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:01/14/2025

  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 trialed teamviewer's corporate license for two weeks, decided not to purchase. I canceled toe corporate trial, so I'm back on a free license but all my personal devices are inaccessible because it says they are blocked by an expired trial ****************************** refuses to help me.

  Business Response

  Date: 01/15/2025

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

  Customer Answer

  Date: 01/18/2025

   
  Complaint: 22802699
  
  I am rejecting this response because:

  I dont want a license and Im not using it for corporate use, I want my free account to go back to working the way it has been for years.

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

  Business Response

  Date: 01/24/2025

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22802699
  
  I am rejecting this response because:

  What renewals are they talking about? I never had an invoice, I never purchased a license, theres nothing to renew. ********************** is not reading what Im telling them and their customer service team is incredibly combative for no good reason.

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

• Initial Complaint

  Date:01/07/2025

  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.

  After many years of being there customer and receiving a notification of a 20% cost increase for the next year for their service, I decided that I would not be renewing my subscription. When I went to cancel on 1/5/2025 I was informed that since my renewal was scheduled for 1/22/2025 I was less then their policy of 28 days to inform them of the cancellation. I had no idea about the 28 day policy and would have thought that as long as I cancel before the renewal I would not be charged for another year. All the account manager would do was offer me a lower rate for a multi year agreement. I told her repeatedly that I no longer needed their service and did not want to pay for another year. They would not yield. I am not asking for a refund, I am only asking to not be forced to pay for something that I no longer want. Best case scenario is that they would let me cancel the service and go my way.I have had a business for many years and have never forced a customer to pay for what they do not want.

  Business Response

  Date: 01/15/2025

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

• Initial Complaint

  Date:12/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Team Viewer misled us regarding the terms of the subscription. Recently, we realized we do not need the Business License and wish to downgrade to a lower tier. We discussed this request with an online agent and a **************** Ticket was created. In this ticket, we clearly state that we want to downgrade our license. We did not ask that the Business License be canceled at the end of the term. We specifically asked for a mid-year downgrade. Team Viewer responded by advising that mid-year downgrades are not allowed and this is specified in their End User License Agreement, which was never offered to us during the purchasing process. If we had known that there was no way to downgrade when we subscribed we would not have subscribed.We have attached documentation for your review:1. When describing its pricing on its website, there is no mention that the subscription is for 12 months AND cannot be canceled or downgraded within the 12 month period. 2. When we subscribed and received the Order Confirmation again there is no mention that there is no option to cancel or downgrade within the 12 month period. The Confirmation only indicates that "Your subscription will automatically renew every ********************************************************************************************************** text form at least 28 days before the end of the initial term or any renewal term." This caveat regarding auto renewal is similar to many subscriptions. There was no reason to believe that the subscription could not be downgraded during the term of the contract. There was no provision of the End User License Agreement with the Order Confirmation.We are requesting that they honor our request to downgrade to the lower tier at $24.50/mo effective January 1, 2025. We are currently paying $50.90/mo. We are willing to pay $24.50/mo for the remainder of the contract, which ends September 25, 2025. We are request $24.50 x 9 months = $234.

  Business Response

  Date: 01/06/2025

  We have received your complaint regarding your request to downgrade your account. We apologize for any inconvenience this situation may have caused. Please be assured that we are currently processing your downgrade request. Our team is working diligently to ensure that your account is updated accordingly. You will receive a confirmation once the process is complete.

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22747035
  
  I am rejecting this response because the business continues to practice deceptive billing.  Our request to have our account downgraded prior to the end of the 12 month term was denied.  As we have already stated, the consumer is unaware that NO modifications can be made to the subscription during the 12 month term.  There is no readily accessible information that would advise a consumer of this restriction before they pay and start using the service.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/15/2025

  TeamViewer tries to be as transparent as we can with all our policies. 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.

• Initial Complaint

  Date:12/30/2024

  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.

  This program trial was explored as a possible way to monitor the vital signs of my dying mother via her phone and smartwatch. It did not work for this means. We did attempt to cancel before the deadline, the best option it gave was to delete the account. I clicked that, and it logged me out and said that my account no longer existed. I tried to log back in, and it said there was no account. A week later they charged us $800. Support was contacted and said there is no way to discuss or appeal, and couldn't even locate the account then terminated the chat. What was thought as appropriate steps were taken to cancel the account before the 30 day trial end date based on the site. **************** previously verified that they could see that in the records, the program has not been used since that date and was only used a few times to ascertain that it did not work for the specific needs... that is why steps were taken to cancel the account within the given time frames of the agreement. If it was done the wrong way, I'm sorry but that was the best option given to us on the website. The impression was that proper steps were taken to cancel which is obvious from the deletion of the account the day it was completed with no further use of the program, all of which happened before the deadline. How do we fix this? It is not like this is a $12 Amazon auto-renew, we're talking almost $800 which is a hefty amount for someone that left their employment to take care of a family member on hospice. This is not something that can be dealt with while taking care of a dying woman. We are not some corporation, I am just a struggling daughter who thought your program would work to allow the monitoring my mother's vitals when not present in the room. Can you help us please? If they look at the system, they can see that the account was deleted in a timely manner so the money should have never been taken out in the first place. Any help or information would be greatly appreciated.

  Business Response

  Date: 01/24/2025

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

• Initial Complaint

  Date:12/27/2024

  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.

  Upgrade in software that I subscribe to (business remote access) was drastic and couldn't find my customers contact info saved. Had to cancel customer appointment due to software issue. Emailed tech support while trying to work with my customer. Never received an answer. Had to cancel most appointments that day (ie lose money). Started looking for ***lacement software and tested it. Tried to cancel software today. difficult customer service *** on phone, trying to say we may get disconnected, I may have to call back, computers may be down, and I said that is just great when I want to cancel, how convenient? Then, suddenly *** was able to create a support ticket to cancel software (I thought their computers were down?). I ***lied that I want to cancel before 12/30/24 renewal. Was not feeling reassured that this would work as customer service *** ******* are usually for tech support and customer service *** wasn't reassuring. Went online to try to cancel from log in. Couldn't find a place to cancel. Finally found something that might work but then it wouldn't accept and gave an error message that account was open and couldn't process. Why is it so difficult to cancel a software subscription on 12/26 for a 12/30/24 renewal? Please make sure my software subscription is cancelled and not renewed on 12/30/24 but I can continue to use until my last year's subscription runs out on 12/29. Why can these companies make it so hard to cancel? This just isn't ***utable behavior.

  Business Response

  Date: 01/06/2025

  We are writing to confirm that your account has been terminated, effective immediately.
  

• Initial Complaint

  Date:12/23/2024

  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.

  Used trial of customers product, per a third company needing access to my computer for a repair. Emailed TeamViewer once completed, since I did not need their product long term. Several emails between company, trial was supposed to be canceled. I was charged $647.45 without my consent since I canceled via email with ****** *******. This type of practice is deceptive and taking money from consumers.

  Business Response

  Date: 01/06/2025

  We apologize for any inconvenience and frustration this situation may have caused. We understand the importance of effective communication and are actively working to process your request.
  
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a TeamViewer free version user and have never owned a business. The only time I have used TeamViewer was on calls with my wife and no other time. I have no use for a business license nor have I ever signed up OR used one. Even when I login into my teamviewer account, I can see no subscription and only see free being mentioned so I am still not sure if this is real or a scam(see image attached).Yet, I am being sent invoices for some business subscription and consistently being harassed about my business "annual subscription" . This has been going on for months now. The only way I got a response from customer support was via their website. I have sent them numerous emails on.Aug 23rd, Aug 27 and Oct 24th even requesting them to cancel whatever it was that was open under my name(please find emails attached). I got no response. The only time I got a response was when I created a ticket upon which I was told it was past some 28 day cancellation period and that I would have to pay more than $600 for something I never signed up for or used!As someone who has a lot of things going, this is not something I wish to pursue any further unless forced. I am hoping teamviewer corporate can see this and understand that there has been some mistake on their end and that there is no reason for an individual to be charged $600 for something they never signed up for.

  Business Response

  Date: 01/06/2025

  TeamViewer tries to be as transparent as we can with all our policies. A trial was requested on 8/20/24 that discloses after 30 days a payment will be issued to the payment method provided upon signing up. A reminder is provided and/or sent to all states stating the trial will end and the payment method provided will be charged. We have records indicating that a reminder was provided to you on 9/09/24. We are continuing to improve our processes to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.
  All your future renewals have indeed been terminated by TeamViewer.

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22717514
  
  I am rejecting this response because: 

  1) You have completely disregarded my point about NEVER having signed up for the subscription. I don't even own a business.

  2) You disregarded my proof that shows my desperate attempts at trying to cancel this subscription I never signed up for but instead you decided to blame me instead.

  Most importantly, it looks like teamviewer does blatantly disregard the *** Click to cancel rules. It looks like just about anyone can subscribe to teamviewer with the click of a button but the customer has to go through all sorts of hoops to cancel their subscription.

  Please tell me who signed up for this subscription as it was not me and also explain why you think I should pay for something I never signed up for or used/.

   

  Business Response

  Date: 01/15/2025

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22717514
  
  I am rejecting this response because: They have just responded with their template reply and have not yet taken a proper look at my responses or acted upon it. At this time, I will also be considering legal action since this is harassment. 
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 01/24/2025

  
  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22717514
  
  I am rejecting this response because: Can you please clarify what the image you attached means ? Do I have any charges under my name or is there any bill I am still liable for?
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 02/03/2025

  We appreciate your business and wanted to follow up regarding the outstanding balance on your account.
  The screenshot we provided was of the business license you signed up for, rather than the payment confirmation. To ensure we can continue providing you with the best service, we kindly request that you settle the remaining balance at your earliest convenience.
  If you have any questions or need assistance with the payment process, please don't hesitate to reach out. We're here to help!
  Thank you for your prompt attention to this matter.
  

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22717514
  
  I am rejecting this response because: I never signed up for any paid services from teamviewer. In the screenshot attached from a previous response by teamviewer(see attached document) , my subscription looks like its been terminated and blocked. Instead of confirming that I do not owe any payments, I am being asked to "pay the dues". What am I now expected to pay for? 
  
  They have just responded with their template reply and have not yet taken a proper look at their own responses, my responses or acted upon it. At this time, I am going to be forced to take legal action since this is harassment and exploitation.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:12/19/2024

  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.

  TeamViewer advertises 'free for personal use'.-I only want to use it to support my elderly parents laptop from distance.-I also connected one other personal laptop - for testing.After installing, I was limited to 1 min. sessions claiming that I was using in a 'commercial setting'.TeamViewer provides a website to 'reclaim your free version'. ****************************************************************************** Technical Support: Helping a family member or friend with a computer problem using TeamViewer, such as setting up software or troubleshooting a program.-I submitted the form.12-11-2024 0950pm Thank you for reclaiming your free version. We are working to resolve the issue and unblock your device.Please note that the response time may take up to 72 hours.-No response in 72 hours.-No response 8 days later.Apparently, TeamViewer strategy is to advertise 'free for personal use', and then do their best to not let that happen. There is plenty of internet chatter claiming the same.I just want TeamViewer to follow through on - [We are working to resolve the issue and unblock your device.]

  Business Response

  Date: 01/06/2025

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

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22709456
  
  I am rejecting this response because: TeamViewer advertises 'free for personal use', then summarily rejects everyone who tries.
  
  [There may be cases in which TeamViewer incorrectly detects commercial use. Since this continues to happen, it sounds like purchasing a license would be to your best benefit.]
  
  That's false advertising.
  

  
  Sincerely,

  
  *** ****

  Business Response

  Date: 01/15/2025

  TeamViewer strives to be as transparent as possible with all our policies. We have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer Answer

  Date: 01/15/2025

   
  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:12/16/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid over $600 for an annual subscription to this program in April of 2024. They have cancelled this as of last week December 2024. I have asked for it to be turned back on but they refuse.

  Business Response

  Date: 12/17/2024

  We are committed to providing the best possible support to our customers and would like to assist in resolving this matter promptly.
  To proceed with this process, we kindly request additional information to verify the customer's account. Specifically, we need the email address associated with the TeamViewer account.

• Initial Complaint

  Date:12/16/2024

  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.

  As evidenced by the multitude of fraudulent reports on the BBB, Teamviewer engages in fraudulent business practices. I canceled my product several times and they refuse to acknowledge anything until after they send a renewal. I have not used their product in a year and a half, at least and the product is uninstalled. They send threatening emails and paper mail trying to collect from me, a clear attempt at bullying. This BBB complaint will be followed by mail to the State Attorney of *****, ** as well as where I live. I encourage you to all do the same. They should not be allowed to do business in the *************.

  Business Response

  Date: 12/17/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isnt a requirement. We have records indicating that renewal reminders were sent to you on 7/30/24 and 8/24/24 . We are continuing to improve our processes to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.
  All your future renewals have indeed been terminated by TeamViewer.