ComplaintsforTeamViewer US, Inc.

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Summary: Teamviewer automatic subscription renewal is not compliant with California code for online subscription management.Background:Date: Renewal 6/15/2024, original purchase 5/15/2024 Service: Remote computer management and viewing ************* Ticket #: ******** Email account was tied to: **************************** Subscription Method: Subscription was purchased 100% online through their customer portal Payment Method: Service was paid by credit card auto-renewal.Cancelation Requirements: You must either call their callcenter during very restricted hours for those on the west coast, or send an email to their "Retention specialists". There is no way to cancel the service directly through the service portal, you have to file a ticket after navigating their service portal menus. You then receive a blank ticket that you have to fill out requesting to cancel your service.Issue: According to California Senate Bill 313 this practice is unlawful. Link:******************************************************************************************** SEC. 2.Section ***** is added to the Business and Professions Code, to read:***** (c)(c) ... shall be allowed to terminate the automatic renewal or continuous service exclusively online, which may include a termination email formatted and provided by the business that a consumer can send to the business without additional information.Teamviewer does not provide a templated email for this submission, rendering their cancelation practice unlawful. I will provide pictures detailing the process and the email communications between us.

  Business response

  08/06/2024

  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.
  All your future renewals have indeed been terminated by TeamViewer.

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had a subscription with teamviewer for several years now and this year approaching renewal I was contacted by a sales agent that claimed he usually saved customers money. I had been thinking about cancelling the service entirely as I barely used it anymore and asked about cheaper options. My business has been struggling since Covid shutdowns and hasnt really bounced back so we are looking to cut non essential costs wherever possible. The salesman said that I was in the cheapest option and I decided to cancel. I cancelled prior to the renewal but was informed that their policy was that I had to cancel a month prior to the renewal and that I was to be billed for another year. I spoke with customer service and was informed that there was nothing that could be done. I have been pleading with anyone I can get hold of at the company to speak with a manager and for them to hear out my story and best I can get it to open support ticket where I get the same verbatim response that it was in the terms and conditions but have yet to speak with a manager. I just now received a collections notice for the service that I have no intention of using and didnt want. I have even already removed the software from all of my active computers.

  Business response

  08/06/2024

  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.
  All your future renewals have indeed been terminated by TeamViewer.

  Customer response

  08/06/2024

   
  Complaint: 21863629
  
  I am rejecting this response because:

   

  When Temviewer originally reached out about renewing my service they didn't mention the cancellation policy at all (see attached email thread). During a voicemail they left on the first call attempt to me they said that they often can help customers save money but apparently I found out in the email discussion that I was in their cheapest policy. I don't feel like they were being transparent in their policies. I get that it is listed in their terms but I started the service several years ago and the policy automatically renewed every year without any real involvement on my end. Hence it wasn't fresh on my mind that there was a cancellation window. 
  
  Sincerely,
  
  *************************

  Business response

  08/12/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you. While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  08/14/2024

   
  Complaint: 21863629
  
  I am rejecting this response because: you havent provided proof that you made an effort to make me aware that I had to cancel in a timely manner. Additionally, your customer service didn't offer any help on the matter. All I got was a seemingly automated response similar to the one that is being provided to BBB responding to my messages. Its seems evident to me that the company just trys to delay communication to the point where they can legally send someone to collections and take their money without an option for the consumer to fight it. Another example of this is it took quite some time for Teamviewer to even respond to the original BBB complaint. Since originally filing the complaint I've had to pay the collections amount to their agency to protect my credit. As the BBB explains in their correspondence, both parties have to find a medium to settle the dispute on. What can we do to put this past us because I am not satisifed with feeling like this company robbed me having had to settle the collections account so that my credit was spared. 

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

• Initial Complaint

  06/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In January 2024, our company decided to upgrade from a business account to a premium account. We received and promptly paid an invoice for $1,526 to facilitate this upgrade. Two months later, in March 2024, our account was locked for "non-payment." Upon contacting customer service, we discovered that ********************** had mistakenly created a second account under our business name and applied my payment to that account instead of our existing account.Although customer service temporarily reactivated our account to allow us to continue using it while they resolved the issue, the problem persists. As of June 2024, our account has been deactivated again for "non-payment." Despite multiple calls and assurances that the issue is being escalated, no permanent solution has been provided. This situation has caused significant disruption to our business.While I have encountered some understanding and supportive representatives, such as most recently ***** and **** others, like *******, have been notably unprofessional and unhelpful, talking over me and displaying a lack of courtesy.Given the circumstances, I request the following actions be taken immediately:Reactivation of our premium account without further delay.Formal acknowledgment of this issue and assurance that measures will be taken to prevent such occurrences in the future.Enclosed with this letter are copies of the relevant invoices, proof of payment, and previous correspondence for your reference.I trust that TeamViewer will address this matter with the urgency it warrants. The prolonged disruption to our services is unacceptable, and I expect a prompt resolution. I look forward to your immediate response and the reactivation of our account.

  Business response

  08/06/2024

  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.
  All your future renewals have indeed been terminated by TeamViewer.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are sending me to collections based on their policy of auto renew and 28 days in writing before the renewal date. I find it challenging to cancel and based on the reviews I have seen on here it seems like bad business practices. They send you an email about the renewal date coming up in a no reply email without or poor instructions making it difficult for someone to cancel. I wound up calling and waiting on hold to get info to cancel as I was having difficulty with the product its self. In the process I logged on to my account and saw an option to delete it. The package that I have doesnt have any phone support and they will not talk to you on the phone. Id like some help in resolving this issue. This is not an issue of money for me, but a issue of this company taking advantage of the consumer.

  Business response

  08/06/2024

  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.
  All your future renewals have indeed been terminated by TeamViewer.
  

  Customer response

  08/06/2024

   
  Complaint: 21826143
  
  I am rejecting this response because:
  You are taking advantage of people.  I deleted my account.  You can clearly see that I have not used your product.  A good business would  minimally prorate the fee.  I would be more than happy to accommodate.  It is not right that you have a sneaky policy that 1 day over renewal you charge a full years fee because it is your policy.  More or less it is a gouging policy.  Your emails that you send do not allow you to easily find out how to cancel.  If your policy is so strict, you should be able to cancel off the email.  Which is a no reply email.   I was in the process of calling (on hold) when I saw an option on your site to delete the account.  That is when I took the credit card info out and deleted the account as I didnt want to wait any longer.  Its amazing how your reviews in bbb are full of many other people that you have cheated out of money.  For the record, I can easily pay my bill.  I am more fighting this out of principle as I do not like the way I have been treated.  Clearly, I am not the only one.  As a business owner, when you start seeing the customer complain about the same thing over and over, I generally like to look at myself in the mirror and see what we can do to fix the problem and help our PR.
  Sincerely,
  
  ***********************

  Business response

  08/12/2024

  Tell us why TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isnt a requirement. We have records indicating that renewal reminders were sent to you on 2/13/24 and 3/9/24 . We are continuing to improve our processes 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 your future renewals have indeed been terminated by TeamViewer.here...

  Customer response

  08/12/2024

   
  Complaint: 21826143
  
  I am rejecting this response because:
  Due to the issues at hand I will not be paying the balance due to lucrative business practices out of principle.  This is not due to my financial situation.  If you are truly trying to improve I would think there would be an attempt to try and improve you bbb rating as many other customers have the exact same complaint.  It is quite obvious that you have no other plan in place to improve this situation or provide support that would warrant customers to continue to use your product.  It costs you nothing to due the right thing and minimally pro rate the balance if someone does not fulfill your hidden contract.  Its not like I waited 6 months to contact you when thought my services were cancelled.  That is why I will not pay a dime.
  Sincerely,
  
  ***********************

• 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. 

*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. ↩