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:08/20/2024

  Type:Product 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.

  Teamviewer automatically billed me for next year's service (Aug 2024 to Aug 2025) without my expecting it. I didn't receive any renewal warnings. I contacted them asking for a refund within the same hour I saw my credit card charged and they said NO. This is a shady business practice called that counts on a customers inatttentiveness or forgetfulness to get extra money.
  
  I don't need this service for the next year, so why do they want to keep my money? Any normal business that cares about their customers would refund it. But apparently TeamViewer makes a habit of this, complaints are all over the internet and even on this BBB. This $719.99 charge is crippling my business now, they shouldn't be allowed to do that (and by the way they raised the price from last year too apparently, they might as well have charged my card a million dollars
  because either way I didn't agree to it and can't afford it). See attached invoice.

  Business Response

  Date: 08/21/2024

  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 have records indicating that a renewal reminder was sent to you on 7/15/24 . 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.

  Customer Answer

  Date: 08/21/2024

   
  
  Complaint: 22165455
  
  
  
  I am rejecting this response because: I didn't get any notification emails, if I did why would I be so furious at you now for the surprise?  Plus the price increased every year without my permission, and you just billed me for the next year and I don't plan on using it, so do what every other normal company does and refund it?  You have 1.9 star average on Google for your business, and there 50 angry people with exactly the same issue. Do you think that's ethical?  Or how about the 50 complaints on BBB? How about the hundreds of people on Reddit who are furious?  This is a very shady business practice!   
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 08/28/2024

  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 Answer

  Date: 08/29/2024

   
  
  Complaint: 22165455
  
  
  
  I am rejecting this response because: Your "policies" are designed to take advantage of customers. There is absolutely no reason to not offer a refund for services not yet given, its outrageous and you are the only *********** doing it anywhere, and I've used countless companies in my 25 years of working online. You guys should be ashamed of yourself and customers should be made aware of this!  It's amazing you have stayed in business so long ripping people off.  You have terrible 1.6 stars on google reviews for doing this to hundreds of companies. You have dozens of complaints on BBB for doing exactly this. Do you not think you might be doing something unethical with so many angry customers!?
  
  
  
  Sincerely,

  
  
  
  ***** ******

• Initial Complaint

  Date:08/19/2024

  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 purchased a personal license for three computers at the tune of $328 for the year in July 2023. While in transit from ***** back to the US my subscription "expired" and they sent a collection notice through the mail. Any hope that I was going to renew for another year is now lost because this practice is insane.While this might be in the company's "terms of service", the practice is horrible and is clearly losing you business. Why would you continue to operate in this way? SaaS platforms do not put you in collections when your subscription runs out, instead, you are supposed to simply remove access to the service (WHICH YOU DID). That is egregiously predatory and is quite literally destroying your business.To resolve this issue I would expect that my "auto-renewed" subscription would be canceled and the attempt to collect would be revoked. Taking this action would renew my tarnished view of the company and I might be willing to work with you in the future if your business practices change. Simply replying "We are sorry and we are trying to do better to ensure people understand our business model" is not working. All of your claims on this site are due to this business practice, so clearly whatever your efforts are to make it more known is not working. You have such a great product, please stop tanking your reputation with such a predatory practice.

  Business Response

  Date: 08/20/2024

  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 5/12/24 and 6/6/24. 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.
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 22158949
  
  I am rejecting this response because:
  
  Setting aside your policy and poor business practices, the main issue is that you provide a SaaS. When you didn't receive payment (on your end), you removed access to the software and then initiated a debt collection request. You can't make a debt collection request when no service was provided. By removing access to the software, I was no longer able to use the service. You cannot collect payment for services when those services are not being rendered. If, however, it were the end of the year and payment had not been received, but I had continued to use your services, then you would have grounds to make a debt collection claim. This is why no company in the **** conducts business the way you are; they remove access and simply leave it at that.
  
  Furthermore, I have a receipt from your company stating that the invoice was paid on 09JUL24, which I have attached to this follow-up. All subsequent emails from your company included the following statement:
  
  "If youve already paid your invoice, please disregard this email."
  
  Because of this, I assumed the payment had gone through and that any issues were on your end, leading me to disregard further emails. It was not until I recieved a notice in the mail stating that this collection has been sent off that I was aware of any further issues. This entire process of sending my payment to collections is not only unnecessary but also an improper business practice. Please resolve this issue by removing the debt collection request and revising your business practices to avoid tarnishing your otherwise great product. Customers will stop using your service once they become aware of this predatory practice, which seems designed to extract additional subscription payments from those who can no longer afford or no longer wish to use your service. This is bad business, and anyone who might consider using your services again in the future (like myself) is now less likely to do so. Debt collection negatively impacts people's credit, which I doubt is the intention of your company, but it is the result of your poor business practice.
  
  "Provision of Service: The key issue is whether the service was provided. In most cases, a business cannot legally collect a debt for services that were not rendered. If a customers access to the software was terminated due to non-payment, and they did not receive any further service, then the business may not have grounds to pursue debt collection for the period after access was revoked. However, if the customer used the service before termination and did not pay for that usage, the business can generally seek payment for that period."
  
  I expect that my account will be removed, the subscription you attempted to charge me be removed, and the debt collection attempt be revoked.
  
  Sincerely,
  *********************

  Business Response

  Date: 09/04/2024

  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.

• Initial Complaint

  Date:08/06/2024

  Type:Product 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.

  On the 25th of August 2023 I purchased the Corporate TeamViewer product with 30 user licenses. The total price paid was $3500. The invoice states that the subscription will automatically renew every ************************************************************************************************ text form, at least 28 days before the end of the term. I received an email from TeamViewer on 27 June 2024 reminding me of my upcoming auto-renewal. The product works well, and I was intending to renew.On Wednesday 31 July 2024 I reviewed a demo of a competing product that also prevents ransomware attacks and decided to purchase it, switching from TeamViewer. Today, 5 August 2024 I went to the TeamViewer Customer Portal to attempt to cancel auto-renewal. There is no provision to cancel auto-renewal on their portal. So I called TeamViewer support. Their agent was courteous and engaging, listened to my request, and connected me promptly to the appropriate person. I explained that I want to cancel auto-renewal. She explained that I am within the 28 day window that TeamViewer requires for notice. I said that three weeks notice is plenty for cancelling an electronic auto-renewal. She said I signed a contract obligating myself to a 28 day prior notice to cancel auto-renewal, and that they would cancel the next year after that, but would be billing me $3500 on 24 August 2024.Now, I consider auto-renewal to be a courtesy that a company offers so their customer does not risk loosing service. I do not think of it as a bludgeon to be used against a customer. As to the "contract," I had no power to amend it or I would not have agreed to a 28 day notice clause. TeamViewer forced me to agree as a condition of using their software. I consider this to be an unconscionable clause.It is 19 days before my auto-renewal date. I do not want to renew. Why would TeamViewer try to force me to? Auto-renewal should be a courtesy, not a trap.

  Business Response

  Date: 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 Answer

  Date: 08/06/2024

   
  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 **** am very happy with their prompt and gracious response.  Also, I want to say again that their product is excellent.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22095396
  
  I am rejecting this response because:

  Yes, despite their promise that All your future renewals have indeed been terminated by TeamViewer, two weeks later they did in fact charge my credit card.  Attached is the invoice for the larger of the two charges.  I dont see an invoice for another charge that went through on the same day, for $674.24.  The larger charge (included) was for $3,863.21 
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 10/16/2024

  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.

• Initial Complaint

  Date:08/06/2024

  Type:Product 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.

  Date re-occurring subscription cancel requested 2024-07-10.Re-Occurring subscription charged 2024-07-20.Request for refund of unauthorized charge 2024-07-21.No response from company to refund my money.Disputed charge via credit card company 2024-08-04.

  Business Response

  Date: 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 Answer

  Date: 08/09/2024

   
  Complaint: 22091890
  
  

  I am rejecting this response because:
  

  Although I do understand and support TeamViewer improving their processes, it is still unacceptable for TeamViewer to charge my card $450 10 days after requesting to cancel my services.  Please issue a refund for the $450 UNAUTHORIZED CHARGE! 

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

  Business Response

  Date: 08/28/2024

  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 Answer

  Date: 08/29/2024

   
  Complaint: 22091890
  
  I am rejecting this response because:
  

  The "fair" policies you are describing is not fair and completely fails to work, with the exception of profiting the company for a service that is no longer provided and was illegally charged.  Yes renewal reminders were sent in advance, however a request received 10 days in advance of renewal is more than acceptable to cancel service with any organization that I've ever worked with.  This is such a horrible way to treat any customer...  Again I am not satisfied and I implore you to refund the $450 UNAUTHORIZED CHARGE!!

  -*************************

  Business Response

  Date: 09/06/2024

  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 Answer

  Date: 09/12/2024

   
  Complaint: 22091890
  
  I am rejecting this response because:
  

  Requiring 28 days prior to auto-renewing is unacceptable!!!!  WORST CUSTOMER SERVICE EVER!!!!  AND A POOR PRODUCT SOLUTION WITH FREQUENT DISCONNECTS!!!  REFUND MY STOLEN MONEY!!!

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

• Initial Complaint

  Date:08/06/2024

  Type:Sales and Advertising 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.

  July 2nd our company purchased a teamviewer business license for $610.80 to use for remote access on secure power plants. However, as this is a ********* based solution the recent CrowdStrike outage that occured in late july, severely impacted our cybersecurity infrastructure, critically affected our operations. This outage disrupted our ability to comply with strict regulatory requirements for continuous monitoring and security protocols of secure power plants, putting us at risk of non-compliance and associated penalties.Additionally, the outage led to operational downtime as we had to temporarily shut down remote access capabilities via TeamViewer to prevent security breaches. This disruption resulted in a complete overhaul of our networks and TeamViewer is no longer an option.This worldwide outage was both unforeseeable and beyond our control and requested a cancelation under force majeure.

  Business Response

  Date: 08/06/2024

  Tell us why here...During the purchase you chose to be invoiced, at that point the upgrade and invoice were released with net 14-day terms. The upgrade took place immediately and the invoice is
  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.
  If we did not get this request in the 7-day satisfaction guarantee the contract stands for the remainder of the billing cycle.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22090314
  
  I am rejecting this response. Please respond to the request of prorated refund, as my request follows all requirements stated in the license agreement. The CrowdStrike Outage was Force Majeure, and we can no longer use this product. I request that you review the TeamViewer End User License Agreement and advise on next steps to get a partial refund. 

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

  Business Response

  Date: 08/07/2024

  During the purchase you chose to be invoiced, at that point the upgrade and invoice were released with net 14-day terms. The upgrade took place immediately and the invoice is
  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.
  If we did not get this request in the 7-day satisfaction guarantee the contract stands for the remainder of the billing cycle.

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22090314
  
  I am rejecting this response because:
  

  As stated previously due to the crowd strike outage the TeamViewer system did not perform and as a result, we can no longer use the subscription. We do not have ay control of either Crowd Strike or Team Viewer,but we do have control over what vendors we use. In this case you did not perform.For transparency Im not asking for a full refund or anything that is unreasonable. Im asking for a prorated refund and open to your calculation or fair value asseement. For transparency it would be best that your license agreements were the same in all countries as if we were outside of ************* other values outside of the non-performance would apply such as.
  Does E.1.3.3. Termination of Subscription.
  a) to cancel ************ contract with Us; and
  b) to a refund for the unused portion, or to compensation for its reduced value.
  Provide customer support. You have used the word transparency,but Ive never been able to get ahold of a real person at Team Viewer to assist with a resolution and finding support emails and contacts is difficult. Most emails I receive from your company state the inbox is not monitored do not reply. I dont have many avenues to get this resolved and have tried calling,emailing, and using the only means available as a consumer.

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

  Business Response

  Date: 08/13/2024

  When you made the purchase, you opted for invoicing. Consequently, the upgrade and invoice were issued with a 14-day payment term. The upgrade was applied immediately.
  At TeamViewer, we strive to maintain transparency in all our policies, terms, and agreements. We are continuously working to enhance this transparency. We also encourage our customers to familiarize themselves with our terms and review the invoices we provide.
  If we did not receive this request within the 7-day satisfaction guarantee period, the contract remains in effect for the rest of the billing cycle.

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22090314
  
  I am rejecting this response because:

  This partial refund request was made following an unforeseen and severe cybersecurity incident that has rendered the software unusable for our company's critical operations.
  
  Our company, based in **********, operates secure power plants that require strict adherence to regulatory requirements, including continuous monitoring and robust security protocols. The recent CrowdStrike outage in late July critically impacted our cybersecurity infrastructure, leading to a situation where we could no longer use TeamViewer to manage remote access securely. This outage, which was entirely unforeseeable and beyond our control, forced us to overhaul our network security protocols, resulting in the removal of TeamViewer from our systems.

  
  Grounds for Refund (Please review your provided user license agreement, and I've attached a copy for your ease of viewing.) 
  1. Force Majeure: While I understand that your **** may not explicitly contain a force majeure clause, the situation we encountered fits the criteria for such an exception. The cybersecurity incident was extraordinary and unforeseeable, directly impacting our ability to use TeamViewer for its intended purpose. Denying a refund under these circumstances would be unreasonable, as the incident was beyond our control and critically disrupted our operations.
  2. Impossibility of Performance: As a result of the incident, our company is unable to use TeamViewer without risking non-compliance with regulatory requirements. This constitutes an impossibility of performance, a recognized legal principle that can justify the termination of a contract. Continuing to charge us for a service that we can no longer use safely is neither fair nor justifiable.
  3. Compliance with California Law: As a company operating in **********, we are protected by state consumer protection laws, including the Consumer Legal Remedies Act (CLRA) and the Unfair Competition Law (UCL). These laws prohibit businesses from engaging in unfair practices, which could include denying a refund under circumstances where the product or service has become unusable due to no fault of the consumer. Given that we had to stop using TeamViewer due to an external event that compromised our ability to operate securely, continuing to hold us to the contract without providing a refund may constitute an unfair business practice.

  
  Request for Resolution
  In light of these points, I respectfully request a pro-rated refund for the remaining portion of our subscription. I believe this is a fair and reasonable resolution, considering the unforeseeable nature of the incident and its impact on our ability to use TeamViewer.

  
  Please let me know how you would like to proceed. I'm hopeful that we can resolve this matter amicably and avoid further escalation.
  Thank you for your attention to this matter. I look forward to your prompt response.

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

• Initial Complaint

  Date:07/30/2024

  Type:Product 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 have been using TeamViewer since 2012 (in ******). First time I paid the TeamViewer (US) invoice in July 2023, didn't sign a contract, and wasn't aware it was a subscription. I totally forgot about this, as I never actually used the service. The price was around $500.On July 23rd, 2024, I received a new invoice for $640. I was unable to send them an email due to the non-reply addresses they use, unable to fill out the contact form (errors, got screenshots), and unable to "activate the customer portal to submit a ticket" due to their site not accepting my invoice number (got screenshots).Later, when I finally reached their office, they accepted my service and renewal cancellation notice. An hour later, I received a call from their employee confirming that both the subscription and the renewal were canceled. Then I got a notification by email stating that I have to pay for another year.As per the ****, they should have notified me of the price change 75 days prior to renewal. They didn't. They also confirmed in their email, that they should notify people 60 and 30 days prior to renewal. They sent me a single email only 30 days prior to renewal (on a Saturday), giving me A WEEKEND to respond / cancel, which I didn't do.Now,1) They ignore the fact that they called me and confirmed cancellation of service and renewal.2) When I asked to cancel the service, they intentionally confused that to canceling the renewal.3) They ignore the fact that they didn't send me the 75-day price increase notice and the 60-day renewal notice.As earlier mentioned, they block most communication channels with ************ The ********************************** email address can be found only in the *********2) The contact forms don't work (got screenshots).3) The support site doesn't allow submitting tickets prior to "activating with the invoice number," which didn't work with my invoice number.They also harass my bank with attempts to charge my card, although I prohibited that in writing.

  Business Response

  Date: 08/07/2024

  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 Answer

  Date: 08/08/2024

   
  Complaint: 22063037
  
  I am rejecting this response because:

  1) This isn't addressing my request to stop harassing me with your services and threatening me with collectors, TeamViewer. This isn't either accepting or not accepting the arguments of the **** requirement to discuss/confirm the price change prior to changing the price, and notifying properly, instead of doing it 2 days before a non-authorized renewal.
  2) The topic of trying to be as transparent as you can includes informing people in a timely manner, including at the moment when you sell the services (which wasn't told or written), and further, giving notices and information on price changes. None of that was done or done properly. Shame on you guys.
  

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

  Business Response

  Date: 08/13/2024

  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 Answer

  Date: 08/14/2024

   
  Complaint: 22063037
  
  I am rejecting this response because:

  The TeamViewer US company is lying again. They never sent me proper renewal notifications (only one, 2 days before renewal, on a Saturday, leaving me no chance). They also didn't send me the price change notification, which is mandatory. The statement "We sent renewal reminders and have discussed our terms with you" is a lie. Shame on you, guys. Let your rating go down to F, where you belong.
  

  Sincerely,
  

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

• Initial Complaint

  Date:07/29/2024

  Type:Product 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 tried to cancel Teamviewer business license one day before the trial expired. Because I got Covid and very sick at that moment and Teamviewer website is very confusing if not misleading for the cancellation. You will have to be in a clear mind to click several times in order to cancel it since Teamviewer will ask you several times if you are sure to cancel or want to keep it instead. I found out the next day that I was still been charged the ONE YEAR fee then went to the website again, unfortunately I didn't cancel it successfully last time and I immediately cancelled again and sent Teamviewer a ticket for cancellation. I immediately contact with Teamviewer to ask for a refund but Teamviewer didn't really care ref ****** US dollars for another year which is a service I will never use or need. During the free trial period, I only tried to use once of the business license for a meeting since free version didn't work, but it turned out that even after I enrolled business license, ********************** still claim I am using a free version and kick me out of remote control after seconds. So the service is also bad.I dont understand why a not satisfaction service offered by teamviewer but it tried everyway to charge you a service you will never need for another year. Is this even a legal approach? Like a restaurant charge you every lunch for a full year but no matter how bad their food can be? ridiculous!I hope BBB can help me to get the refund.

  Business Response

  Date: 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 Answer

  Date: 08/06/2024

   
  Complaint: 22047953
  
  I am rejecting this response because:

  First I was just want to transfer a file from my work to my own computer for a meeting but TeamViewer said I cannot use free version. Then I upgraded it to business but still being told I am using free version and cut me off during meeting. I do not satisfy TeamViewer service and never activate the license after trial, however I still being charged for a year which cannot be changed or refunded. Okay, you should educate yourself too for not offering good service and making such ridiculous rules for costumers. Okay, people missed one day for the cancellation then they are screwed. I got you, how smart TeamViewer made such policy that is why I need to be educated enough to not fool by this. As I said I was sick and didn't cancel the policy before trial successfully. Okay I will eat up the 700 ish dollars cost but I will never touch TeamViewer again. 
  
  Sincerely,
  
  ***********

  Business Response

  Date: 08/08/2024

  Tell us wThank you for your message. There may be cases in which TeamViewer incorrectly detects commercial use. Since this continues to happen,it sounds like purchasing a license would be to your best benefit.
  TeamViewer has several different licenses which are tailored specifically to your needs. Our license starts at US$50p/m and goes up from there. Please check out our buy now page:*****************************************************. You can also get in touch with our sales team to take advantage of some of TeamViewers new customer offers.
  If you choose to move away from TeamViewer, we do understand. There are many other free services you could try utilizing.hy here...

  Customer Answer

  Date: 08/08/2024

   
  Complaint: 22047953
  
  I am rejecting this response because:

  TeamViewer didn't answer my question neither solve my issue with TeamViewer. I would like to get refund for my subscription of business license, I never activate it and never used it. My TeamViewer account license is ********.

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

• Initial Complaint

  Date:07/24/2024

  Type:Order 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.

  The Teamviewer company says that I need to inform them 28 days before my renewal to cancel the autorenewal of the software. I informed them 1 day before the auto renewal since I was unaware of the 28 day rule.

  Business Response

  Date: 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 Answer

  Date: 08/07/2024

   
  Complaint: 22037351
  
  I am rejecting this response because: In the current state of the economy your policy for the number of days notice needs to be decreased  no more than 2 weeks notice.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/12/2024

  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 5/28/24,6/22/24 with a specialist reaching out 7/24/24. 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.

• Initial Complaint

  Date:07/19/2024

  Type:Billing 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.

  On May 7, 2024, my business credit card was drafter $610.80 by TeamViewer. In 2021 and for part of 2022, we used TeamViewer services. In May of 2023, we were charged again for TeamViewer, even though we had not used their services for months. They explained on the phone at the time that we had to, in writing, cancel our services a month ahead of renewal to avoid further charges. At that time, I was frustrated but agreed to their terms. I verbally asked to cancel, sent a written request for cancelation via mail, and also emailed TeamViewer that I wished to cancel my services. Fast forward a year, TeamViewer has again drafted my card for the aforementioned $610.80. I thought that this was a fraudulent charge as my credit card has changed twice and I couldn't even understand how they would have even acquired the new information. I spent an hour with ***** Fargo fraud, and they refunded my charge. A month later, I received a notice that I was being sent to collections by TeamViewer. I assumed that I could reach out to them and explain the situation and they would drop the collections. But instead, they are saying that they never had/received any of this communication from me and refuse to drop the issue. My business and my personal credit are impeccable, and I have never once been sent to collections. I am a pharmacist running a healthcare business and pay all of my debts. I have never filed a complaint with the BBB. But I feel I have no further recourse. It appears this is a common complaint from past users of TeamViewer--this honestly feels criminal. Can the BBB help me get this collections dropped?

  Business Response

  Date: 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 Answer

  Date: 08/07/2024

   
  Complaint: 22010673
  
  I am rejecting this response because:
  Teamviewer is still trying to collect fees that they say are owed even though I followed their policy for being unenrolled from an automatic payment. They say they have unenrolled me for FUTURE payments but are still seeking past payments, which is completely unacceptable. This is criminal behavior. I've read online from many other people in this position--this business should not be allowed to behave like this. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/12/2024

  TeamViewer strives to be as transparent as possible with all our policies and procedures. We have records indicating that renewal reminders were sent to you on 3/10/24, and 4/4/24. You were subsequently billed on 5/7/2024 However, you attempted to cancel on 6/28/2024, which was past the policy date.
  We are continuously working to enhance our processes and make them more transparent. We also encourage our customers to familiarize themselves with our terms and review the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer Answer

  Date: 08/20/2024

   
  Complaint: 22010673
  
  I am rejecting this response because:

  I don't know how many times that I have to explain that I canceled service over a year ago and then was charged AGAIN.  I understand that you are saying that I will not be charged any further (which I do not believe because this didn't happen when you said it wouldn't happen again last year).  But you are STILL seeking payment for the charge from this year which doesn't make any sense since I canceled LAST year.  You are just failing to recognize that cancelation request from that time, which is why I think that this whole thing is a scam and consumers should be warned against this business.  I will only accept a resolution to this problem if you stop seeking payment from this year.  I run a business with outstanding credit and history of paying my bills on-time, without issue.  But TeamViewer is trying to take advantage of me with this business practice.  

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

• Initial Complaint

  Date:07/18/2024

  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 mistakenly signed up for the trial, within the first 10 minutes I called in to the customer service to have it canceled. They would not cancel it for me and were telling me I need to do it myself. They explained the steps to cancel, which I followed. A month later they charged me over $600 and will not refund because they say I did not cancel the trial. This is a scam.

  Business Response

  Date: 08/06/2024

  During the purchase you chose to be invoiced, at that point the upgrade and invoice were released with net 14-day terms. The upgrade took place immediately and the invoice is
  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.
  If we did not get this request in the 7-day satisfaction guarantee the contract stands for the remainder of the billing cycle.

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 22006297
  
  I am rejecting this response because: I signed up for a trial with TeamViewer. It did not work on my computer and I was receiving error messages. I was never able to use it and called in to cancel immediately after signing up for the trial. I was told on the call that I cannot cancel over the phone or through email and needed to cancel it myself. I followed the steps given to cancel the trial and close my account. The trial was signed up for on 6/13/24 at 10:17am EST and I called into cancel on 6/13/24 at 11:04am EST. The trial was canceled on 6/13/24 at 11:16am EST. On 7/14/24 to my surprise, TeamViewer charged my credit card $610.80 even though my account was already canceled and closed. They refused to refund even after acknowledging my cancellation. I filed a dispute with my credit card company to receive my refund. Now on 8/27/24 TeamViewer is threatening to send my account to collections. I am demanding TeamViewer to cancel this invoice and not send it to collections.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 08/30/2024

  TeamViewer strives to be as transparent as possible with all our policies. We 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 Answer

  Date: 09/04/2024

   
  Complaint: 22006297
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************