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:01/30/2023

  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 used Team Viewer during the period that was paid for. I signed up during COVID work from home which is not needed we are now at the office 100% of the time. Team Viewer is harassing me to get payment on a renewal and not allowing me to cancel. The usage data they provided said last used July 2022, and the service ended in Nov 2022. / I got a renewal collection notice in Dec 2022, stating my account is past due and I cannot cancel because I didn't notify ahead of time. This auto renew policy is not clearly stated and is very deceptive. / I have not paid the auto renew fee since I have no intention of using the service. I gather they cannot charge the card that was used in the past, or they would not be harassing me like they are. They refuse to cancel and insist the renewal is owed. / Then Teamviewer decided to send this issue to a credit Agency in *******: Creditreform Gppingen ********** KG. (File number: 101952078-1/01.) / I don't appreciate the smoke and mirrors. Judging from the similar complaints this company clearly has an issue.

  Business Response

  Date: 01/30/2023

  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: 02/01/2023

   
  Complaint: 18950530
  
  I am rejecting this response because: 

  Dear BETTER Business Bureau:  Thank you for passing along this initial response from Teamviewer. A few questions and points that impact this initial rejection. (1.) First off, BBB, can you please tell me the number of people who have posted about this and what you are doing about it? / (2.) The attachment here is requesting payment by 10.1.2023, and judging from the other dates on this document this is NOT an international date format; documents must be consistent in use of dates, so then if this is not due until October why am I being harassed? So much is inconsistent here that I still half believe this is fraudulent! / (3.) Because of that, I did a little research - The type of entrapment being explained here is unlawful in many countries. There is a class action lawsuit in process to Teamviewer for this unethical business practice. The suit will make it 100% unlawful in the **, if not already in ******** because ** state is pretty buttoned up on protecting consumers.  / (4.) By the way, as you know, they can put all sorts of unlawful garbage in an ****, that doesn't make binding or legal. / (5.) Further, don't they you have to transfer the debt to a ** company in order to actually collect anything since they are in *******, and this amount is too frivolous for them to do that. / (6.) All of these are questions I have and would like answered. I require them answered if Teamviewer wants to be paid. / (7.) Is this really all the Teamviewer has to say? I find it hard to believe that you are ok, BBB, with a canned response when they are out of line like this. / (8.) One last comment, a service has to be active in order to charge for it; you cannot charge for something you are not providing; and from what I read on Teamviewer's own site, they inactivate service when a subscription is unpaid, so they are attempting to collect for a service that they are not actually providing. / I look forward to an intelligent and customer service oriented response from them, on above questions that cause me to believe this amount is not actually due. Respectfully, I am not currently convinced, and therefore not comfortable paying them. It is up to a company to provide good customer service to make a customer comfortable paying them, not the opposite which I believe is the point of BBB to encourage businesses to be ethical and generally, well, BETTER businesses.

  Most Sincerely,
  
  **************

  Business Response

  Date: 02/28/2023

  **************,

  The **** is binding in every ** state and requires a 28-day notice to cancel before the renewal date. TeamViewer never received cancellation notice in accordance from you before the license renewal date. 

  We even as a courtesy sent renewal reminders for you to make cancellation within the required time period, that you failed to do. *Please see attachments. 

  If you sent this cancellation in, please respond with a timestamp that shows the request 28 days before the license renewal date of 11/6/2022. 

  These renewal reminders were emailed to you on 9.9.2022, and 10.4.2022. 

  Let me know if you have any questions and we look forward for you to settle this debt. 

• Initial Complaint

  Date:01/23/2023

  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 is refusing to honour cancellation of services and instead increased the rate and charged a credit card for the services.

  Business Response

  Date: 01/23/2023

  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: 01/26/2023

   
  Complaint: 18881485
  
  I am rejecting this response because: The price changed without notification after cancellation request and the 28 day policy was not mentioned in November when attempting to cancel services via correspondence with sales representative ***************** well in advance of 28 days before renewal.  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/21/2023

  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.

• Initial Complaint

  Date:01/23/2023

  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 regret ever getting involved with Teamviewer. The first year I was with them it cost me $85 but the program never worked properly. The second year I forgot to cancel so it cost me $560!!!! for the same program but again never worked properly even after multiple calls to tech support. In that second year I wrote a cancellation letter when I had to reluctantly swallow their massive increased fee. Now it's year 3. I thought everything was taken care of but NO. I was charged again and this time $610! I called support and was told that they had no record of my cancellation even though I sent them a copy of the letter that was submitted. I was told it wasn't date stamped (whatever that means) and was treated like I was basically lying. I'm now stuck with a $610 program that still doesn't work!!! When I do get connected it only lasts ***** minutes then disconnects and won't work. Buyer beware!!! Teamviewer doesn't care about you once they have your money.

  Business Response

  Date: 01/23/2023

  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.(***********************************************)

  I also do not see any requests to speak with support about any tech issues or cancellation requests. If you did try and cancel and have documentation with timestamp dated 28 days prior to renewal, please provide. 
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  Customer Answer

  Date: 01/25/2023

   
  Complaint: 18870031
  
  I am rejecting this response because:  I spoke with Teamviewer multiple times over the year regarding the program which would not work properly.  They were never able to fix the issue and during several of those phone calls I expressed that we would not be renewing the contract.  I did send them a letter of cancellation in March 2022 which they deny receiving. Very convenient way to rob people of their money.  
  
  Sincerely,
  
  *****************

  Business Response

  Date: 02/21/2023

  Hi ****,

  I am sorry for your experience. I do see from the records that you went online and purchased a remote access license for $298.00 for the year. You then were having an issue and called in and upgraded the license to a Business License to get tech support over the phone. This upgrade was performed on 12/15/2021 and a quote with the price was sent to you for acceptance. (see attached) 

  There is no record of you cancelling the license prior to the **** which requires the 28 day notice. I do see that we have terminated the license and you have access until 12/19/2023. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 18870031
  
  I am rejecting this response because:

  I sent the request to cancel and their staff did not process it properly.  Not my fault.   It's a pathetic tactic they are use to make money.  Again!!!!  I am stuck with a $600 program that does not work and their tech support doesn't help either!!!!  I would never recommend this company to anybody.  

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

• Initial Complaint

  Date:01/19/2023

  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.

  Company states that their policy is they will invoice you for the next years service but if you want to cancel you have to cancel 28 days before your renewal date. This should be brought to everyone attention when signing up not hidden in a long contract section 13. This is a very important issue as most people that sign up for a digital service dont expect this. So now they are requiring me to pay another $441 for a service that I dont need. This should be a checkbox while signing up for the service so people understand this. This is not normal practice. I tried talking to them to resolve it and they would not cooperate and told me I did not meet the 28 day requirement, even though I contacted them 15 days before.

  Business Response

  Date: 02/21/2023

  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:01/18/2023

  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 Complaint In March 2022 before renewal I was called repeatedly by Teamviewer Sales Reps to renew my business subscription.Every time they called I've stated that the service is very expensive, I'm not interested and I'm looking for other alternatives. Access to the service was denied around the renewal date. After a few weeks/ months I was repeatedly asked to pay for a business subscription that I did not use, they turned off The latest is that a collection agency is attempting to collect the fee after almost a year.I do not want their service, I did not have access to their Business Subscription I should not be charge for it

  Business Response

  Date: 01/18/2023

  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.(***********************************************) *If you have documentation that you requested to cancel subscription 28 days prior to renewal please provide with time stamp. 
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  Customer Answer

  Date: 01/19/2023

   
  Complaint: 18833076
  
  I am rejecting this response because: I did speak with the sales reps multiple times stating that the service is too expensive and I'm not interested in renewing it. I do not have written cancellation, since I've thought that telling a Teamviewer employee multiple times that I'm not interested should be enough to cancel it. And again I did not have access anyway to the service after the renewal date.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/21/2023

  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.
  
  All of your future renewals have indeed been terminated by TeamViewer.

• Initial Complaint

  Date:01/10/2023

  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.

  Hello.I have been renewed for the product I was sure I have cancelled when I called on 09/20/2021 Unfortunately they did not cancelled it and when I called they said they do not care and cannot help me to resolve my problem.

  Business Response

  Date: 03/30/2023

  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:01/04/2023

  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.

  This issue involves our company ******************************* and Teamviewer. We at ******************************* have used Team viewer sparingly. We decided we no longer needed it and decided to cancel. Team viewer stated we were several days late on an auto renewal deadline and that they would be charging us for another year. This auto renew policy is not clearly stated and is very deceptive. We have not paid the auto renew fee since we have no intention of using the service. Teamviewer decided to send this issue to a credit Agency. We treat all of our customers fairly and without smoke and mirrors. Judging from the similar complaints this company clearly has an issue.

  Business Response

  Date: 01/24/2023

  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: 01/25/2023

   
  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 the collection with ***** & associates is withdrawn.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/15/2022

  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.

  12/15/2022 date of request unable to cancel my subscription for renewal of services. cancellation must be in writing with a submission of a ticket through support online, and must be done 28 days in advance. website redirects when ticket submission is requested so unable to request a ticket period. when support is contacted by phone, placed on hold and told by representative that subscription cannot be cancelled by phone, only online.

  Business Response

  Date: 01/04/2023

  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.(***********************************************)

  If you have documentation that this request was sent outside the 28-day requirement, please provide to me with a timestamp. 

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

• Initial Complaint

  Date:12/15/2022

  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, I have an annual renewal with TeamViewer. I have tried to cancel my service for over a month without unsuccess. I have contacted them by phone on three separate and bye e mail and by phone, and computer chat. All attempts have been met with no answer or hung up on after 30 minutes to over an hour being on hold. The process to cancel lead to no end, or solution, and even as the instructions indicate. The renewal cost is for a year and over ****** way too much. The indicate when the e mail is sent you have to notify them within 28 day of the renewal but the e mail is only in 30 prior to renewal. Making it virtually impossible to cancel. Which im sure its intended this way. I just don't believe its fair to pay another 400. for something I cant cancel.

  Business Response

  Date: 01/04/2023

  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.(***********************************************)
  
  Can you send you invoice number or email address used to setup account to research your account? Also, if you provided documentation outside the 28-day requirement please provide with appropriate time-stamp. 

• Initial Complaint

  Date:12/15/2022

  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.

  INVOICE R01919533 $5,687.58 charged to our credit card on 12/14/2022 Despite our correspondence in writing to reduce our annual subscription from 9 to 3 licenses, Teamviewer and its team of retention specialists informed us we had cancelled our renewal too late (even though it was well before the renewal date itself) and essentially forced us into another year subscription of 9 licenses by charging our card on file for 9 and refusing to refund the difference. When we complained, they offered us a discount on 9 channels. We only need 3, why can't we only pay for 3? Attached is documentation of us reaching out to Temviewer on November 8th, well before our renewal date of November 23rd. Then further correspondence on the renewal date, when we received the invoice for 9 licenses. This is easily resolved with a refund of the full price of 6 licenses, leaving us with a total of 3, which we're happy to pay for.

  Business Response

  Date: 01/04/2023

  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 for additional channels have been terminated this does not happen again.

  If you have documentation that you requested this downgrade outside the 28-day requirement, please provide with appropriate timestamp. 

  Customer Answer

  Date: 01/05/2023

   
  Complaint: 18575531
  
  I am rejecting this response because: we asked for the downgrade of the subscription on November 8th, which is still well before the actual subscription renewal. 

  Teamviewer copying and pasting the same form email we've gotten from their customer service reps is not an attempt in good faith to resolve anything and thus nothing has been resolved. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/06/2023

  Hi ****,

  The request that you made to downgrade was done on 11/8/2002, and your license was renewing on 11/23/2022. This does not fall outside of the required 28-day notice to downgrade or cancel. In addition, we sent a renewal reminder to you on 10/21/2022 regarding your renewal to give you ample time to make changes within the policy. 

  We worked with you to honor discounts on renewal and cancel future channels that you tried to cancel outside the 28-day policy on 12/8/2022. 

  Please see attached and let me know if I am missing anything as it seems pretty straight forward from the documentation I see.