SugarSync

One week ago (March 31, 2024), i discovered that computer files for the last 5 years were not saved by Sugar Sync. I found out because my computer crashed and i needed access to data and files.

I wrote to the company and asked for help.

No response.

I wrote again a few days later. No response.

I am seeking either their promises kept (computer file access) or compensation for part ($500) of the money I've paid them for the last 10+ years, $7.50/month (~$1,000).

I am very much satisfied with how the issue has been resolved in my favour. I received attention and understanding, and the actions taken I found very much efficient.

I signed up for sugar sync for one year, however, after the year expires they automatically renew your account without any notice. So be sure to know your renewal date as they do not issue refunds once you are automatically renewed!

The representative "luis" will definitely point out to you that is what you agreed to in the "terms and conditions" period! So I am basically charge for another years subscription without the subscription!

I had Sugar Sync for many years. I am not very tech savvy but they seemed to do the job and I was content enough.

Then, I suspended my account for some time due to financial difficulties. When things were a little better, I came back, loyal fool that I am. When I first signed up, they charged my account ten times for the one time monthly fee I had agreed to. I contacted a representative who snottily advised me he would "get with" the finance department.

I didn't hear back from him but I did get slammed with another 8 charges just 2 days later! When I called to address this, I was told I was lucky they hadn't charged me even more! Apparently, they felt I owed them money for all the time I hadn't been using their service! They refused to refund any of the overcharges and had a terrible attitude with me.

Don't give these people your banking information. They cannot be trusted and do not care about their customers at all. When I called for help, they acted like I had some nerve bothering them.

I can't say it enough. Choose another company.

I stopped using their services and didn't even notice they'd been charging me until 2013. I sent them an email asking for a refund and to cancel my account. They replied with a link (that doesn't work currently)

I even gave them a followup call in 2014 asking for a refund and I wouldn't hang up, I asked to speak to a supervisor, I remember the rep hang up on me. I didn't think much of it, thinking, well, at the worst it was a $100 mistake on my part, but no, I just realized this year, when I see that 2 days ago July 3, 2016, they have charged my account, yet again for another year.

They've charged me for 3 years for a service I haven't used since technically, 2012.

Finding a helpful article on how to customize a deletion URL (http://www.daveenjoys.com/2015/10/06/the-travail-of-canceling-sugarsync-a-how-to/), I've managed to cancel my account, with the message: your account will be closed in July 2017. No. I want it closed now. I'd like to be refunded the $100 per year since emailing and requesting to close my account because there was no "close/delete account" link accessible through my accounting page.

On the annual renewal date, I was charged $399 for 1 year and 1 TB of storage. 15 days later, I removed my data and found it to be infected by a Trojan.GEN2 virus and some of my data was no longer downloadable. I went through their website to cancel my subscription and was asked the usual questions about why I wanted to terminate the subscription.

I was then offered a "special deal" ... $99.00/yr for 1 Tb of storage.

That is 1/4th what the charged me 15 days earlier. Of course I said no. Why would I want to place my files in the hands of a provider that has let a virus infect my files. I said I will pay for 30 days usage; more than generous by 15 days since I have already unloaded all,the software from my machines. I expect the refund of the balance of the $399 (11/12ths) of it.

I was then told that the termination would be effective 08 Mar 2017 and that SugarSync does not refund money. I wonder what would have happened if I agreed to $99. Probably would not have started until 9 Mar 2017.

I have decided to lodge a formal complaint via PayPal and the Better Business Bureau. I refuse to let this go given that they should not be able to charges for services tha have not been rendered.

My next steps will be to seek damages through a class action suit if money is not reimbursed.

I cancelled my account three months before the end date by using their almost impossible to find cancelation link. You then are forced to click a link that foes not work. They say I should have clicked a link between 10 am and 2 pm in their time zone. Which is ridiculous. I do not live in the us. Nevertheless they took $ 74.99 from my PayPal account.

I think this is not fair. In the Netherlands this is even illegal.

I would appreciate if they gave me back my money, since it is very clear from my emails that I do NOT want to extend.

After a complete computer failure a few years where I lost lots of valuable information and musical compositions I decided to set up a redundancy system which included and online storage back up. I decided on SugarSync, Inc based in San Mateo CA.I used the service for a few years and frankly forgot I had the subscription by 2014 because I set up a personal redundancy system of my own.

On July 2, 2015 I received a notice by e-mail that my Debit card was charged $99.99 for the upcoming years service. I went to my account on SugarSync site and realized I hadn't used the service since 2013 so I decided to cancel the subscription. I saw that my renewal debit date by their contract was for July 3, 2015. Sugarsync had posted the deduction of July 2, so I felt I had 24 hours to cancel and get my money back.

Turns out, the ONLY way to cancel was by 'chat' on their site. Ok. So I went to the Cancel chat link and followed the links. After logging in I got a curt chat message..."all of our representatives are busy try late' at which point the chat disconnected. I tried 2x, 3x 5x at least 10 x and got the same message. Had to go to work..got home and saw the 'cancel' hours are between 10:00AM and 2:30PM. so I was out of luck. I tried the next day and the next..always the same message. I found a Phone number for 'cancellation' and called it DURING the POSTED cancellation hours" Voice message: All our offices are closed, call back later.goodbye"

The dread was building in me, it appeared to me that the 'cancellation site was just a shell and that NO ONE was going to answer to cancel. I immediately got online with My bank, but they could not stop the charge to my account. I cancelled my Debit card so that at least next year SugarSync could not do the same thing. My bank opened an investigation but I have heard nothing back yet. After another week I went to the online BBB to file a claim. Lo, and behold, there was a complaint so similar to mine that I thought that I had already posted a complaint and had forgotten about it. But this cpmplaint was eventually resolved with the cancellation of service AND a refund. I have been communicating back and forth with BBB and so far I have gotten the cancellation BUT, no refund. The latest letter from SugarSync to the BBB stated that as to the lack of refund "That is correct, we have no refund policy". So I rejected the last submission from the BB so now I will see if I need to file a small claim against SugarSync.

I also noticed that SugarSync is "NOT ACCREDITED BY THE BB'

So there you have it , It is like returning an item to a store, the store receives the item AND KEEPS your money too! Is that legal? It is certainly unethical!

They don't have a telephone number to call (even for business plans). They take days to reply emails, and usually cannot solve technical problems.

When your subscription expires and you have auto-renewal, there is no way to reduce your plan, even if your credit card has expired or was canceled. They block your account, and you have no option to downgrade your plan, and no telephone to call. Your only option is to fill your new credit card number. Even if you immediately ask them to reduce your plan, you will be ignored, and they will charge you for the old subscription.

After asking them lots of times that I wanted to reduce my plan, I entered in a chargeback process with the credit card company, because I was billed against my will and I considered that as a fraud. As soon as they were notified by the credit card company, they locked my account. I lost the process more than a month ago because they have these unbelievable refund policy (in other words, I have been billed, and they already received the money), and they still didn't unlock my account. I had to signup for another provider (SpiderOak, which is much more honest, and has much more features for advancer users) because I cannot be at the risk of losing my files. (Had to upload again more than 400GB of files). And SugarSync still didn't unlock my account.

I asked if I would get a refund (because I'm paying for the yearly plan and I simply cannot use the service for more than a month) and they replied to me that it's not their fault, because I was the one who entered a chargeback process.

So if they don't unlock my account for the whole year, I just lost 399 USD for something that I cannot use.

Also, their software has lots of bugs:

1) If you sync a folder in more than one computer, be prepared to have duplicated files daily. In my company we have to daily delete duplicated files, and frequenty we have to examine the files to check which one is the most recent.

2) Be prepared to have surprises when you need your files. Their software silently ignores some files according to the extension or filesize, so you believe all your files are backed up, but they aren't and you'll only discover when you need them.

3) Be prepared to lose disk space, because if you use the SugarSync drive all your files are cached in your machine, so they are downloaded to hidden locations in your hard drive, which will eat all space available.

4) Be prepared for frequent freezes. Almost daily we have to kill the process and start again (and it takes almost an hour to start syncing again). When my subcription expired, SugarSync UI has completely frozen my computer, had to reboot it.

Go for better alternatives, like SpiderOak or even DropBox.