ComplaintsforTeamViewer US, Inc.

• 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

  03/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had previously used the Team Viewer free version for personal use only. During the Covid lock down I did use Team Viewer for several months to complete payroll for my employer. Team Viewer locked my account and informed me I would be required to purchase a commercial license, which I understood and did at the time. I was not aware this was auto renewing every year until I received an invoice via USPS this month as the credit card they had on file had expired. My former place of employment closed in June of 2020. I have only occasionally used Team Viewer for personal reasons since that time. I have now paid over $300 per year for 2020, 2021, 2022, 2023, and they are requesting payment for 2024 for a product I do not want or use in any professional capacity. I have attempted to request cancelation or modification of the 2024 invoice, they refuse. They are adamantly unwilling to even discuss a fair compromise. This is predatory billing practice and I am extremely disappointed with the lack of customer support regarding this situation.
  

  Business response

  03/25/2024

  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. TeamViewer did send renewal reminders on 11/29 and 12/4 for 2021, 2022 and 2023 to: *********************. When we heard no objections, your license auto renewed as it has been since 2021. 
  
  All of your future renewals have indeed been terminated by TeamViewer so this will not happen again. 

• Initial Complaint

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The transaction involves a renewal that was done through paypal transferred to teamviewer in the amount of $253.98 on March 8, 2024. I recall visiting the site on February 26th in an attempt to stop auto renewal because I did not want to be charged for a program I no longer use, and the employer I used the program for I am no longer employed by. I was not under the impression of printing or keeping record of this action, and thought through the vague response that I had completed the task that would have prevented a charge.On March 7th at around 7:41pm, I received an email from paypal on authorizing a payment to teamviewer. I attempted to stop the transaction and try to recover my refund, but ****** insisted that I resolve the issue with teamviewer. Teamviewer as of Friday, March 8th, 10:06pm CST took my $253.98 and is hiding behind a vague excuse that I cannot get a refund for an auto renewal that I did not authorize. I have spoken to two separate agents and because there jobs are limited in what they could do to help me, they have told me to submit a ticket to recover my funds. I did this prior, and received an email vaguely describing terms such as "cancellation is not permitted". They are hiding behind a contact I do not recall, claiming I waived my rights when they renew a contract of some sort. The actions by both paypal and teamviewer have caused me to lose funds I needed, and according to them, they are acting as if I will never receive those funds back. I want mywhat they took from me against my will.

  Business response

  03/25/2024

  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. TeamViewer did send 2 renewal reminders on 1/10/2024 and 2/4/2024 to: ********************* which mention that we need notice 28days prior (see emails attached). Because we received your request outside of the policy, we did indeed confirm the termination for the 2025 term (also see confirmation email attached). 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 so this will not happen again. 

  Customer response

  03/26/2024

  Re: Complaint: 21408117

  I will remind whoever responded to this complaint that in a discussion with ***********************, who is your retention/collections specialist, I told her that the emails "sent" to me were sent to an account I no longer have access to. Therefore, I did not receive the emails to remind me to cancel. You are still not addressing the matter at hand and that is Teamviewer took $253.98 from my account and is refusing to refund me the amount for a product I no longer use or intend to use. I notified TV prior to the renewal that I did not want to be charged and your company is expecting me to have documentation of this when I had no ability to document cancelling the invoice before the said date. I do find it insulting you would call me ignorant when hiding behind the statement, "customers can educate themselves on our terms and read our invoices that we provide." I don't need a sketchy company with a poor rating calling me ignorant when I did my job but you can't do yours. 

  
  I am rejecting this response
  
  Sincerely,
  
  *****************

• Initial Complaint

  03/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was a subscriber to Teamviewer’s service in 2023. I signed up for their subscription in January 2023. I previously had a license to use their software starting in 2016. Signing up in 2023 for a subscription replaced the license I bought in 2016. Throughout 2023, I had several problems using my subscription. I opened several support tickets with them. The issue was that I was prohibited from using their software on my laptop, which is what I primarily use it on. I expressed to them several times that the subscription was not working for me and I would like to be refunded what I paid for it. They record their support calls and should be able to find my calls with my requests. I made it clear that I did not want to renew. In December 2023, I ended my subsription using their portal and received confirmation that my subscription had been cancelled. Please see attached PDF file with their email acknowledging the cancellation. I can also forward this email to you if you’d prefer. On January 9, 2024, I received an email from Teamviwer saying that they had charged my card $542.03. On January 10, 2023, I called and spoke to **** in their customer service department. She said she would email me and that I needed to reply to her email. She did, and I replied. Please see attached PDF file with ***** email. I can also forward this email to you if you’d prefer. On January 15, 2023, I received an email from Teamviewer saying that my termination request was received outside of their contractual agreement and that they’re keeping my money. They charged me $542.03 on January 10, 2024 without my permission or desire to renew their subscription and knowing full well that their subscription is not working for me and that I did not want to renew.

  Business response

  03/25/2024

  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. TeamViewer did send a renewal reminder on 12/8/2023 to: [email protected] which mentions that we need notice 28 days prior to the renewal date. You did receive termination confirmation for your 2025 renewal as we did not receive your request within our termination policy. 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, so this does not happen again. 

• Initial Complaint

  03/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I spoke with a ****************** several months ago stating reasons why I was not satisfied with Teamviewer and would not be renewing my license. I was charged today full price, and I requested that my money be refunded and was told becasue I didn't write in 30 days ago, I am screwed? I am a small business...I work out of my home. I am not some huge corporation that can afford $650 a year, and I just got charged today. Forcing me to write 30 days ago? What the? I just want my refund please.

  Business response

  03/25/2024

  Hello, 

  Thank-you for reaching out to us. We have been trying to reach out, but we have been unsuccessful. Can you please let us know the best contact information to reach you so we can discuss over the phone your concerns. 

  Look forward to your reply. 

  Customer response

  03/26/2024

   
  Complaint: 21372112
  
  I am rejecting this response because I have responded to their contact with the following email sent 3/25/2024:
  
  From: *************************
  Sent: Monday, March 25, 2024 4:33 PM
  To: ******************* <*****************************************>
  Subject: RE: **** from TeamViewer TV:0155113125
  
  Thanks ****,
  
  I take inbound calls for the US Marshal ******* during the days, and only answer if I am between calls. I saw your call the other day and got your voicemail, but I guess I must have deleted it because I couldnt find it.  So I appreciate your contact. I had basically given up after I saw the reviews on the BBB site and ****** about people being forced to pay if they dont adhere to the 30 day prior written request, etc Which I was unaware off. Just so you know, I am an extremely small business. I am a single guy working out of my home, to help support people in my semi large city. Ive been with TeamViewer since Teamviewer version 7.  I have been able to pay the past few years, and just write off my taxes, but this year, the economy is killing me, and my business, and I had to find a way to cut expenses and try to still be able to help my customers.$650 is just too much for me this year, and I didnt think it would be this difficult to just get some customer ******* and cancel my account at least until business picks back up.  *** disputed the charge but it was fought and put back on me.so I dont know what to do but pay it, and get off Teamviewer over the next year. Its extremely sour taste considering how long Ive supported Teamviewer, signed up clients, etc..
  
  Anyway, I am happy to talk, I am off on  Wednesdays all day, and if the caller ID says **********************, or if there is a number I can call and talk to you further, Id appreciate it. I am not trying to s**** over Teamviewer, I am just struggling in my business at this time, and its a bit much for me to continue.  Just let me know what works best for you. 
  
  
  ************************* - President
  North ***************** Services
  ************
  
  
  From: ******************* <*****************************************>
  Sent: Monday, March 25, 2024 4:23 PM
  To: North ***************** Services <********************>
  Cc: ************************* <**********************>
  Subject: **** from TeamViewer TV:0155113125
  
  Hello *****!
  
  I am trying to contact you one last time regarding your recent renewal. I would love to hop on a call with you to discuss this matter and work together to find some kind of solution or meet in the middle, however that looks. I see a few exchanges with ****** about some issues you were having. I would love to get you some support to get those issues taken care of. 
  
  When is a good day and time for you to chat? I look forward to hearing back from you!
  
  Best regards,
  *******************
  Customer Retention Specialist
  
  Sincerely,
  
  *************************

  Business response

  04/30/2024

  Hello, 

  After reviewing the account, I see that ********************** and North ***************** Services were able to come to a solution and the case seems to be settled. Can you please confirm?

  Customer response

  04/30/2024

   
  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.  I appreciate your help with this issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Dear ***/*****,I am writing to file a formal complaint against TeamViewer regarding an issue that has not only impacted my small business financially but also highlights a significant concern in the digital economy's subscription-based services model. As the [Your Position] of [Your Company Name], I have encountered a dispute over the cancellation and automatic renewal of a TeamViewer subscription, which I believe constitutes an unfair practice.### 1. Introduction Virtual Silvr (www.virtualsilvr.com) is a small enterprise based in *************** our operations rely on various software solutions mostly modern workplace and cloud solutions from ********** and judicious management of a myriad of resources is crucial for our sustainability. Unfortunately, our experience with TeamViewer's subscription model has led to an unnecessary financial burden due to a disputed renewal policy.### 2. Chronological Account of Events - **Initial Cancellation Attempt**: On 19th August, I communicated to TeamViewer my decision not to renew the subscription due to non-use. This was followed by reminders from TeamViewer, to which I responded on 16th September, directly addressing their collections department.- **Follow-*******************: I received a response from ***********************, a collection specialist at TeamViewer, on 18th September, requesting further details on the cancellation attempt, which I provided.- **Dispute Over Cancellation Policy**: TeamViewer informed me that my termination request did not meet their 28-day notice requirement as per their End User License Agreement (****), resulting in an automatic renewal of my subscription.For further details on my reasoning, please refer to 'TV_complaint' attached , which provides information on points 3. Argumentation and 4. Financial Hardship, culminating in point 5. Conclusion and Request for Resolution.Thank you for your attention to this matter. I look forward to your positive response.Sincerely,***************

  Business response

  03/29/2024

  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.
  
  As a TeamViewer courtesy we have cancelled the recent invoice. You will receive a credit note in the next 5-7 business days for your records. 

  Customer response

  04/02/2024

   
  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

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May ********* am writing to file a formal complaint against TeamViewer, as I have encountered a deeply unsatisfactory experience that warrants attention and resolution.Recently, I discovered a charge of $588 on my account for an auto-renewal of a service that I no longer use. Attempting to address this issue, I reached out to TeamViewer's customer service seeking a refund. Regrettably, my request was outright refused, leaving me frustrated and dissatisfied with the level of service provided.This incident is particularly concerning as a small business owner, where every dollar matters. I expected a reasonable and understanding response to my situation, considering the circumstances surrounding the charge and my discontinued use of the service.I believe TeamViewer's refusal to process a refund in this case lacks empathy and flexibility, which are crucial elements of fair and ethical customer service. This experience has left me with a negative perception of TeamViewer and has raised questions about the company's commitment to customer satisfaction.I request the **********************'s intervention to investigate this matter and encourage TeamViewer to reconsider their decision regarding the refund. Additionally, I recommend a review of their auto-renewal policies to ensure clearer communication and prevent unsuspecting users from incurring unexpected charges.I appreciate your prompt attention to this complaint and hope for a resolution that upholds the principles of fair business practices.Sincerely,*********************

  Business response

  03/25/2024

  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. TeamViewer did send 2 renewal reminders on 12/2/2023 and 12/27/2023 to: *******************. When we did not hear back with any objections the renewal took place automatically as it has since your original purchase date in 2020.  
  
  All of your future renewals have indeed been terminated by TeamViewer, so this does not happen again. 

  Customer response

  03/31/2024

   
  Complaint: 21334976
  
  I am rejecting this response because I did not receive these messages and was under the assumption this was canceled prior. I dont use the software and havent used it for months. I am requesting a refund for the year that was charged. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We just bought our company. We found that there are 3 separate accounts with TeamViewer, where only 1 account is usable at a time. We still have limited access to any of these accounts and must request in writing to gain access to these accounts.We have attempted to cancel these accounts, but again are asked to pay them for services not rendered as well as writing a paper letter to them to cancel the accounts on company letterhead.Instead TeamViewer is expecting us to pay them for 2 accounts, where the 3rd went to collections within 30 days of missed payment; accounts we still do not have access to make changes to and 2 of which we cannot even access to use if we wanted/needed.To add to this, TeamViewer expects us to pay them to get access to the accounts for the next year in order to cancel the accounts. They refuse to prorate any payments as well.We feel these are very predatory policies.

  Business response

  03/25/2024

  Hello, 

  As a TeamViewer courtesy we have cancelled out R02748246 with credit note G00127356 (both attached). Can you please share with me the other 2 invoices you are referencing as I am only finding the one attached. 

  I look forward to hearing back from you. 

  Customer response

  03/28/2024

   
  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.

  There were a total of 3 accounts, all have now been cancelled to the best of our knowledge. The credit, we assume, ws communicated to their collection agency who had also been involved via *******.

  Thank you for your assistance!

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

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We are a very small company who purchased a team viewer subscription on February 2023 for our remote office . The product amd the support was so bad that we told them that we want to cancel our subscription and they told us they can not refund the money we paid A year went by Then a week ago we got a letter stating that they are going to renew the subscription . We called and wrote to them asking them not to do this Then without our approval no they debited my bank account for $278 plus fees on February 15 2024 I also wrote them a letter demanding a refund and they said they can not because the subscription was auto renewed even though I has told them to cancel it months ago The remote office that was using this service closed about four months ago and we had never even used the original subscription Please help if there is anything you can do Thanking you ******** *****

  Business response

  03/25/2024

  Hello, 

  TeamViewer tries to be as transparent as we can with all our policies. 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.
  
  As a TeamViewer courtesy we have cancelled invoice ********* with credit note ********* (please see both attached). All TeamViewer renewals have been terminated so there will be no renewal in the future. 

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We've been using team viewer as a company for quite a number of years. Last year we were evaluating costs and determined we needed to cut team viewer. So we sought out an alternate provider and when team viewer reached out I told them we were in that process. A couple months later, I get notified that we have an over due invoice and I responded by saying that we didn't want to renew and so didn't plan to pay the invoice. I was then informed that their terms and conditions say that without written cancellation 28 days in advance of renewal, I was forced to pay. My invoice is over 5k and we're in a tight time, hence looking for cuts. We simply cannot afford this and when I told them as much, I didn't hear back until they sent me to collections. Now I'm 1 week away from being sent to lawyers and I'm grasping at straws! They won't talk to me on the phone, only email and that takes a week to get a response. There's not a single other subscription I've ever encountered that forces a renewal, they simply end services if you don't pay. Team viewer on the other hand has it all figured out. Bury this clause where no one reads it. Send ahead of renewal but only 2-3 business days before the 28 days is up so that no one has time to process what's happening. Have your own collections company and legal team so you can level anyone who dares to not read through every page of all the terms and conditions in the car reaches oftheirwebsite.

  Business response

  03/25/2024

  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. TeamViewer did send a renewal reminder on 10/19/2023 to: ****************. TeamViewer does require a 28-day notice of cancellation, and because your request was submitted outside of that period it did renewal for another year as agreed to when accepting our ****. I see we were able to provide an adjustment of $1,279.59 and your account is now settled. Please find the original invoice, credit note, adjusted invoice attached, and payment receipt attached. 
  
  All of your future renewals have indeed been terminated by TeamViewer so there will be no further invoices sent.  

  Customer response

  03/26/2024

   
  Complaint: 21272180
  
  I am rejecting this response because: 3 days notice is not enough time to find an alternative to your product so we can cancel "on time". I was not satisfied with the minute adjustment on the invoice however when I'm being threatened with legal action, I don't have a choice, so I paid it and chose to rely on BBB as the only method of recourse.
  
  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. ↩