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:04/18/2023

  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 using the Teamviewer service for several years for my business, however I sold my clinics 12/16/2021. I kept the service longer as I needed access remotely to my work computer when away from it for custodian of records for the medical patients. In 2022 after receiving a renewal notice I opted not to renew the service and sent an email of my cancellation request, and tried calling as well, but was unable to get through. At renewal, they debited my business checking account anyway, so I filed a fraud case with my bank to get the money back. Then I went online and deleted my account with **********************, the login was ******************** I also have since closed the business banking accounts.I have since been harrassed by a collections agency trying to collect for a service I haven't used in over 18 months.

  Business Response

  Date: 05/12/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  Customer Answer

  Date: 05/12/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  My business was closed, I no longer had the info from Teamviewer from original signup, and I was not receiving timely mail or email as those addresses were no longer in use. I did get one email forwarded to my personal email about renewal, and attempted to reply with my cancellation request, but it was a no reply email.  One time I received a piece of mail that happened to be forwarded to me that had the account number and phone number so I attempted to call but was unable to get through.  After the account auto renewed, I deleted the account and filed a fraud case with my bank.  If no further steps for collection will be taken then I will find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/12/2023

  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.

  Teamviewer knows full well that their subscription contracts are abnormal to the industry and they just love to tout how their lawyers have made an air-tight contract that locks you in unless you cancel by logging into their site and filing a special support ticket. And because it is a contract, and they know they've got you whether you like it or not, there's no way they're going to relent and give you your money back, and if you have to talk to their rude people on the phone, they won't accept your cancellation that way, either.They also made sure there is no way to just self-cancel on your account page, nor are there any reminders about your account type/term/expiration/cost.This year, they upgraded my account to premium and charged me almost twice as much as last year, and so I filed their cancellation request AGAIN and this time included a privacy notification to take down all my information and account as follows, with this complaint as evidence:To Teamviewer: You do not have permission to house my data nor to bill me for any services. I want my subscription cancelled and my account deleted!Please provide in writing that my request has been fulfilled!RETENTION OF PERSONAL DATA Your personal data will be deleted once you withdraw consent, or, more generally, once the purpose for processing has ceased to exist. In some cases, TeamViewer is legally obligated to retain data for a certain period. Once this period has lapsed, TeamViewer will delete the data in accordance with data protection obligations.

  Business Response

  Date: 05/12/2023

  Based on our records you have always had a Premium License and was not upgraded. 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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

• Initial Complaint

  Date:04/04/2023

  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 signed up for Teamviewer and paid upfront for 1 year. They sent me a new invoice but I do not want to renew. At no point did I say that I would be renewing, I only agree to a one year term and paid up front for one year. I am no longer using the services which is why I did not renew the service. Teamviewer has sent me an email "As a final notice, we still havent received payment for your TeamViewer invoice (attached), overdue as of 12 February, 2023, *Due to nonpayment, your TeamViewer account will be suspended.." At no point did I say I want to renew and Teamviewer is trying to force me to renew a service that I do not want. Furthermore, they have acted in bad faith and have sent my account to a collections agency. I demand that TeamViewer stop harassing me and remove my account from the collection agency immediately.

  Business Response

  Date: 05/12/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

• Initial Complaint

  Date:03/27/2023

  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.

  Team viewer is using deceptive practices to obligate customers to a service contract. They advertise the software as free. Then when you use it, they prompt you that you should play fair and pay for the software, so I decided to go ahead and pay them $585 to use the software, not knowing that they were automatically signing me up for a subscription. I had cancelled the credit card that I initially used to purchase the software, or they would have automatically charged me again. Since they could not charge my credit card they contacted me letting me know payment was due for the subscription. I answered back that I no longer use the software. They continued to spam me and then turned me into collections, so to keep from going to collections I paid them another $585.

  Business Response

  Date: 03/28/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

• Initial Complaint

  Date:03/21/2023

  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 continues to limit free access when I (in **) and trying to assist my elderly mother or elderly grandmother with their computers. In the past, I went through the process of registering each TeamViewer ID and submitting the required pdf. They never responded to my inquiries so I uninstalled TeamViewer and due to the lack of professionalism from TeamView for the past 3 years, I have been using other remote applications. Recently I started using TeamViewer again but now I am getting the same message stating that I am using it for business when I am simply trying to help family members in a different state. This is incredibly frustrating and clearly a flaw in their ability to detect legitimate family support vs business purposes. Expected outcome is that TeamViewer either provide a license for the commercial version as the free version is not working OR they take the appropriate steps to register and stop blocking the TeamViewer IDs I used for user ********************

  Business Response

  Date: 05/12/2023

  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. Licenses start at **$50p/m and go up from there. Please check out out buy now page: ********************************************************* 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.

• Initial Complaint

  Date:03/15/2023

  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.

  Business auto ****************, and auto charged by card. Refused to accept any cancellation for an annual subscription. Due to financial hardship i am unable to pay this invoice in full and they threatened collections and refused to work with me. The company refused to offer any payment options other than a small discount for immediate payment. I was told i can not downgrade this subscription and that i am obligated, even though i never consented to it. Payment for a prior year isn't an automatic obligation of a future subscription. i do not want or need this subscription and i do not have to pay for a annual subscription on the basis of having had one in the past.

  Business Response

  Date: 03/29/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)

  I do see where a rep reached out to try and resolve this. I would like to have another representative reach out to see if we can come up with an agreement. 

  
  All future renewals with TeamViewer have been terminated this does not happen again. here...

• Initial Complaint

  Date:03/15/2023

  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.

  Upon googling there are a ton of complaints about TeamViewer's billing/business practices. I signed up for teamviewer personal (not business) which was ***** and later added another ***** for the year for access to 3 more computers (totaling 6 computers). The total cost is $169.99 for ******************************************************************************************************* two (upon googling other people have this issue with the software also) for me to be able to regain the ability to log back into those computers remotely again. If i don't go to the computer and reboot it teamviewer times out on the connection and doesn't connect again until the reboot when this happens. This is not functional and not a service worth my time and money when the whole purpose of the software is for you to keep the ability to remote connect to computers. I used the service for 3 months until i switched to splashtop due to the better reviews (and the rebooting problem didn't happen with them). Plus i like the service better than teamviewer. I terminated my subscription with teamviewer online but did not see an option to get a refund or at least a partial refund for the remaining 9 months. So i called teamviewer and the agent said they only have a 7 day refund policy from purchase. This should not be allowed in their contract as this is a subscription service. Every other subscription service i've dealt with have a partial refund policy. Even vpn services have partial refund, spotify, splashtop (one of their competitors) you name it (they all do). The agent on the phone only pointed out the ***** connections i made in those 3 months and wanted to troubleshoot their service. You can't troubleshoot an intermittent problem when other people report the same problem. Either way i don't want their service. The agent said the supervisor can't give refunds either and they have no department for customer satisfaction resolution. I will get my refund and they can't steal my money

  Business Response

  Date: 03/15/2023

  HI ***********,

  I do see that what you are explaining seems like something our support team can assist with. Our rep that you spoke with on 3/14/2023 offered to get you to support to assist but you declined.

  Per the **** (End User License Agreement) there are no credits if you terminate early as it is an annual subscription. Please let me know if we can get you to our support team to assist. 

• Initial Complaint

  Date:02/20/2023

  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.

  I have a premium account with TeamViewer with my company. Due to some unpaid invoice of $1300 circa, which I don't control, my corporate laptop and personal personal laptop have been locked and I can't use the service anymore. I understand the corporate laptop, I do not understand why I can't use my personal laptop as free user. My fault? Apparently I've used my corporate account with my personal laptop, so according to them I've used it for work and that is enough to block my personal laptop. I've contacted them on 2/7/2023, explained the situation, and the person at the phone was nice and told me the steps to do in order to have that fixed. I did, but it didn't work and my personal computer still is locked. I tried to contact them today ( 2/20/2023 ), I talked with *******. Different story. My personal laptop and its IP address are blocked. Period. And until that invoice is paid I can't use even my 'personal' laptop as free user. In other word my personal laptop and it's IP address is taken as 'hostage'. There is nothing I can do. To me this is an overwhelming aggressive policy. I'm going to switch to another service, sure, but in the meantime my computer and my mom's computer ( she is 80, in ***** ) are taken as hostages and cannot be connected anymore thanks to TeamViewer.

  Business Response

  Date: 03/14/2023

  Hi ******,

  Unfortunately, when an account that has a license applied is signed into a computer-the device will remember this account (even if it's a personal computer). So, while this is not a policy to block a personal device for non-payment then it can block it because it is tied to the TeamViewer ID/IP Address. 

  More than happy to work with whoever is responsible for this overdue invoice that needs to be paid that was associated with your account. Getting this paid would be the ideal solution for everyone involved. 

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19362307
  
  Thank you for your response. I am rejecting this response because:

  you are still asking me something I don't/can't control: a responsible for the overdue invoice that needs to be paid in order to fix this. I have no idea who, when and even why there is this invoice pending. And because of that you are refusing to unblock a personal device. Since this s about a free service, I guess there isn't really much more I can do.

  I was able to find a kind person to go to my mom's house and install a different service on her computer. Do you find this convenient for your business? I don't since I'm not going to use your service anymore. 

  Naturally we can consider the case closed.

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

• Initial Complaint

  Date:02/09/2023

  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.

  I canceled my contract online and tried several times to contact someone to verify but they renewed my subscription anyway and are now threatening to send me to collections if I don't pay.

  Business Response

  Date: 02/28/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19369519
  
  I am rejecting this response because:

  I already went through the process of cancellation and cancelled the subscription.  Also, the process of cancelling was made so incredibly difficult and took so long, I suspected that your company would deny ever receiving the notice of cancellation even after the cancellation was submitted.  My suspicions where further verified by numerous reviews of your company taking advantage customers in the exact same way.  Therefore, the only thing that was obvious on your site was how to pay, so I changed my credit card to one that was no longer valid to ensure you would take advantage of me.  

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

• Initial Complaint

  Date:02/01/2023

  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.

  I sold my business about a year ago. I had an annual subscription. I did not know that teamviewer have automatic renewal. I have not used their service for a long time. I found out that they have been trying to bill me and their email went into my spam folder. I recently receive a collection bill from them. I tried calling them to get it resolved but unable to get ahold of anyone. My invoice number is R01909716. I want this renewal cancelled and stop the harassing collection email. I have not used your service for awhile and my business has been sold.Thanks

  Business Response

  Date: 02/28/2023

  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 of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent 60 days prior as 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. This is also found and stated in the **** which was agreed to upon purchase and activation.(***********************************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  I do see that one of our reps has tried to reach out to you to get this resolved but has not been able to get in touch with you. I will have them reach back out again.