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!
Reason of review: Unethical business practice.
Monetary Loss: $100.
Preferred solution: Full refund.
I liked: Storage was a bargain and easy to use.
I didn't like: Cancellation and refund policy.