to us was to purchase a different, more advanced license and then request a refund for the one purchased in error. However, the advanced license was much more expensive, especially since the sale had ended while I was waiting to hear back from support. We did not agree to the high price of the advanced server license, and the standard server license we received is entirely useless as it does not allow us to backup our server at all. We simply need it to be refunded, but customer support has refused it stating that "as per the policy order ********* cannot be refunded". We requested the refund within 15 days and it has still been less than 30 days since our purchase. Our case number is ********

  Customer Answer

  Date: 12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 an Acronis customer for several years. I recently built a new server for home use (photos, document backups, etc...) and was looking for drive mirroring software and purchased Acronis Cyber Protect on 9/18/22. As I installed the software, I noticed it was doing a lot more than I needed and I also realized that the specific functionality I was looking for was already native to windows. I Immediately (on 9/19/22) contacted support to request a refund. On 9/22/22 they declined my refund saying it was outside of their return policy. This was an extremely disappointing customer experience and I will not be using Acronis again. I have not used the software and am simply looking for a refund. Thank you.

  Business Response

  Date: 09/25/2022

  Dear Customer,
  
  we are very sorry to know you've faced issues when using Acronis software! Let us provide more information on our refund policy:
  
  According to Acronis refund policy, a Customer may request a full refund of ********************** Cyber ******************* (formerly Acronis True Image) license purchase or automatic subscription renewal for any reason during the refund period applicable to your product type. For annual billing products and/or perpetual license products your refund request must be made within thirty (30) days from the purchase date. After the refund period is over, Acronis cannot accept the refund requests. In addition to that, we offer a free trial version - the fully functional product works for 30 days, so our Customers have 60 days in total to evaluate the product and request refund.
  
  We hope for your understanding and you are always welcome to contact us, if any issues or concerns.
  
  Kind regards,
  Acronis Customer Central
  
  

  Customer Answer

  Date: 09/25/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As shown in the screen shots provided, my request for a refund was made in the first 48 hours after the purchase. I am still within the ***************************************************************************** that this is an intentional and automated process that is designed to minimize loss for Acronis at the expense of customers.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business Response

  Date: 10/10/2022

  Dear Customer,

  we've checked the status of your recent support ticket and as per the records in the system, your order ********* "Acronis ********************** Workstation Subscription License, 3 Year" has been refunded.

  Thank you,
  Acronis Customer Central
  
  

• Initial Complaint

  Date:08/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  After purchasing this program I have tried to back up for 3 months. I have contacted the company and spent may hours trying to get my backup done. After spending almost a day with a representative he said to try something different. I did that but even that would not back up. When I asked to have my money refunded because the program was not what it was said to be I was informed that the return time had passed. I have spent the last many days trying to make this work but apparently they don't care. I would like at least a partial prorated refund but they refuse. I work to hard for my income to have them not want to try to reconciled it.

  Customer Answer

  Date: 09/05/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. They have refunded my investement.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************