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:02/12/2024

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  ****************

• 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 have been using TeamViewer for many years. I had a business account. Last year when I was notified, my account would almost double, I tried to cancel my account. I sent a letter, I tried to call, only to be stuck on hold and finally hung up on. My service was discontinued the day my payment was NOT made. I had to cancel my credit card in order to do it. I have been sent notices of payment for which I have replied to the email that I no longer wish to have the account and I again tried to call. As of this email, I have still not been able to contact TeamViewer. I was contacted by ***** ************** of ********, a collection agency. I told them my story and how I fear that if I pay TV will continue to try and collect for the service. I was assured that I would not be further charged. I then asked that if I paid, since I did NOT receive the service, would I be granted at least a years service since it was going to be paid. I was told that ***** ************** was not in direct contact with TeamViewer but worked as a US collection for the *************** I will wind up paying the subscription for services not rendered. In my opinion this is outright theft. TeamViewer, while a great product is expensive and deceptive. Please be careful when you purchase this product.

  Business Response

  Date: 02/29/2024

  Thank-you for reaching out. I can confirm that the debt can be paid to TeamViewer direct or the collection agency, but we do coordinate with each other, and we would not try to double collect from you. I will also extend a $0 license to you for 1 year if you settle the debt with us and we will make sure that the license would not auto-renew again. Below you will find a secure payment link to pay TeamViewer directly and settle the debt: ****************************************. Please let us know if you accept our offer. 

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 attempted to cancel and receive a pro-rated refund for the annual renewal of our TeamViewer services. However, we were met with unfair and unreasonable practices. We were not aware of the auto-renewal charge until we reviewed our credit card statement on December 14, 2023, which showed a charge of $456.19 for the November 30, 2023 renewal. On the same day, we immediately contacted them to cancel and requested a pro-rated refund. Its phone support informed us that we could request such cancellation and refund via email confirmation, which we confirmed on the same day. However, TeamViewer EMAIL support notified us that it requires user to notify cancelation 21 days prior to auto-annual renewal date and refuse ANY refund However, we did NOT know Nov 30 charge was coming 21 days prior. Even though we no longer need the service and notified them immediately when we became aware of the renewal charge, they refuse the pro-rated refund We as user has made every attempt to notify ********************** in timely fashion, they simply ignored our reasons and insisted on unfair and unreasonable cancelation rules even though, the annual period has passed on 15 days out of 12 months. We therefore request prorated refund of $437.18 for the following invoice Account : ******** Custome : Panpacific Trading Invoice : R02661214 Amount refund requested : $437.18 (Dec 15, 23 - Nov 30, 24 refund as we notified the cancelation on Dec 14, 2023)

  Business Response

  Date: 02/29/2024

  Thank-you for your message. TeamViewer does require a 28-day notice of cancellation prior to the renewal date. We sent out a price increase notification on 9/20/2023 and then a second renewal reminder on 10/28/2023 to: *****************. When we did not hear any objections, the license auto renewed as it has been since 2017.

  TeamViewer does not offer prorated refunds, but I would be happy to meet you in the middle and remove the 33% increase for this year and give you a partial refund and we will leave the license terminated for all future renewals. The refund amount would total $113.19, and invoice would be recalculated to $343.00. This would leave you license active and able to be used for the remainder of the 2024 - 2025 cycle, ********************************* a terminated state, so this does not happen again. Please let us know if you accept our offer. 

  Customer Answer

  Date: 03/01/2024

   
  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.

  Please notify the business for refund.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:01/25/2024

  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.

  Hello. Without any explanation I was charged the amount $1560.64 from $1173.41 for the previous year. It is an increase of $387.23 or an increase of 33 percent without my acknowledgement or outside of any contractual obligations. I opened the ticket ********, spent 2 weeks waiting and multiple calls later, they simply closed it. Upon my inquiry, here is the reply:"Dear Customer, This ticket is closed. Please open a new request through our portal, if you require further support."This company is completely out of control. I will have no choice other when dispute the charges with my credit card and file a complaint with ********** of *********

  Business Response

  Date: 02/29/2024

  Thank-you for your message. I see that your already worked with a TeamViewer representative and worked out a solution. Can you confirm if we can close this case out? 

• Initial Complaint

  Date:01/12/2024

  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 a TeamViewer subscription a few weeks prior to its renewal date, only to be informed by TeamViewer that they require cancellations *28 days prior* to the renewal date, that there was nothing they could do, and that if we didnt pay we would be sent to collections. Absolute garbage policy, terrible customer support, and awful business model. The company and product has gone way downhill in the last few years.

  Business Response

  Date: 01/25/2024

  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time purchase, activation, and receipt of the invoice.

  TeamViewer does send 2 renewal reminders to build the transparency around the auto-renewal. Renewal reminders were sent to: ********************************* on 11/22/2023 and 12/17/2023 (please see attachments with copies). When we did not hear back from you the license auto renewed as all ********************** subscriptions do. This is also found, stated, and accepted within the **** which was agreed to upon activation. (***********************************************)

  
  I understand you have moved to a new vendor; we are happy to review your proposal with this other vendor and work with you on pricing. We look forward to seeing the proposal and finding a 'meet in the middle' solution. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21127882
  
  This is the first time you have ever tried to charge us this amount ($2394.46), and the first quote we received showing this amount was on January 10th, **** (See attached).

  Upon receiving the quote, I requested cancellation *immediately* (within minutes).

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

• Initial Complaint

  Date:12/28/2023

  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 Oct. 5, 2023 I clearly replied to a support ticket I will be cancelling my account as the product was still not working despite two service tickets being open for 7 months. I also made multiple attempts to call and speak to my account representative to cancel. Company refuses to acknowledge my cancellation requests and has made the cancellation process nearly impossible. They sent me invoice R02605390-20231107-001820.PDF for the amount of $767.34 CAD dated 06 November, **** and are threatening further action. I have replied to them multiple times without success. References: Re: [#********], TeamViewer Cancellation ************************* - Retention/Collections Specialist TeamViewer US. **** * ********************************************************************* *************** *************** www.teamviewer.com

  Business Response

  Date: 01/25/2024

  I am reviewing your case and I do not see your cancellation request. In May of 2023 you submitted a request to downgrade your license from our Corporate Subscription to our Single User Business subscription ([#********] ********************** - Downgrade to BL : TeamViewer and screenshot attached). We honored that request and scheduled your downgrade to happen at time of renewal 11/7/2023. The downgraded license was used up until the license was suspended for non-payment (usage report attached). As soon as payment is made services will be restored and can be used for the remainder of the contract term.

  Can you make payment using the secure payment link at the bottom of your invoice. Once payment is made services will be restored for the remainder of this term and we will leave the account in terminated state for the **** auto-renewal.

• Initial Complaint

  Date:12/28/2023

  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.

  Teamviewer is dealing in bad faith with a paying business customer of many years. We own a premium subscription and knew well in advance our renewal was up at the end of the year. A written letter was sent by our accounting team to cancel the subscription about 1 1/2 months before renewal. This was the most they could do without having the Teamviewer login credentials. To be safe I logged in a few days before renewal to see if our subscription had been canceled and to my surprise not only was it not, but it also did not let me cancel online. The only option it had was to submit a request within 28 days of renewal through a ticket or written form. Now, I did not submit a ticket within this timeframe but surely that letter was delivered! I then called their customer service number and spoke to someone apart of their licensing team and they basically told us we were out of luck and that we'd have to pay for another year of service for something we no longer wanted nor needed. They couldn't even tell me what the justification was for needing 28 days in advance for canceling. Now, we've been a loyal customer for many years and if they cannot cancel a subscription in good faith then this company does not deserve a dime more than we have already given and we'll make this a legal dispute instead.

  Business Response

  Date: 01/25/2024

  I see one of our representatives worked with you and was able to provide and discount for the most recent invoice. TeamViewer has terminated all future renewals, so this does not happen again. You will have access to your license until 12/29/2024 of which it will not renew again. 

  Can you please confirm if you are satisfied or if there is anything else we can do? We look forward to your reply. 

• Initial Complaint

  Date:12/21/2023

  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.

  I would say a couple months back that this Company tried to scam **. Never approved purchase of anything from the. They even tried hacking our Bank Accounts and tried Charging off items at Stores. All of them were blocked and reported. Just received a Collection Letter along with Over Due Payment. TeamViewer ******* GmbH, Account # ******** Which would be false. Also Invoice # R02613544, another False Number. Says total amount due is $583.50 USD or ****** EUR. Website included is ***************************************************** Please Remove these People and get this off my Credit Report! Thank You.

  Business Response

  Date: 01/25/2024

  Security is one of TeamViewer's upmost values and we take security and privacy claims very seriously. This license was purchased back in 2022 and auto renewed in 2023, we can see the license was used consistently throughout the years of service. If you did not make or authorize this purchase, we recommend filing a police report. But we also recommend submitting a ticket with our privacy team to escalate and investigate this issue. 

  Please email ********************************** to open a ticket for our privacy team to investigate. Once submitted a representative will be in touch to base on next steps. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 21041564
  
  I am rejecting this response because: This Item was NEVER Purchased by Us. It has NEVER Been used by Us. Someone at this Company Hi-Jacked our accounts at our Bank, Tried to make other purchases on Cards that they did not have authority to do. This response is absolutely terrible. Keep trying to rip People off. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2023

  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.

  Although my company has been a customer of ********************** for several years, we decided to cancel our subscription due to their rising prices. We logged into our customer portal and opened a ticket to cancel our subscription, only to realize that subscriptions must be cancelled 28 days *prior* to the subscription renewal date.We thought we were in the clear, primarily because (1) the credit card saved to our TeamViewer account was no longer valid, and (2) we were no longer using the service after the subscription expired.Much to our surprise, we were subsequently hit with debt collection for $600 -- for a service that we have not used and have been trying to cancel. This is completely unacceptable, highly unethical behavior that borders on fraud. TeamViewer's cancellation policy is purposefully designed to make the process difficult, in order to wrangle an unwilling customer in for yet another year (and then charge/collect hundreds of dollars from them).

  Business Response

  Date: 01/25/2024

  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time purchase, activation, and receipt of the invoice. TeamViewer sends 2 renewal reminders to build transparency around the auto renewal, this is a courtesy in some states and requirement in others. If we did not receive this notification prior, then the contract auto renews for the year and as it has been since 2020. This is also found and stated in the **** which was agreed to upon purchase and activation. (***********************************************)
  
  TeamViewer sent a renewal reminder to: **************** on both 8/29/2023 and 9/23/2023 (please see emails attached). Payment will need to be fulfilled for the 2023 - 2024 renewal and we have terminated all future renewals with TeamViewer.

  Customer Answer

  Date: 01/26/2024

  I do not accept TeamViewer's response as valid. My primary grievance stems from the lack of transparency and "good faith" from TeamViewer regarding their cancellation policy. Here's how it goes:
  
  1. You receive two reminder emails from TeamViewer, letting you know that your subscription will renew soon. Hopefully these emails don't get gobbled up by your spam filter. In fine print, there is a statement dictating that cancellations must be initiated at least 28 days prior to your subscription renewal.
  
  2. You begin the cancellation policy, thinking that it will be simple. Unfortunately, due to hustle and bustle of life and business, you don't initiate this process at least 28 days prior to your renewal. Because there is no easy way to cancel a TeamViewer subscription, you must open a support ticket to begin the cancellation process.
  
  3. Your subscription ends. TeamViewer locks your account for non-payment while your support ticket to cancel their subscription is still unresolved. Side-note: this makes it a little difficult to continue the cancellation process.
  
  4. Your "invoice" gets shunted to a debt collection agency for a renewal plan that you have never used and had been trying to cancel. But hey, at least you were able to open a cancellation support ticket before your account was locked.
  
  5. You receive an email several months later, acknowledging your original support ticket to terminate the TeamViewer subscription and offering you a 15% discount on auto-renewal.
  
  It's like a Catch-22. And totally, utterly unethical.

• Initial Complaint

  Date:12/14/2023

  Type:Customer Service 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 used TeamViewer for nearly 10 years to help my family members with their computers, it has always been easy to use. I was logged into my mother's PC about half an hour ago and received a message that I was suspected of using TeamViewer professionally and my connection time would be limited. After around 5 minutes, I was disconnected from my mother's computer. I was not using TeamViewer professionally, I was helping my mother with her computer. How dare they accuse me with no backing or proof whatsoever!!!

  Business Response

  Date: 12/19/2023

  Thank you for your message. There may be cases in which TeamViewer incorrectly detects commercial use. Please visit the following to see how TeamViewer defines personal use: For personal use - TeamViewer Support
  
  You can request for your personal use account to be reset using the following: Reset Management - TeamViewer. 

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 21004415
  
  I am rejecting this response because none of the information provided gives me any assistance at all. I cannot find a way to do what I was informed to do in the reply from TeamViewer. I have tried both in the app and by logging into my TeamViewer account on my PC. My original request was for someone to contact me and that has not yet happened. If someone from TeamViewer will contact me with usefull information and/or assistance regarding this, I will happily accept the response.
  
  Sincerely,
  
  *************************