ComplaintsforTeamViewer US, Inc.

• Initial Complaint

  05/23/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  TeamViewer is charging me for a service that I did not sign up for nor use. I told them I didn't sign up for it and now they're sending my account to collections because they're a predatory company going after a non-user of their product to make a quick buck.This is a $2B company going after me for $800 when I didn't sign up for their business service.I've read dozens of these same complaints online and nothing has been rectified, this company has hundred of millions in revenues every year and they feel the need to go after individual people for services they didn't sign up for?... pathetic.They told me since I didn't sign up for it to file a police report. Is that a joke? This is ridiculous how they can't reverse the charge after one month into the contract when they can see I never used their **** service!This has been by far the worst customer service I have ever experienced and I will never hesitate to speak ill of this company down the line, what a let down for such a big company.

  Business response

  06/17/2024

  TeamViewer has reviewed your claim and as a courtesy we will start the cancellation process on your order. 

  You will receive a credit note from TeamViewer directly to keep for your records.

  If you need anything additional do not hesitate to reach out. 

  Customer response

  06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. They did exactly what they should have and reversed the charge and did not send my account to collections. Thank you.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contract renewal: 11/25/23 $1264.44 License purchase: 01/18/24 $783.41 I had purchased my annual renewal end of November like usual. End of January I needed additional licenses, so I went ahead and purchased 10 more asset management licenses and 10 more endpoint protection licenses. The endpoint protection licenses worked, the asset management licenses did not. I opened a ticket February 3rd concerning this issue and was told it was being worked on. I reached out to them on multiple occasions and never heard from anybody. My confidence in the company began waning, so I started looking at alternative solutions. I had made a decision to move on and began migrating my client base over to the new solution. By the time I was done, I had still heard from no one concerning my issue. It was at this time I tried to pursue what is referred to as "Extraordinary Termination" in their end user license agreement, which outlines providing them with an opportunity to resolve an issue, if they cannot then a license may be terminated. Today is the end of May, and after I have insisted upon termination and a refund of at the very least my 10 licenses that were never provided and a prorated refund for the duration of my agreement they have sent me yet another invoice due in June. They have informed me this is "just for my records" but the invoice has a due date, and these are licenses I already paid for? I don't know if they're going to try and get me for another 10, or if this is there way of pretending they never sold me the asset management licenses? It doesn't make sense, but it is extremely disheartening. I could never treat my customers this way, it's unbelievable a company with this level of notoriety can be this awful.

  Customer response

  06/04/2024

   
  Complaint: 21744160
  
  I am rejecting this response because:

  Ultimately what they informed me was that they would only refund me the services they never provided, that I would retain access to what was provided through the duration of my agreement. This is not my preferred outcome, but based on what I have read about this company this is probably all I'm going to get. As a customer they're nearly impossible to get in touch with, I have to imagine they have BBB on some sort of block list.
  

  
  

  That said you can close this, I don't think this is going to go anywhere at this point. I appreciate the help.

  
  

  Best Regards,

  ***************************

• Initial Complaint

  05/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Teamviewer for their unfair renewals practices. Two years ago, I made a clear request to cancel my account, but was persuaded to continue with a special offer. Despite this, I explicitly instructed the representative to cancel my account after the 2023 period as I would no longer require the service. Recently, I received an email regarding renewal and a threat of account suspension if payment was not made, so I disregarded as per my cancelation request, and the logical idea that if the account is suspended I don't have to pay as obviously im not using the service.It is deeply concerning that despite my account being suspended, I am being pursued for payment(sent to collections). If the service was not cancelled as per my instructions, it is unreasonable to demand payment for a service that I am not utilizing. Furthermore, my explicit request to terminate the account after the promotional period raises serious questions as to why I am now being subjected to collection notices and being sent to a collection agency.I urge the Better Business Bureau to investigate this matter promptly and ensure that TeamViewer rectifies their billing practices to align with consumer rights and fair business standards. I seek your assistance in resolving this issue and preventing any further unjust charges or actions against users.

  Business response

  06/17/2024

  Hello, 

  Please see the email attached with the offer for 2022, 2023 and 2024. We had a price change in 2022 and you were overcharged, to rectify the situation we gave you a year for free and confirmed that your new price would be US$298.80 moving forward. TeamViewer also sent 2 renewal reminders on 01/26/2024 and 02/20/2024 too: *****************************. You can find both renewal reminders attached, when we heard no objections prior to renewal it took place as it has been since 2021.

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.
  
  All of your future renewals have indeed been terminated by TeamViewer. 
  

   

• Initial Complaint

  05/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I tried a 30 day trial of team viewer. I did not like the service and caned, according to the way, the representative told me on the phone. Team viewer charged my credit card for $665.01 anyways. I messaged them and told them I think there was a mistake and they claim I never canceled and dont want to give me a refund. I havent touched the system in 3 weeks since I tried it out. Its unfair for them not to give me back my money I didnt use their system. I feel like the company cheated me into the year service and is refusing to give me a refund for some misunderstanding from their system. All I want it my refund and to cancel. Account email *****************

  Business response

  06/17/2024

  I can see that you spoke with our Customer Support team, and we were able to issue you a refund for the purchase. You can see your credit note attached. 

  Please let us know if you need anything additional. 

  Customer response

  06/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  05/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased their services on April 3rd, 2024, Account/Invoice# *********. Recently I was not able to use their services because their system was not working properly. I tried to get help many times but no one was able to solve my problem. I asked for cancellation of my account an money to be refunded but they refused. Please help ! This is a rip off !

  Business response

  06/17/2024

  TeamViewer tries to be as transparent as we can with all our policies, terms, and agreements. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide. TeamViewer does have a 7-day satisfaction guarantee where refund can be granted. We see you did not reach out until after that 7-day satisfaction period, but we have terminated your license renewal from taking place in 2025. 

  The license indeed works but from what I see you are trying to connect to a Mobile Device which is not included with the current license you have purchased. I am happy to get sales in touch with you so you can get quoted for the correct license. Again, we have terminated the 2025 renewal so this will not auto-renew next year. 

  Customer response

  06/19/2024

   
  Complaint: 21690647
  
  I am rejecting this response because:

  I dod not.requested to use my mobile.debice for your services. I had trouble.using uour services through my laptop. I tried endlessly for days your CSR help and they did nothing but sending me.useless emails. Since you are not providing the services I am paying.you for I beleive I newd the prorated refund.
  
  Sincerely,
  
  *************************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Wow what a sham, this is joke of a service, they try to do an auto renewal for $621 then claim this is described in a document on page 7 of a 9 page disclaimer.. (Not Allowed) then to cancel they try to claim you are required to call 28days prior to renewal... um, well funny thing is, they do not any disclose any information about a reoccurring charge, so why would you call 28day prior.. Then they try to send you an invoice, and the phone number and address is in *******... There is a number also hidden ************, which is a spanish message that immediately hangs. can not leave msg and no info. Stand clear of companies like this. Also they tell you to fillout a ticket to cancel ur renewal, they hide the ticket submission, when you call for assistance they redirect you to complete a ticket.. i completed a cancel request via email, they recieved it, and responsded 10 days later saying i was past the 30 day window... Well no ****, you took 10 days to respond

  Business response

  06/17/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide. We are unable to accommodate your request as TeamViewer did send you 2 renewal reminders on 11/3/2023 and 12/1/2023 to: *****************************. Unfortunately, you did not reach out to us until after your renewal had processed for another year. 
  
  All of your future renewals have indeed been terminated by TeamViewer so you will have no automatic renewal in 2025. Your account has already been put into third-party collections, which could include additional fees. Please find your secure payment link directly through TeamViewer to settle this account and avoid further collection efforts -  *****************************************. At this point TeamViewer requires payment or you can reach out to the collection agency directly. 

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to cancel my service and they refuse to allow that and adjust. They are a scamming company with a 1-star rating over their business dealings and how they treat their customers. I understood I had more than a ****** window on my account to cancel my service, which was true on one account and past the auto-renewal date on the other. I canceled the auto-renewal for one, but they are attempting to threaten to take me to court over the other auto-renewal because I didn't give a 28-day notice. I would appreciate them dissolving the invoice and allowing me to non-renew. I am not happy that the service is free to anyone, but not if you have a "work" computer. I understand if I was using the service for multiple client issues, but it is my personal work computer. They say "no one" in the company can delete or dissolve an invoice and that is a lie. I understand they can't always make an acceptance, but I'm asking for one.

  Business response

  04/30/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices and reminders that we provide.

  TeamViewer did send 2 renewal reminders to: ************************* on 1/21/2024 and again on 02/15/2024 of which both are attached. We do mention in both reminders that we require a 28-day notice of cancellation. I can confirm that sales order: 006017726 is terminated and will not renew again on 05/28/2024. The order that already renewed will expire on 3/18/2025. We would hate to see this go to debt collections and would prefer to find a meet in the middle solution. I have reviewed your account and see that you have worked with a rep, but we have yet to find a solution and we can see that the license was still consistently used into April. We are unable to cancel this order as it is still being used and it is being used in a commercial work environment which does indeed require a commercial license. 

  All of your future renewals have indeed been terminated by TeamViewer and we do hope that we can find a meet in the middle solution to avoid being sent to debt collections. We look forward to hearing back. 
  

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never authorized auto-renewal on my account. I was converted from previously being billed and manual payment, to auto-bill / auto-renewal without knowing it. Company was email notifications to the incorrect email address, of which I had updated with the company years ago. I was told there are multiple areas in the company you must update the email address, but nowhere does it state this.Company also failed to honor "lifetime pricing" and overcharged me for about 3 years.I've contacted the company 5 times to cancel my account, and the service to no avail. They refuse to do either. I wanted the account closed for security reasons, and I no longer use the product/service.Attached you will find that I had updated my email address (long ago) and was receiving TeamViewer emails to this new address. You cannot blame a customer for not having a solid process for customer email changes, and/or not communicating that they are required to call and updated numerous departments within your company. I did not see emails regarding renewals or cancelation policy. Also, the email showing I had a "lifetime price" and also had to manually pay the bill.I am simply asking for the company to be humane, and terminate an expensive service I no longer use. I've disconnected all nodes from this service. Obviously a large amount of their profits are from denying people these cancellations (of you look at their BBB feedback). Obviously there is a problem. Any company I've ever dealt with are willing to work with their customer(s) and end the service (at worst with an early disconnect fee).

  Business response

  04/30/2024

  Hello and thank you for your message. 

  I see that your worked with one of our ***** ************************* and it looks like you were able to come to a resolution. Can you please confirm if this case is closed or there is still something more that needs to be addressed. We are happy to hop on a call and discuss further. 

  Look forward to your reply. 

   

  Customer response

  05/11/2024

   
  Complaint: 21633926
  
  I am rejecting this response because: I was indeed in contact with a few representatives of TeamViewer, but did not manage to work anything out with them.  I am simply asking for the account to be closed, since it hasn't and won't be used.  *********** has purposely made it difficult to cancel your account, with an arbitrary 28 days of notice ahead of time.  Upon reviewing email history, I had actually notified and asked for the account to not renew as far as last year, when I could not work out pricing concerns I had, when the company failed to withhold their pricing promises made of a "lifetime price".  Their excuse was, we sent an email stating we were going to be increasing the price, that email voids the lifetime price promise we had made before.  What a joke!

  Two emails I have attached stating I don't want to renew.

  
  Sincerely,
  
  *********************

  Business response

  06/17/2024

  Hi ****,

  I see you previously worked with our ************* It looks like you came to some kind of amicable solution, but we still see your license is unpaid. ********************** would like to come to an amicable solution with you but we also need you to meet us in the middle. ****** will be reaching out to discuss with you directly and hopefully come to some kind of agreement and put this to bed.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello,We received a notice in the mail saying there was a TeamViewer account affiliated with our company's address that had gone delinquent due to an unpaid invoice. TeamViewer could not give us any information about the account except for the fact that it used our address. I informed them that we had no knowledge or access to this account and that we just want the account to be closed since it clearly was not being used and had fallen delinquent. TeamViewer is saying that in order to close the account, we must pay the $611 annual fee for the subscription since we didn't cancel the account in time, but again, we had no idea this account existed. ********************** never sent any notifications to us informing us that the account had fallen delinquent, had an unpaid invoice, etc. I strongly believe TeamViewer is deploying dark patterns that trap consumers into subscription services.

  Business response

  04/30/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices and reminders that we provide.

  TeamViewer did send 2 renewal reminders to: ***************************** on 8/13/2023 and again on 9/7/2023 of which both are attached. 

  All of your future renewals have indeed been terminated by TeamViewer so these will not auto-renew again from here. 

  Customer response

  04/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  ************ lacks respect, is rude to their customers, but I am going to pay them since I just want to be done with this. I am not happy with the outcome because I am being forced to pay $611 to merely close an inactive account and think that their sales tactics are deceitful.

  
  Sincerely,
  
  *******************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We got TeamViewer company wide when COVID hit and it was necessary. Over the last few years the price has now increased to $811.29 and my company has found much cheaper options to meet our needs. I only used it a handful of times the entire last year.This day and age is full of endless subscriptions and I manage them by setting reminders when they are coming due so I know when to cancel if need be. I received the renewal notice email and the heading reminded me, like all the other emails I get. Never in my life have I come across a renewal that needs 28 days notice for cancelation. I never even knew that was a possibility. What a scam..... I canceled my subscription before the renewal date like my company asked me to. But apparently that is not good enough notice. It is attached to my personal credit card, and my company will not reimburse me ****** for a program we are no longer using, and I am not paying out of pocket for something I do not use for personal use. I put a hold on the credit card after reading what a scam your policy was and how many people were duped. You can send the invoice to collections all you want, but I can guarantee you I will not be paying ****** for a product that I canceled and have zero use for. That is like 3-4 months worth of groceries, and I can not afford that....I doubt anything will be done about this based on the generic response I've seen on the last few complaints. But if anything, I am writing this as a warning for anyone else considering this business....

  Business response

  04/30/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices and reminders that we provide.

  TeamViewer did send 2 renewal reminders to: **************************************** on 1/27/2024 and 2/21/2024 of which you can see both attached. In these reminders it does mention that TeamViewer requires a 28-day notice of termination. Because you request was submitted outside of the 28-days we have terminated your 2025 renewal. We are willing to work with you to find a meet in the middle solution but after reading through your account it does not seem that we have been able to do so yet. I am happy to have a rep reach out again to find a solution that works for both parties. 

  We also confirmed that your termination is valid as of 2025 and will not renew again after this year. If you are interested in negotiating a meet in the middle solution, we are also happy to do so. 

  Customer response

  04/30/2024

   
  Complaint: 21613441
  
  I understand that. I get heaps and heaps of renewals for heaps of subscriptions.  I saw the subject, looked at my calender and saw the date my subscription was up and thought I had time to deal with it. I have never ever saw a renewal that needed 28 days notice and did not even know that was a possibility.  Every subscription I have from online storage, online usage sites, Adobe through work, music subscriptions, streaming subscriptions on and on and on. I put the contract date in my calendar for a notification. I didn't even THINK to check if there was some crazy scam policy to check before canceling before the renewal date. 

  As I wrote in an email today to someone sending another payment request. 

  "My work refuses to reimburse me for it, and I'm not paying out of pocket since it is attached to my personal credit card. That's like 5 months worth of groceries for me.  
  
  You can be sketchy crooks all you want and send it to collections.  My credit score is 860.... I'll survive. 
  
  I can't afford to pay that.  Especially for a product I don't even use for personal use.  So do what you have to do.....  I don't have the money...."

  Everyyyyything is going up a heck of a lot faster than the 1% cost of living increase I got this year.  Groceries, carbon tax on heating this house all winter, fuel, mortgage rates increased etc etc etc.  It's hard enough as it is. If this has to go to collections and affect my credit score, right now I just have to accept that. Because again, I don't have the money. 

  Sincerely,
  
  **********

  Business response

  05/15/2024

  We have reviewed your case and as an exception we will cancel the recent invoice. 

  Again, please keep in mind that we try to be as transparent as possible regarding our auto-renewal policy, but TeamViewer have over ******* subscribers and we are unable to call everyone prior to their renewal so we hope our customers can self-educate themselves. Nonetheless, the recent renewal will be cancelled, and you will receive a credit note to keep for your records. 

  Please let us know if you need anything additional. 

  Customer response

  05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  Team Viewer: Thank you.  Trust me, I have most certainly informed anyone else in the company who may still have the product that they need to give 28 days notice.

  Sincerely,
  
  **********

*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. ↩