ComplaintsforKaseya North America
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Complaint Details
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Initial Complaint
04/24/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
We entered into a 3 year agreement for on online ticket service offered by Kaseya (then Datto). We didn't end up using the service and cancelled after the 3 years. Kaseya renewed the service for another year anyway, a even after recognizing that the service should not have been renewed, never sent a corrected invoice or removed the charges. They even tried to renew it again.Initial Complaint
11/28/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
To Whom It May ********* am filing a complaint against Kaseya North America for serious account mishandling over the past three months, leading to financial and operational issues.Unauthorized Debit Charges: Kaseya North America has made unauthorized charges to our account, disregarding our service agreement.Ignored Payments and Financial Reconciliation: Our regular payments have been consistently ignored, causing confusion about our financial obligations.Service Termination Threats: Despite timely payments, we received threats to discontinue services for alleged non-payment, affecting our business operations.Neglected Support Tickets and Intentional Ignorance: Multiple support tickets and phone calls for assistance have been purposefully ignored by Kaseya North America. The attached support thread shows a clear lack of updates or resolution.Lack of Professionalism in Response: The customer support team's failure to address our concerns has compounded our difficulties.Immediate action is required, including account review, reversal of unwarranted charges, and a formal apology. If unresolved, we will consider further actions, including legal recourse.Sincerely,Initial Complaint
10/25/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had a partner account with a trial. The trial wasn't what I was sold so I canceled it early and parted ways. After the cancelation for the next 12 months I was billed monthly. I accumulated over 50 emails and several tickets in their portal to the company without responses - completely ignored. When I finally got a response they refunded me $1258.77 in September of 2023, 12 months after my cancelation. Two months later I get an email saying I ordered something. I contacted support and they informed me it was a cancelled service not to worry and I would not be charged. I then get invoices and additional charges at my bank.They are not very responsive to any phone calls or emails, their billing and support don't appear to communicate and they don't focus on the customer experience. I did not authorize them to take any funds but they keep doing it. I don't want to wait another 12 months.Initial Complaint
09/26/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
This vendor has been harassing my company for the last nine months. We had a partner relationship that ended in November of 2022. This company automatically renewed our past agreement without my authorization and has been trying to bill me for services that are no longer in place. I keep getting emails and phone calls. I have contact them numerous times and nothing has been done on their end. They have automatically billed my credit card until I had to cancel my bank account.Initial Complaint
04/05/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Kaseya has acquired a company woth a product called ****************.We purchased a 1 year license for this software and attempted to cancel it prior to the acquisition occurring. Once we no longer had charges on the account we assumed the matter closed. Instead I begin receiving continuing invoices from Kaseya claiming that I had signed up for a 3 year contract. We have disputed this fact as they cannot show any hard evidence of the matter. They have since attempted to send our account to collections and have ignore requests for contractual information and copies of any signed contracts committing to multi year deals. If the debt is not closed as not due and our account not canceled soon we shall be seeking legal action.Do not do business with them.Initial Complaint
04/19/2022
- Complaint Type:
- Order Issues
- Status:
- Unanswered
On 03/24/2021, our small IT business entered into a three-year Enterprise contract with Kaseya/*******. On 04/05/2021, we contacted Kaseya requesting to cancel the contract due to non-use (i.e., none of our clients wanted to onboard to *******'s systems) and poor customer service (i.e., the knowledge base was confusing, and our assigned account manager failed to provide us with user support services). When we have continued to contact Kaseya (either by email or by phone), the staff has either ignored our requests to cancel our contract, or aggressively bully us into using their available services, which we have no use. Kaseya refuses to make any good-faith efforts in negotiating some kind of resolution of this situation. Additionally, we believe that our contract has been breached because we have never submitted any form of payment to Kaseya/*******.Initial Complaint
04/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Kayesa has been emailing me for several years - I have begged and pleaded - complained - filed a BBB claim. This continues. This is insane. Is there anyway to stop them. We have not been a client in YEARS. They continue to send me notices regarding "my subscription". I am not sure what to do anymore. It won't stop no matter how many times I reply and ask them to. Please help.Initial Complaint
01/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have been trying to reach out to Kaseya about an issue that we are having with our backups but no one is getting back to us. We have sent multiple emails with screenshot attachments of the issue but no one from support has gotten back with a resolution or even acknowledged that there is a problem. We need some to get back to us and help us with the backup issue as we are not able to see if our customer's information is being backed up.Initial Complaint
01/02/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They are charging an overage charge even though there is a issue with their back up services not cleaning up files leading to the backups doubling. We have spoken to support and managers about this issue before and came to an agreement where they would cover the overage because it was some issue on their side, Now they want to charge us again for the same issue, We decided to not continue service with kaseya anymore and reached out to them to not process any renewal of service, But kaseya says since the renewal has been signed there is nothing that they can due, even though in there own guidelines it shows that changes to a renewal can be made before the date of the actual renewal. So we would like to cancal the renewal being that we no longer want to contine service with kaseya.
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Customer Complaints Summary
11 total complaints in the last 3 years.
4 complaints closed in the last 12 months.