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Business Profile

Computer Software Developers

Citrix Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 32 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    You idiots have the nerve to be charging for IT. Yet your message boards are filled with people with Macbook ******** that cannot use the workspace app. This is unacceptable. Fix it.

    Business Response

    Date: 12/05/2022

    Hi Kaela,

    Hope you are doing well.

    My name is *********************************, **************** Escalation Manager at ********************. I will be more than happy to connect directly and assist you in anyway I can. From the description it sounds like you have an issue with Workspace App on your Macbook. I am also going to email you directly so we can set up sometime.

     

    Regards
    *********************************

  • Initial Complaint

    Date:11/21/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    My ShareFile account was due for automatic renewal on April 15, 2022. Citrix Systems, Inc. (referenced as "Citrix" hereinafter) made an attempt that day to make a withdrawal of $918.00 for a one year renewal from my credit card on file, but the credit card had expired. At that point, Citrix deactivated my account and sent notice so stating, and I immediately provided the new updated credit card information online. Citrix also sent an Invoice via email with instructions on how to renew via US Mail. After a few days of trying to reach Citrix via telephone, and checking online to see if another withdrawal had taken place with my credit card on file, I decided to pay with a check sent via 2-day US Mail on April 19, 2022 (in the amount of $918.00) which was received/deposited by Citrix, and cleared my bank on April 21, 2022. In the meantime, Citrix made a withdrawal from my updated credit card on file in the amount of $918.00 on or around April 21, 2022 and my account was reactivated. I have now made a double payment for my ShareFile Account (i.e. cited check payment in the amount of $918.00 and cited credit card payment in the amount of $918.00 for a total of $1,836.00); therefore, I request that Citrix refund the extra payment in the amount of $918.00 by crediting my updated credit card on file. Please know that I sent two letters to Citrix to their **************, ** address regarding this (one on April 26, 2022, and one on May 20, 2022 which **** confirmed receipt), and I sent one letter to their *******, ** "Cloud Collections" post office address on June 12, 2022 which **** confirmed receipt. In addition, I also called their 954 area code telephone number many times, only to be placed "on hold", then left voicemail messages. To date, no one from Citrix has contacted me regarding my issue with the cited double payment on my ShareFile account! I would appreciate BBB's assistance to resolve this issue.

    Business Response

    Date: 11/29/2022

    Hi *****,

    Hope you are doing well.

    Thank you for reaching out to us and explaining the whole situation so clearly. I will engage the right teams and have someone reach out to you with in this week. Please rest assured that we will have this resolved as soon as we can. For immediate assistance please contact me directly at **********************************************************.

     

    Regards

    *********************************, CS Escalation Manager

    Citrix Systems

    Customer Answer

    Date: 12/08/2022

     
    Complaint: ********

    I am rejecting this response because:  I have been waiting since April 19, 2022 for my refund of $918.00 from Citrix Systems, Inc.  While I did send an email to ********************************* of Citrix on December 7, 2022 regarding status of my refund, to date I have not received my refund!  In this day of digital banking, this refund should have been received immediately on November 29. 2022 after their initial response to BBB.  Therefore, I respectfully request that BBB keeps Case No. ******** open until I have received my refund of $918.00 from Citrix Systems, Inc.

    Sincerely,

    ***********************

    Business Response

    Date: 12/09/2022

    Hi *****,

     

    Our SLA to issue the refund was shared the first day I engaged our Billing team, it is usually with in 10 business days. I have contacted **************** directly to get an update. I will be in touch with you.

Citrix Systems, Inc. is NOT a BBB Accredited Business.

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