Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I experienced a bait and switch like sales tactic from this company. The sales man made claims that the product I would be purchasing could be charged to potential clients from my business for 50-70% higher than what I was paying for it. In total for the year, the cost would be a little over $6000 for a automated penetration testing platform. I also received documentation showing their recommended pricing charts for my company to sell it to clients. They said it was sold to managed service providers. Later on I found out through my account manager that its sold to anyone for only a few hundred dollars more a month for regular business clients. This means that anyone can buy this entire product for under $10,000 per annual while convincing their business partners that they can charge based on their single scan pricing charts as high as $7,500 for external scans and up to $27,000 for internal scans. I confronted them about this bait and switch and the lost money on advertising and requested a cancellation. The last email I sent was to my account managers email explaining the issue even more. They claimed they were open and honest about their sales tactics and I asked them to prove it. I also explained that if it were not a bait and switch and if it was open knowledge, then why cant I find this information in any documents or on their website. Since then I have lost money on the business venture due to costs of marketing a product I could never sell at the prices indicated. I did not use the product and requested a cancellation. I had not heard back from that manager for several months. I am seeking confirmation of cancellation. They can keep the money I already paid and I am not interested in continuing a business relationship with this organization.

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a loyal customer of ********************** Datto for over 10 years. Approximately two years ago, they changed their pricing structure and, in the process, made mistakes with our account. After several months, we realized that we were getting double billed for some of the services. We pointed this out to our account representative multiple times and no action was taken. When we realized we were not getting a resolution, we adjusted our payments to reflect the actual amount owed. Once we did this, they opened the dialogue with us and corrected some of the incorrect charges. However, they refused to acknowledge and correct all the incorrect charges. We have provided e-mails, documentation, and participated in several conference calls to argue our position without success. At this point they have threatened to suspend our account for the amount they believe we still owe. They refuse to research and answer questions about the disputed amount.

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed to sign up for their backup service in order to see if any of my customers would be interested in using it. I never got any traction and never used the service. I sent an email to cancel services on 11/2/2022. They continued to charge my card and I requested cancellation on multiple occasions through email and by phone. I was willing to drop it, but they continue to send bills and have a collection agency harassing me now, as well.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have repeatedly tried to cancel this monthly service which I used to use years ago. I stopped the automatic charges via my Amex card.I have reached out to numerous sales people at the company who have said they will stop sending invoices monthly as they are showing "past due" on the monthly invoices. This sales person has done nothing, like all of the ones before him.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled services within the proper time frame from this business but their system did not recognize it. I have been attempting for several months to resolve this and they have acknowledged that it is an issue with their system, not my timing in requesting a cancellation. However they do not seem to want to actually do anything about it. I continue to receive invoices and the salesperson has not been able to do anything about it. His manager doesn't seem to be able to. I think they just don't really care. Now, I received an email from a collections company that says they will target my business if I don't pay what I do not owe. I am including all the contact info.

• Initial Complaint

  Date:04/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  If you have any opportunity to NEVER deal with this company take it.We used some products that were originally sold under other brands but were subsequently acquired by this company.After many issues, we then decided to cancel all products with them in July of 2023.In order to provide for an ethical end of service, we provided a payment (by wire) to their account for any final invoices along with any future balances owing (one product was going to run a few days longer per cancellation period). So this amount (less credits) was calculated and presented. We sent a spreadsheet and breakdown of it to both their US and Canadian head offices. We also provided PDFs of that information to their account reps and their finance team. We even received confirmation, in writing, from one of their outsourced process people (they dont handle their own issues they outsource everything) Confirmation of cancellation was sent in writing (Case *******) to us by rep ************************************* stating that all confirmations and subscriptions were going to be cancelled as per the dates in our spreadsheet and that Cancellation will happen internally.What they didnt do was stop billing. They have subsequently fraudulently charged our credit card (we filed a chargeback and it went in our favour). They have now left us on billing for nearly a year and have sent a balance of thousands (being the invoices since the written confirmation of cancellation) to collections.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was trying to renew my RMM licenses and try a new product called Graphus which was supposed to help with keeping phishing emails from getting through to our clients. The sales person said no problem you can try for 1 month and if it does not work you can cancel. In trying to renew the rmm licenses my sales person told me to tell them I was cancelling then he would do the rmm licenses and phishing licenses in a new agreement to get better pricing. After doing so the renewal department told him they would not accept that manner of renewing the rmm but I continued to go with the phishing trial to give them a real try. I still had a month to work out the rmm license renewal. I had requested the trial be setup before the end of December to have every day to test the solution. The trial of the phishing service was not setup as requested before January 1st 2024 it never got setup until the 7th of January and after adding clients to the system they did not get activated until the 9th. The person helping onboard gave me a date of February 1st to set it up. After using for just a few days I told them I was going to cancel but wanted to be fair and use it the next few weeks to give it a real chance. It never got better. On January 29th I informed my sales person. He responded asking for why I was cancelling and then on the 30th emailed saying my request to cancel was not granted. I have no choice but to cancel the rmm tool that I have loved for 3 years because of a deceptive sales force ruining what was a great relationship. I have filed a report with my creditcard company and am looking to file with the **************** for those practices. No one should have to deal with such practices and we move on.

  Customer Answer

  Date: 01/31/2024

  Thank you. What is really irritating is I told the sales guy why I was hesitant to try anything and I should have gone with my gut. I thought there is no way the guy will pull a fast one and lose the $500 a month that I have paid for 3 years to get a $165 a month extra service but thats what he did. I don't have time for stuff like this it really is disappointing to even deal with stuff like this and now I have to spend a day to move to a new rmm tool. Losing faith in the world around me. Thanks for being there that does help even if nothing comes from it.

  Business Response

  Date: 02/28/2024

  ****** from Kaseya US LLC stated that the consumer reached out for an application/ software / solution to help block unwanted calls. ****** explained that he sold the consumer the application at a discounted price. The consumer received 50% off for the first two years of their 3 year contract. (Contract/ invoice is attached).

  The application comes with a 30 day warranty for instances such as if the application does NOT work or FUNCTION and the consumer could return it. In the beginning ****** admits that the application was down temporarily. Kaseya corrected this error and the consumer continued to use the application and was good to go.

  On the 29th of the month, the last day of the month the consumer stated they wanted to cancel but was wanting to cancel due to him not liking the application and stated it did not do what he expected. This is not a valid cancellation request within their 30 day warranty terms. To further explain, the consumer was given a demo of the application so he knew what to expect from the app and the app was working as it should. Returns are not covered for the reason the consumer provided. ****** explains that this is the reason their demo is provided and in place, to demonstrate the capabilities of the app to avoid situations such as this and to give their consumers a chance to ask questions.

  
  

  With this being said, Kaseya still wanted to make things right with their consumer so they offered him 2 resolutions:

  1. They could jump on a call with a manager to better understand what the issue was or what the consumer did not like and see how they could help OR

  2. They could jump on a call with an engineer and go through the app to see if/ where it was failing.
  

  Consumer refused both calls for assistance. ****** clarified that he is still willing to assist their consumer and would love for them to reach out to further explore options to assist.

• Initial Complaint

  Date:11/16/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are constantly being billed for services that we neither requested, nor used, We have made multiple attempts for proof of purchase and usage and never get any response.

• Initial Complaint

  Date:09/14/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a backup service & support with Kaseya on 08/28/2022. On November 1st, 2022, we had a call with technical support to try and install their product. They were not able to install the software on my computer and the salesperson promised me they would cancel my account and refund me. The salesperson quit or was fired in the interim and I had to dispute the charge with my credit card. I also notified multiple other people that reached out to me from Kaseya that I was promised my account would be canceled, however they refuse to honor it and keep sending me invoices despite the fact that I never recieved any services and they were not able to install their software.