SugarSync
Reviews and Complaints

I have been a subscriber to cloud storage and syncing service Sugarsync for over a decade.

On 7 October I received an email reminder about subscription renewal. On 8th October I paid my subscription (I have the receipt). On 8 October the service crashed.

Over the next three weeks I contacted the service via email and web form, only to receive auto messages that the problem was being worked on.

On 26 October I received a message that the problem had been resolved. Except NOT. I still have no access to the service and my log-in details are not recognised.

I have continued to try to contact the service by email, phone, facebook and web form without response.

They have my data, I have a paid subscription and have no access and get no response. Seems like they've done a runner.

The company continues to bill years after the account was canceled. They even skipped a year to keep from going undetected. Sleazy operation

I live on a very small fixed income and explained in writing that there would be no money in my account to pay SugarSync until the first of the following month.

SugarSync continued to try to get money out of my bank account 4 times now, causing me more in overdraft charges than my bill!

What a dishonest, unscrupulous company causing intentional harm on its customers.

I used sugar sync since 2011. It is definally not a very usely friendly system but not too bad.
Again this year they automatically renewed my account at 438$US. I asked them to remove my automatic renewable account and they dont want. We need to remember for 364 days that the automatic system will be done on the last day of your asubscription. So, if your last renew was on oct 15th 2017 it will be on Oct 14th 2018. It is unfair practice and disrepectful for their customers. I would never recommand someone to use an unprofessional company like Sugar Sync . This is revolting and not professional practices.

I ask to be refunded and remove my automatic renew.

SUGARSYNC BILLING STATEMENT

Statement Date: 10/16/2017
Statement Number: 8 631 783
Total: $438.75

Business/Company Name: Materium
Payment Method: VISA **** -

Subscription Period: 10/16/2017 - 10/15/2018
Details:
Starter Plan (3 users and 1000 GB storage) $357.50
1 additional users* $81.25
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Total $438.75

I first got SugarSync from a freebie, and the paying status kicked in after the free period. I have had so many sync problems. You don't know until you need something and try to access it. At $74.99 a year my sync has not worked correctly in months. I will say the emails from their techs are polite, but the issues never got sorted out. After hours of time wasted with their tech dept and trying to fix it on my end, I got busy with life and just let it go for a while. Finally I was weary of the issue and wanted to cancel my account.

Their website has no place to cancel. Replying to a tech email, I advised SugarSync to cancel. They wrote back that I didn't use that much space and would I consider a discounted rate and smaller storage.

I said no and to cancel and provide reimbursement for the remaining 8 months of my annual payment. They wrote back and included a paragraph of their terms of service, which said "no pro-rated refunds for the account."

Oh, and you also don't know when a new payment is coming out of your account. The date of service is listed on your account section of their website, but they actually take the money out ahead of time, as many services do. However, other services generally send you an email reminder that a payment will be taken out in 2 weeks or whatever. Not SugarSync. Also other services generally reimburse you for unused time. Not SugarSync. Other services offer a fair way of cancellation. Not SugarSync. It's like being in a SugarSync prison.

However, since the service hasn't worked right, all the other is probably a moot point anyway. Buyer beware.

PS- Their tech emails state this: "...privileged, confidential or otherwise protected from disclosure. The information is intended to be for the addressee(s) only. If you are not an addressee, any disclosure, copy, distribution, or use of the contents of this message is prohibited."

I received notice that Sugarsync had tried to renew my annual subscription but my cc on file was no longer valid. I had to get a new AX card because of an unrelated fraud issue. I immediately cancelled my subscription (I had not been using SS for about 16 months because of a number of file corruption issues and uninstalled if off of my computer) because of the file problems I had had and the fact that I was not using the service any longer. After this, they were able to get my replacement card number and put the charge though. I called customer support and they said too bad, contract is a contract. I called AX and they tried to reverse the charge but SS came back with saying the charge is sticking. I just called AX about it and they are eating the charge. Thank you American Express - you are a great company!
Sugarsync you are not, if that is how you treat your customers who cancel within a day of the renewal date!

BEWARE - I had serious problems and it was VERY difficult to get support. I had orphaned folders that were deleted from both my hard drive and the SugarSync backup. Their online tech chat support said they were "orphaned" and admitted it was a bug in their software. This is a HUGE security issue. The ones I was calling about were recovered but even after uninstalling SugarSync, I continue to find missing files months later . There were also problems with duplicate backups of files that were then placed in new locations and files that were not being synchronized between computers. I chatted for a long time with tech support and still could not resolve the issue. I repeatedly requested for over a month via chat and leaving phone messages to be contacted by a supervisor but was not contacted. They told me to purchase the phone support option for $99 but I was not going to pay more money for a program that I couldn't use due to security and performance issues. My credit card company reimbursed me for the purchase price of SugarSync but this does not begin to compensate for the time I spent and my continuing loss of data.

Initially I was promised a discount on my service my a rep named Adam if I signed up for a full year. He asked me to call back after I had set up my account to confirm the service. After calling back several days later he mentioned that with 3 users I was not elegible for a discount. OK, so I attempted to keep trying the service to see if the reviews were as good as they said Sugarsync was. Unfortunately, since November 2011 I have been missing files and my login is not operating properly. Too bad they are too good to be true. I called and have been unable to reach anyone. I also e-mailed them ([protected]@sugarsync.com) on two occasions and they have not e-mailed back. As the average small business person trying to handle business I'm disappointed that Sugarsync is not meeting my needs. Once I can resolve the issue and download the files I put there I think I'll switch to a more reliable storage/back-up service.

Given the experience I have had with online backup, I am hoping to help others avoid it.

I decided to use Sugar Sync in January. On May 10, I had to do a hard drive restore of my computer it was not a crash, so I checked and saw that 17 GB of my data, music and photos were all backed up on Sugar Sync before we proceeded. I checked a few of my most recent files and music, just to be sure I was confident in what was there.

On May 21, I was in the midst of a restore process with Sugar Sync (which was not easy) and all of my data disappeared not kidding. The entire file structure was back onto my computer, but every folder was empty. The data had been inadvertently deleted in the process. Through a PAINFUL communication process (I could never talk to anyone by phone without paying $99 and their chat was only open 7-4 M-F) and 2 weeks, they recovered my data which took me several more chat episodes to get restored properly.

That is, all except my music, which mysteriously would not restore.

On June 5 (yes it's now 2 weeks later) I was with Sugar Sync online about this (with an Indian person and I mean no prejudice, just hard to communicate) who told me they would escalate my issue to their engineers (I had heard this more than once in 2 weeks), and I would hear back soon as possible.Now it is June 9 and I still have yet to hear back 5 DAYS LATER.

In the meantime 2 unbelievable things have happened:

(1) I discovered that about 2/3 of my music was missing from the backup. I have 3 songs from Black Eyed Peas on my iPod but only one of them backed up and restored to iTunes. We lost over 700 songs! My bad that I did not do a more thorough check of what was being backed up.

(2) Three crucial folders of data from my desktop DISAPPEARED between Friday afternoon and Sunday morning: The book I had just spent a year writing, and 2 client folders. I was literally sick to my stomach how is it possible that an online backup service actually DELETES your files? fairly tech-savvy, this was not a weird user error!

Sugar Sync has yet to provide any explanation for why it randomly did not back up my iTunes properly, or why it deleted folders from my desktop. They only suggested that I "stop" backing up my desktop and do it manually until they could determine what was happening.

Even though I later found and recovered my precious data - deep in the bowels of their deleted folders.

This has been an unbelievable nightmare and not one I hope anyone else has to go through.