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:09/06/2023

  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.

  We bought a lifetime license from ********************** in 2011. The software is used to connect to remote computers. They have recently discontinued connectivity to remote computers, allowing you to only connect to computers on your LAN (whatever is on the same network as you, in other words).They claim this is okay, because they havent discontinued access to ALL other computers, just the ones not on your network, so they arent violating their lifetime license obligations.This is like someone selling you a car, and one day it cant leave your driveway. Its still technically a car, and it still technically drives, but it doesnt do what you bought it for.A lot of people are talking about a class action lawsuit.My invoices are: ********* & *********

  Business Response

  Date: 09/07/2023

  Thank you for contacting TeamViewer.
  
  We are continuously deprecating outdated software to proactively keep up with the safety standards of our products.
  
  We, therefore, offered you a trial of version 15 until December of 2022, to meet the contractual commitments for the minimum lifetime of server support previously provided for version 7. This trial has expired, and action is required if you wish to continue using TeamViewer in a professional environment.
  
  Kindly refer to the public statement regarding end-of-life for older versions:
  **********************************************************************************************************************************************************
  
  Our sales team would be happy to help you take advantage of the latest available features based on your current needs. This will ensure you are able to receive the latest software and updates at a discounted rate. 

  Customer Answer

  Date: 09/07/2023

   
  Complaint: 20560178
  
  I am rejecting this response because:

  Im not happy with their boilerplate response. They have retroactively decided to deny their responsibility.  There was no end-of-life described at the time of sale, only that it was a lifetime license. This is false advertising/fraud.

   

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

• Initial Complaint

  Date:09/05/2023

  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.

  ***************** ************ *********************************************************** ************************ Business info: TeamViewer US, Inc.address:**************************************************************-3137 Dear H363137**3238313831H and H33**37303034363132**H, I have been using H33**37303034363132**H as a private non-commercial user for a long time. It is a great software. However, recently, no matter which computer I&#**;m trying to connect to, It tells me it is for commercial use which is an error. Actually it is 100% personal computer and personal use. All computers are connected to the home network. I have contacted H33**37303034363132**H, but they did not investigate anything and just asked me to pay for a commercial subscription which is ridiculous. Could H33**37303034363132**H double check and remove that commercial use restrictions please? I am very willing to work with them. Thanks a lot!

  Business Response

  Date: 09/07/2023

  Thank you for your message. There may be cases in which TeamViewer incorrectly detects commercial use. Due to the fact that is continues to happen, it sounds like purchasing a license would be in your best benefit.

  TeamViewer has several different licenses which are tailored specifically to your needs. 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 other free platforms out there that can be utilized. For more information regarding what TeamViewer considers 'personal use' or 'commercial use' please visit our community page - community.teamviewer.com. 

   

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20555853
  
  I am rejecting this response because:  Apparently, Teamviewer does not want to solve the mistake they created (maybe even on purpose) and try to force personal use customers to buy their license.  I will continue to report **********************'s behavior to social media and government authorities until it is resolved.

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

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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.

  I was contacted by TeamViewer a few months ago about an account that was going to renew. The account was not mine, nor do I have any records of purchase or use. I attempted to reply to said emails to inquire about the account, as I have no records of signing up or paying for a paid TeamViewer account. I received no contact back from the company until I was told I was being sent to collections. The data they have on file, as well as the payment method, are not mine nor are they affiliated to me in any way. They are from a State on the other side of the country from me thousands of miles away. My name and personal email address have been used, but that is the only information of mine on this account. Their support staff even went so far as to close the open dispute, refused to respond to requests for information, and gave misinformation about their process. To add to that, per the information provided from the potentially fraudulent debt collection agency, the account was used one time on the date of sign up, and then never touched again. The account was not activated on their website until I attempted to dispute the charges. I noticed that the company does not seem to follow CA CCPA regulations for online subscription services, to the end that there is no easy way to immediately cancel the subscription, per CA AB-390. I believe they are operating in the ******************* without the necessary attention to the laws and regulations voted on by our citizens and put in place by our state government. To that end I believe that the TeamViewer company is fraudulently infringing upon the rights of the citizens of the *******************. Their egregious disregard for regulatory compliance as well as their fraudulent collection behaviors on obviously mismanaged systems have placed me in a very stressful situation that I would like remedied immediately.

  Business Response

  Date: 09/07/2023

  We apologize for the experience you have had with TeamViewer.  
  
  After reviewing your case we have decided to make an exception in your case and cancel out the unpaid invoice as a courtesy. Please keep this email as confirmation that we have cancelled the outstanding invoice, and you should see no further collection attempts. 
  
  Please let us know if you need anything additional.
  

  Customer Answer

  Date: 09/07/2023

   
  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. As long as all attempts to collect are stopped, the invoice is made null and the account is completely closed this is an amicable outcome. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/28/2023

  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.

  This company likes to charge really high fees for no service. They already charged me for a subscription once this year on a company that I closed over 6 months ago, but becasue I did not issue 28 day cancellation notice they refused to provide a refund. In that conversation they did confirm that they had cancelled my license renewal for 8/27/23. Well, here ********/28/23 and my account was charged $600 for a subscription that THEY cancelled in June. So unethical, uncaring, and unlawful company.

  Business Response

  Date: 09/11/2023

  Thank-you for reaching out. 

  TeamViewer identified that you did indeed have 2 accounts in our system which led to the double billing. We are sorry that the August renewal was not taken care of as promised. We did cancel out invoice R02450840 with credit note - G00109348 (see attached). We do still see that invoice R02381120 is unpaid but we have also terminated all future renewals so you should not see any automatic renewals in the future. I understand you say the business has closed; can you please share some official documentation that the business is no longer operating? 

• Initial Complaint

  Date:08/16/2023

  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.

  I want to cancel my subscription with TeamViewer. I originally purchased it on September 28, 2022, with order number "79U000012761", I then just recently received a renewal notice "TeamViewer subscription renewal Sales order *********" on Tue 01-Aug-2023. Since then I have attempted to use the chat dialog to cancel the subscription, I was informed it was only possible to do that through the online portal, or more critically through a support ticket. A support ticket was created [#********], termination -- Thu 10-Aug-2023, and there has since been no response on the ticket. when you in the chat dialog it gives multiple options but no real live service agent after you've contacted them once. I also tried to call to get my invoice number (which I never received) in order to access the customer portal. on the phone and in the chat dialog box (I am actually DEAF and hard of hearing) and you basically get the run-around. press this button to speak to someone in cancelation department, only to have the phone hang up on you. so basically you can't get help, get the run-around, and it's become impossible to cancel the subscription. you don't have the information that you were never given, so hence this report in an attempt to get this issue resolved. and on top of that, what I originally intended to use teamviewer for has never worked for me, so it's sat in disuse for almost a year, and now I can't cancel. and the rules very clearly state that if no ticket is created within 28 days of renewal you'll be automatically charged and it can go to a collection agency coupled with a credit report dent.

  Business Response

  Date: 09/07/2023

  We apologize for the lack of communication on our behalf. 
  
  Please keep this email as confirmation that we have terminated your upcoming renewal. You will have access to your license until 09/26/2023 of which it will not renew again. 
  
  Please let us know if you need anything additional. 
  
  

  Customer Answer

  Date: 09/07/2023

   
  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

  Date:08/14/2023

  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 signed up with TeamViewer and they forced me to pay for one year of subscription upfront in March 2023. At the time of signing up, everything is so rosey and beautiful on the website about their services and customer service. Coming to try their services, I frequently got bumped off their server, got an interrupted connection or got flat-out blocked by TeamViewer. I sent so many tickets to repair/fix whatever is not working, the reply came back very delayed and when there was no need for it. I realized then that this company is an operated from outside ***************** by people who probably do not speak/ understand English very well. I also realized that the only thing this company can handle very compitently is charging a customer credit card quickly and flawlessly.I filed a dispute with my credit card company based on the fact that TeamViewer was not responding to my customer service emails and request to fix what's broken on their side. They failed to respond to My credit card investigation, and thus my credit card issues a refund of what they had charged me. TeamViewer should be ashamed of themselves. The way they ignore their customers and when there is a problem, they run to their crooked collection agency. This TeamViewer should be wiped out of the list of good and reputable companies.

  Business Response

  Date: 09/12/2023

  Thank-you for reaching us. 

  TeamViewer is willing to make an exception as meet you in the middle due to the problems you have had with us. Because the chargeback took place the invoice is now in an open state again and sent to our 3rd party debt collections agency. The license was used for 4 months so we are willing to only charge you for the time used (March -> June). With your approval we will recalculate your invoice to US$99.60 (298.80/12=24.90*4=99.60) and terminate all future renewals.

  Please let me know if you accept our proposal. 

• Initial Complaint

  Date:08/11/2023

  Type:Service or Repair 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.

  I had disputed the charge for this service with my CC. I think their 1 month advanced cancelation policy is a scam, but they are legally allowed to run that scam if stated on the contract. Most companies will have a conversation about that, not TeamViewer. That dispute was lost by me, so this invoice was paid. Now 6 weeks after that event happened and the bill was paid, my account was shut off for no payment. It has been days and I have no response to this issue. I have paid for service that they blocked me from and will not resolve the issue. My attachments show when the dispute happened, my lost dispute with my credit card, my payment, the inability to use the software due to licensing, and their inability to answer my support ticket.I would like a refund of this service. You cannot charge someone, remove their access, then not respond to them.

  Business Response

  Date: 08/24/2023

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.

  We so see the license is still actively being used as of August. All of your future renewals have indeed been terminated by TeamViewer and services will expire on 05/23/2024. 

  Customer Answer

  Date: 08/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and found that TeamViewer doesn't even understand what the situation was or what has already happened. The fact is that TeamViewer shut off my account because they refunded my money, and that is a perfectly satisfactory response. I find it funny that their response to BBB was to say my account is active, will be until May of next year, and they will not refund the money. They shut off my account because they refunded my money to the original credit card and nobody told me they did that until after I filed this complaint. I have my money back and they shut down my account, so I am happy to resolve this complaint. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/07/2023

  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.

  Last year my subscription came up for renewal and I spoke with their client retention team. They informed me that it was too late to modify my subscription but if I paid my 2022 invoice they would see to it that this year it would be modified. Now I find that I again am being billed for $5,289.60 due on 8/11/2023. I have repeatedly attempted to contact them by phone only to be disconnected before reaching someone. Today I was finally able to talk to a representative at 4pm PST only to be told that the department I need to talk to has left for the week despite their stating on the website availabily until 5pm. Supposedly someone will be contacting me Monday,

  Business Response

  Date: 08/16/2023

  Hi *****, 

  I apologize for the experience you have had with us. After reviewing your account, it looks like we were able to get you in touch with our Customer Retention Team who was able to amicably solve this issue with you. 

  Can you please confirm you are satisfied with the outcome we provided? 

• Initial Complaint

  Date:08/03/2023

  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.

  I purchased a remote desktop service from Team Viewer. I used it for several years. Before the renewal for 2023, I called to cancel my subscription. They sent me an email to verify my cancellation. I forgot to respond. Later I saw a charge on my credit card. I called the customer service and told them I already cancelled my service. They said I missed to respond that email. I repeated my cancellation request. They denied because they said it should be done 30 days before the expiration. it is a one year subscription and they demanded me to pay the whole year. I rejected to pay. They refunded my payment and send my invoice to a collection agency (www.creditreform-us.com). I did a research online. I am not the only victim. There are a lots of complaints about this. We are all being sent to this collection agency. Please protect the US consumers from these scammers.

  Business Response

  Date: 08/16/2023

  I first want to apologize for the experience you have had with us. I do see the ticket you are referencing and forgot to respond to - 41041143. Because we can see you had the intent to cancel on time, but the email slipped through the cracks, we are willing to make an exception.
  
  However, before we do any adjustments, I do see the license was still used into June and you do have a very good price. The list price for the license you have is US$******, I would hate to see you need licensing in the future and be subject to paying list price. Is there any need for you to have Remote Access capabilities with TeamViewer in the future?
  

  Customer Answer

  Date: 08/18/2023

   
  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 want them to make an adjustment to my account and cancel the payment demand from me. I am no longer interested in continuing my service. 
  
  Sincerely,
  
  Hakan Sahsivar

• Initial Complaint

  Date:07/31/2023

  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 hope this letter finds everyone well. I am writing to file a formal complaint against TeamViewer regarding their handling of my subscription account, which has resulted in my name being sent to a debt collector. I kindly request your assistance in resolving this matter promptly.On January 3rd, 2022, I subscribed to TeamViewer's services under account number ********. I made an initial payment of $177.63 at that time; regrettably the subscription was set up in a manner that did not provide an option to opt-out of auto-renewal, which led to unforeseen issues later on.Due to circumstances beyond my control, I lost the credit card I had used for the initial payment and had no option but to block it for security reasons. Subsequently, I obtained a new credit card and inadvertently forgot about the ongoing subscription.To my surprise, in July 2023, I received a notification indicating that TeamViewer had forwarded my account to a debt collector, seeking a payment of $610 for the subscription. I was neither informed nor reminded about the pending charges throughout the year and was never provided with any opportunity to address the matter prior to this action.Upon contacting TeamViewer to clarify the situation, I was met with insistence on paying the outstanding amount, despite having never utilized the service after Jan 2023. Moreover, I no longer require TeamViewer's services, making the demand for payment unjustified and unreasonable.I find it deeply concerning TeamViewer would resort to involving a debt collector for a subscription-based matter without any prior communication or attempt to resolve the issue amicably. This approach demonstrates a lack of consideration for their customers and is wholly unfair and detrimental to the consumer's credit score and overall financial well-being.I firmly believe that TeamViewer's actions have been unreasonable and detrimental to my financial standing, causing unwarranted distress and inconvenience.Sincerely,

  Business Response

  Date: 08/16/2023

  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 11/7/2022 and again on 12/2/2022. When we heard back with no objections the license auto renewed on 01/04/2023 as agreed to when you accepted our **** and activated the license. We also sent payment reminders on 01/19/2023, 01/26/2023, 02/02/2023, 02/23/2023 and our final attempt to reach you on 05/18/2023 which is when the account was sent to third party collections. All communication was sent to: ***********************.

  Our Retention team has tried to reach out to you directly on 07/28/2023 in regard to ticket number 43356003 where we did offer a settlement agreement. However, we have not heard back from you. Can you please let us know if there is a better email or phone number to reach you on? TeamViewer is happy to settle this directly with you please let us know the best way to reach you. 

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20397441
  
  I am rejecting this response because: It has come to my attention that the renewal reminders and invoice emails were directed to my email's spam folder, and that led to my lack of awareness regarding the impending renewal. On the other hand, you didn't try to contact me either by phone when you have my numbers on the file though. In addition, I must express my concerns regarding the decision to pursue payment aggressively, to the extent of jeopardizing an individual's financial well-being over a subscription matter, seems dishearteningly disproportionate and contrary to fostering a positive customer experience. Furthermore, I find it challenging to comprehend the rationale behind pursuing payment, whether at full or discounted rates, for a service I have not utilized since the initial billing cycle. Given that my engagement with TeamViewer ceased after the first cycle, I question the justification for such charge.

  I appreciate your willingness to engage in dialogue to address this issue here and offered a slightly discount to my "debt collection amount", but I will not agree to pay for a service that I have stopped even before my initial billing cycle ended.

  Sincerely,
  
  Quan Tu

  Business Response

  Date: 09/07/2023

  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. Unfortunately, TeamViewer cannot control where our emails land and we have over ******* subscribers and do not have the capacity to call all customers. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.

  All of your future renewals have indeed been terminated by TeamViewer. As for the current renewal in question, we are happy to work with you and meet you in the middle. We have sent you a settlement offer back on 08/16/2023 to square away directly with TeamViewer. If you would please review the offer and get back to us that would be great. 

  Customer Answer

  Date: 09/09/2023

   
  Complaint: 20397441
  
  I am rejecting this response because I've never utilized TeamViewer's services in the past, and I don't foresee needing them in the future. As a result, the automatic renewal feels unnecessary to me, and it puts me in a situation where I'm compelled to pay for something I won't use.

  Why do you keep forcing me to pay for a service that I have never used? I will not pay any amount no matter what because this new service is something that I have never touched /used and will never use again ever! Even during my first circle bill, I stopped using your service long before my deadline already. 

  In addition, your auto-renewal is setup as a trap to users, and you will go out of your way and further to destroy one's credit score just because of a subscription; that is enough to show your business model and how you treat your customers already. 
  
  It's very concerning and frustrating to be asked to pay for a service I've never used. This situation appears to be unreasonable and needs to be addressed!
  

  Best,
  Quan Tu