ComplaintsforTeamViewer US, Inc.

• Initial Complaint

  09/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I used Teamviewer for one year. I never got a notice that they wanted to renew my subscription for another year, and only received a notice that they had sent my account to collection. I did not need to renew my subscription as I no longer used their product after one year. They have sent my account to collection for another year's subscription, which I cannot use and now it is gone to collection so I would have no access to it anyway. I feel that they dupe people into paying for another year and are very sneaky. I see all over the internet how they have duped others for this same thing.

  Business response

  10/08/2021

  Business Response /* (1000, 5, 2021/09/14) */ During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28 day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email was also sent on 01/16/2021 to:*********************, 60 days prior as a courtesy in some states and requirement in others. If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the EULA which was agreed to upon purchase and activation. (https://www.teamviewer.com/en/eula/) All future renewals with TeamViewer have been terminated this does not happen again. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any notification from Teamviewer. If you Google Teamviewer billing practices you will see thousands of people who have been duped by their billing practices. I have written them several times that I did not receive, nor did I ask to have this renewed. I did not use this program, did not have any use of it and still do not. Their billing is for the current year, of which they have cancelled my account but still want payment for no service. Thyey have billed me unfairly and have done this to thousands of others. Business Response /* (4000, 11, 2021/09/30) */ TeamViewer has no record of your cancellation request. If that request was submitted before the 28-days please provide a screenshot of the request with a timestamp and I am happy to review it. The account has been blocked because we have not received payment. As soon as payment in submitted in full your services will be reinstated until 03/15/2022. Consumer Response /* (3000, 13, 2021/10/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was never an email from Teamviewer letting me know that my subscription was up for renewal, nor anything telling me that I would be charged for this if my subscription was not cancelled in writing. My emails are well after the March 31 deadline, since I was never informed. If you Google this, you will see thousands of other unsuspecting Teamviewer clients citing the same thing. This is a scam.

• Initial Complaint

  09/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/13/21 my team and I were notified by TeamViewer that our account (AccID XXXXXXXX) would auto-renew on 9/9/21 and we would be charged at that time. We were notified on 9/8/21 that we had been billed for renewal (invoice RXXXXXXXX), and within minutes I sent in a request to cancel, we did not want to renew (for $2,388). They responded that according to their EULA, they could not cancel the renewal because we were not within 28 days of the renewal date and we would have to wait until next year's contract cancellation period. But the reminder email said 9/9/21 was our renewal date and I emailed them on 9/8/21. After I mentioned that, they closed our support ticket. We have a small business (7 people) and this is a cost for a service we won't be using again due to the price. We would like a full refund.

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/14) */ During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28 day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email was also sent on 08/23, 60 days prior as a courtesy in some states and requirement in others. If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the EULA which was agreed to upon purchase and activation. (https://www.teamviewer.com/en/****/) We also see the services are still being used to date at full capacity. TeamViewer is unable to refund something that is still being used regularly and to full capacity. You will have access until 09/07/2022 and we have terminated your 2022 renewal. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) A renewal reminder was sent 6/17/21, not 8/23/21. If it was sent 8/23/21 I did not receive it in my email account (**********************). In that reminder, it warned us that renewal and charge would occur on 9/9/21. Instead, that occurred on 9/8/21. If "courtesy" email reminders are being sent out, they should not only remind people of an *accurate* date of billing and renewal, but also that the charges cannot be reversed on or after that day. I'm an average small business customer. I'm not an attorney, I do not and cannot memorize all the EULAs for all the services we utilize. To my memory, this is the first of many professional services we use to provide a window for cancellation and not offer any leeway whatsoever (I emailed support within 3 minutes of being billed on 9/8/21). In response to your last note, we have stopped using TeamViewer entirely in favor of another company's product, in which we were in the process of migrating to in our workflows. It seems like our LA office has migrated 12 users onto our account at some point which I was unaware of. However, if I knew I was supposed to go into the account and delete all users and systems from it prior to attempting to cancel, I would've done that too. I will say that in my entire career I've never had a software company cite existing users on the account as grounds for not being able to cancel the service. My experience with TeamViewer has completely destroyed my perception of the business, and I've used it on many jobs since early 2011. It goes without saying that I will not only cease from recommending TeamViewer to other professionals, I will warn them about it. Business Response /* (4000, 9, 2021/09/20) */ I am sorry for the mix-up here, you had 2 different licenses with us. One renewed on 09/08 and another that was set to renew on 10/18. I have terminated your 10/18 renewal. With that, you got 2 renewal reminders from us. One on 06/17/2021 and the other on 08/23/2021, both before the first renewal date of 09/08/2021. Because the license is still being actively used we are unable to cancel and refund this recent renewal. I have terminated your 2022 renewal so you will have access to your account until 09/07/2022.

• Initial Complaint

  09/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have used the product for several years. This year the subscription auto-renewed at a 35% price increase. There was no notification of the price increase. I created a support ticket, which was closed without response. I reopened the support ticket, which was again closed without a response. I attempted to reach someone to speak with someone by phone, but the call was never picked up. I have a transaction history showing the pricing and consistent and now suddenly the price increases with no warning. I didn't receive a contract, rate increase notice, or any communication at all, including a receipt for the transaction. I would like a refund of the unauthorized purchase, and I'm fine to cancel the subscription.

  Business response

  10/19/2021

  Business Response /* (1000, 5, 2021/09/08) */ I am having a hard time locating your account in our system with your gmail account. Would you be able to provide the ticket number and invoice, account number or sales order number so I can locate your account and review it. I look forward to your reply. Consumer Response /* (3000, 10, 2021/10/01) */ My ticket number is ********, the email I used to register TeamViewer is *********************** Business Response /* (4000, 15, 2021/10/13) */ Thank-you for that information. There was no 35% increase in 2018 you got a discount bringing the license to US$441 for 2018 and 2019. On the original invoice we stated that in 2020 the license would go up to US$588.00 before tax. "Please note that the special price of 441.00 is only valid until 03-Aug-2020. Hereafter, you will be charged the regular price of 588.00." This year TeamViewer had a slight price increase bringing the license to US$611 before tax and this was communicated 60 days prior to renewal. We did not receive your cancellation request until after the license had renewed, and we require a 28-day notice of cancellation. The license was actively used after the renewal date so we are unable to cancel the 2021 renewal. 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.

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