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: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.

  I am the company controller, we were sent a bill for $2,758.80. 2 years ago an employee ordered this software using it's services only once for the amount of $2,482.92. We were automatically charged the following year for another year of subscription. At this time the employee was let go. When I attempted to contact the company and cancel the subscription, we were told it was impossible without his email communication. I explained that he had no authority to purchase an automatic subscription and his email no longer exist as he is no longer with the company, they said there is nothing they can do. I cancelled his company card so that no further charges can be made. This September, once again, they attempted to charge us for a service we do not use and have not used. When they couldn't charge the funds they then proceeded to send us to collections. They never had authority to bill us automatically. When I attempted to call customer service at ************** I could not get anyone on the phone to handle this issue. I phoned the collection agency and a recording then apologized for not handling the message in a timely manner and hung up on me. The only people allowed to sign a contract would be myself or the two owners, which neither did so.

  Business Response

  Date: 12/17/2024

  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:12/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/7/24 $316.73 invoice R03496541 TeamViewer notified me of annual renewal of my subscription 30 days in advance and no additional reminders. They did not inform me of the renewal amount. Upon renewal I immediately cancelled and requested a full refund as I would not be interested in another annual term nor was I interested in the costs involved. They have flat out denied any refund or any service. I find this to be unfair business practices and unethical. I feel taken advantage of and feel a full refund is well within reasonable.

  Business Response

  Date: 01/06/2025

  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:12/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my Team viewer subscription on Dec before the renewal date on Dec 23, 2024. However the company refuses to cancel it, stating it was not 28 days before the renewal date. However i have the email stating that it can be cancelled via customer portal. The 28 days are only if cancelling via writing. See attached printed email. The cancellation should be effective immediately, and i should not be charged on Dec 23, 2024.

  Business Response

  Date: 01/06/2025

  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.

  Customer Answer

  Date: 01/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Even if the email was sent as a courtesy, the email still implies that it can be cancelled  online up to the date of renewal. The comma clearly divides the 2 parts of the sentence and implies the 28 days are only required when cancelling via writing. I expect you to honor the cancellation and refund the subscription fee for 2024-25
  
  
  
  Sincerely,
  
  
  
  ****** *******

  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.

• Initial Complaint

  Date:12/11/2024

  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.

  I have been with team viewer for many years. when I signed up for their buisines services apparently audo renewal had been set up their service has been work well over the ********** forward to this year. I am retiring soon and looking for areas to reduce costs on services I no longer use. I realized that I had no been using the teamviewer service for over the last year. i went online to cancel the service and noticed it was set to audo renewal, which I turned off.since Team viewer had already renewed the service about two weeks ago I sent them an email requesting the return of my renewal fee and explaing I hadn't used their service for over a year.they declined my request telling me at in their **** ( which i didn't read) there is a clause that says I have to request cancelation and request a rerund 28 days before my auto renewal date.this is totally unacceptable imo. and i am really upset that they flat our refused to refund the yearly fee. for no services rendered.

  Business Response

  Date: 12/11/2024

  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: 12/11/2024

   
  Complaint: 22666047
  
  I am rejecting this response because:

   

  that response is nothing more than white wash.

  they sisnt notify me of this auto renewal until

  the renewal was completed.  i then reached out

  to stop auto renewal and asked for a refund on this last renewal when they then told me about their buried policy statement. 

  they are a software services organization

  no services had been used by me for over a year.  so then why is it fair for them to keep my renewal fee for 2025? just because i missed their notification window, which i was unaware of.this is unfair and *** a bad business practice. they are not nothing for refunding my fee its a significant amount $611 a year!!

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

  Business Response

  Date: 12/16/2024

  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 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.

• Initial Complaint

  Date:12/04/2024

  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.

  I recently purchased a one-year subscription to TeamViewer to facilitate remote access to timelapse cameras on a critical construction project in another country. This service is essential for ensuring 24/7 remote monitoring and meeting other contractual obligations.Approximately one month into the subscription, I began experiencing significant connectivity issues. The application has failed to connect on multiple devices and has demonstrated intermittent connectivity, despite a stable internet connection.These disruptions have directly impacted my ability to fulfill contractual obligations with a client on a USD ******* project. The potential consequences include financial loss and damage to my professional ************* mitigate these issues and ensure uninterrupted service, I requested a cancellation and refund. Unfortunately, TeamViewers customer support declined my request, citing a 7-day refund policy.I am concerned that this prolonged service disruption could lead to further complications, especially as this client has additional, higher-value projects. I would like to resolve this matter amicably before considering legal action.

  Business Response

  Date: 01/06/2025

  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.

• Initial Complaint

  Date:11/26/2024

  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.

  ******************************** has been paying for three years for two subscriptions, one of them not used. One subscription we did not need or use. We did not realize there was a separate webpage for the 'customer portal' that showed the two subscriptions paid out going back to 2020. We asked Teamviewer to work with us to come up with a fair resolution of the issue, but after many emails and phone calls, we are very unsatified with the results. See the very lengthy document of emails, most recently September 14 to November 18, 2024 (latest 'offer' from Teamviewer). Also attached in the same document are the confusing array of emails from 2018 to 2024. Account ********* was the original account Account ********* seems to be the second subscription.September 20th> Please note Encore thought the ********* account was closed September 20, 2024, because **** ***** called Teamviewer. But we later discovered we had to submit online. We requested to keep the ********* account as it had been paid to January 2025.Of note I enquired about the billing visibility issue before.Sent: **** *****, ****************************************: ******************************** Hello;I want to add a channel to my subscription, but I cannot see any details as to what my billing is now. On the account management page it shows I have a subscription but no billing. Has it expired! Where is the history so that I can make decisions?**** ***** October 29, 2024 7:10 PM This issue created a huge distrust in Teamviewer and we let them know we no longer wish to use their software as below (full emails attached)From: **** ***** To: **** ***** TeamViewer Support; ******************************************* RE: **** from Team Viewer TV:07 55 7 ***** Teamview 2.JPG; R03280746.pdf $4,551.09 over three years is a lot of money for any business to pay out for an unused second subscription. See emails with Teamviewer attached as this window has limited space. **** *****, *******************************.

  Business Response

  Date: 12/02/2024

  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:11/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was cancelling my current subscription of TeamViewer ~21/22 days before it was due to expire. I was forced to renew my subscription because I didn't cancel my subscription 28 days in advance. I ended up downgraded my subscription as my current subscription was too large for what I needed. It has been three months and I still can't use the scription I was forced to pay $1135.00 for. I've watched the videos on activating my account. My customer portal shows that my subscription is active. I've downloaded the TeamViewer app numerous times to my computer and signed into it and it still shows Free. When I log into the Online Webapp it shows Free. I cant submit a trouble ticket because when ever I try, It appears that I have a Free account and free accounts don't have the ability to submit trouble tickets. It appears this is a common problem but there is no human that is able to fix this. I've read numerous comments on the Support page and on BBB all directing people to read/watch the videos on how to activate their account. I've paid my money, if there is nothing more that can be done other than tell me to watch videos, you can at least refund my money. Its $1135 down the drain that I'm wasting everyday I can't use TeamViewer.

  Business Response

  Date: 11/25/2024

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

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22574348
  
  I am rejecting this response because: While one of my concerns of being able to cancel my subscription was actioned upon by TeamViewers response there is still a larger issue at hand.  I'm not able to use a product I was forced to pay for.  I'm not receiving what I paid for months after the purchase.  I'm requesting a refund as it doesn't seem that there is any support that can help me which is why I submitted a BBB report after numerous failed attempts at resolving this issue.  I've provided proof that I paid for the service and yet I'm not able to use the service due to an issue with Team Viewer.  Telling a customer to understand your policy for canceling their subscription is very telling as to predatorial business practices.  The fact I have to contact you ~28 days prior to a renewal being issued and I contacted you ~22 days before my renewal began.  Was six days really that much of a burden to cancel my renewal?  I'm requesting a full refund or support to get the product working.  To think its ok to allow a customer to pay for a 3 year term to avoid my account being sent to collections, know that they can't use the product,  yet refuse to offer technical support is completely unsatisfactory. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 12/02/2024

  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: 12/12/2024

   
  Complaint: 22574348
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was sent a quote on 9/24/24 by ***** **********, a sales *** for Teamviewer after requesting one because my partner and I were going to be starting a MSP. He went around me and signed a contract with another company so rather than accepting said quote I declined the offer the same day. I never agreed to any service, nor have I used any service.Despite this, Teamviewer is contacting me via email and letter with invoices to a service I never agreed to in the amount of $3048. When I discussed this with the TeamViewer Collections Agent, ***** *****, I was sent the invoice again as evidence - no record of me approving the service, activating it, or anything to do with it, just an invoice.I then contacted their support via phone, who sent me through their ticketing system, where I was told to fill out a Request to Cancel and provide details. I did so, and was told the 'auto renew' was cancelled but the invoice remained. This makes no sense, how can they bill me without any sort of approval for the service?Attached are the email with the quote, my last email from the sales ***, my email to the sales ***, and the details of the Teamviewer support ticket.

  Business Response

  Date: 11/15/2024

  TeamViewer strives to be as transparent as possible with all our policies and procedures. We 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.

  Customer Answer

  Date: 11/18/2024

   
  Complaint: 22550853
  
  I am rejecting this response because:

  This response does not address my complaint, or acknowledge any of the information and evidence supplied.

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

  Business Response

  Date: 12/19/2024

  Thank you for your email. We appreciate your patience as we work to resolve this matter.
  
  We did reach out to ****** ********. Communication was conducted directly with him and not through the BBB platform. We are currently waiting to process his response and will forward the documentation to you as soon as we receive it.
  
  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:11/12/2024

  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.

  After 3 to 4 years of being a loyal customer of ********************** by *******. Team Viewer charged our charge our credit card 15 minutes after they received our email stating we would not be renewing. They did NOT have the current credit card expiration date and did NOT have authorization to charge us.We Canceled on November 7th.TeamViewer Charged our Credit Card November 7th (after we canceled).We were paid through November 8th.Renewal wasn't until November 9th.TeamViewer sent an Invoice after the fact Dated November 9th.A few important items to point out 1) We purchased Team Viewer by phone and never agreed to auto renewal or auto billing. 2) We canceled the agreement by email and attempted to cancel online a full day prior to it renewing but the website wouldn't allow us to cancel despite TeamViewer telling us to cancel on the website. 3) They entered our credit card information into their website without our authorization and we don't have the ability to remove it putting our financial information at risk. 4) Texas rules concerning "Negative Option Billing" state the user can cancel any time prior to expiration. 28 days notice is not required by state rules and even TeamViewer stated that we could cancel on line without notice only minutes before they charged us $1,********* me this is criminal and reminds me of the McAfee Anti Virus renewal scam that caused the government to ad laws that protect the consumer from negative option billing. I believe the salesman ******** ******** charged us early intentional. Please ask TeamViewer if ******** is paid commission or if he is just dishonest.

  Business Response

  Date: 11/15/2024

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

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I no longer need Teamviewer and they refuse to refund the unused portion of the service, roughly 6 months. Per their support once you purchase a 1 year subscription you are on the hook for the entire time period and they refuse to refund the unused portion.All I'm asking for is a refund of the unused portion of the service.

  Business Response

  Date: 11/01/2024

  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: 11/01/2024

   
  Complaint: 22487382
  
  I am rejecting this response because:

  Your services have not been utilized for well over a year, and that's on me. However, to deny a refund for the unused and future portion of service purchased is wrong. This reeks of a class action suit for denying a refund of services and saying 'oh well, you have to pay for a year of service whether you like it or not'. I'll eagerly await a notice when enough people get tired of this system you have in place and say enough is enough.

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

  Business Response

  Date: 11/08/2024

  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.