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:06/20/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 experienced a bait and switch like sales tactic from this company. The sales man made claims that the product I would be purchasing could be charged to potential clients from my business for 50-70% higher than what I was paying for it. In total for the year, the cost would be a little over $6000 for a automated penetration testing platform. I also received documentation showing their recommended pricing charts for my company to sell it to clients. They said it was sold to managed service providers. Later on I found out through my account manager that its sold to anyone for only a few hundred dollars more a month for regular business clients. This means that anyone can buy this entire product for under $10,000 per annual while convincing their business partners that they can charge based on their single scan pricing charts as high as $7,500 for external scans and up to $27,000 for internal scans. I confronted them about this bait and switch and the lost money on advertising and requested a cancellation. The last email I sent was to my account managers email explaining the issue even more. They claimed they were open and honest about their sales tactics and I asked them to prove it. I also explained that if it were not a bait and switch and if it was open knowledge, then why cant I find this information in any documents or on their website. Since then I have lost money on the business venture due to costs of marketing a product I could never sell at the prices indicated. I did not use the product and requested a cancellation. I had not heard back from that manager for several months. I am seeking confirmation of cancellation. They can keep the money I already paid and I am not interested in continuing a business relationship with this organization.

• Initial Complaint

  Date:03/13/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 have been a loyal customer of ********************** Datto for over 10 years. Approximately two years ago, they changed their pricing structure and, in the process, made mistakes with our account. After several months, we realized that we were getting double billed for some of the services. We pointed this out to our account representative multiple times and no action was taken. When we realized we were not getting a resolution, we adjusted our payments to reflect the actual amount owed. Once we did this, they opened the dialogue with us and corrected some of the incorrect charges. However, they refused to acknowledge and correct all the incorrect charges. We have provided e-mails, documentation, and participated in several conference calls to argue our position without success. At this point they have threatened to suspend our account for the amount they believe we still owe. They refuse to research and answer questions about the disputed amount.

• Initial Complaint

  Date:02/19/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 agreed to sign up for their backup service in order to see if any of my customers would be interested in using it. I never got any traction and never used the service. I sent an email to cancel services on 11/2/2022. They continued to charge my card and I requested cancellation on multiple occasions through email and by phone. I was willing to drop it, but they continue to send bills and have a collection agency harassing me now, as well.

• Initial Complaint

  Date:01/06/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 is now in collections - Vericore File# ******* ***** ****** - Recovery Specialist *********************************************************** PH: ************ ************************* On 1/26/2024 a meeting was scheduled with the *** ****** Rodziushkin, ****** Rodziushkin, of Kaseya with ******* *******, ************************** and ***** ******, ***************** to discuss the fact that Kaseya lost several thousand emails for a client of mine. During the meeting, I did prove the fact that these emails went missing. However, Kaseya was pointing the blame on me. On 2/29/2024, I informed ******* and ***** that I was not going to pay the outstanding invoice because of the loss of email. Which if a lawsuit came up for my client and these emails where missing, this could be millions of dollars lost. On 2/21/2024, a tech support case was opened and then escalated (#******* - ******) On 3/21/2024 I opened a escalated, tech support ticket to try and figure out way my retention settings where/how changed (#******* - ******). There was never a resolution.On 4/23/2024 - I sent Gab all the agreements that I signed with Kaseya proving that I was in the correct retention settings agreements.On 6/7/2024 - Gab sent me an email with a credit.On 7/18/2024 - I again let ******* and there billing department ***** *******, ******************* I would not be paying the balance due.

• Initial Complaint

  Date:12/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 repeatedly tried to cancel this monthly service which I used to use years ago. I stopped the automatic charges via my Amex card.I have reached out to numerous sales people at the company who have said they will stop sending invoices monthly as they are showing "past due" on the monthly invoices. This sales person has done nothing, like all of the ones before him.

• Initial Complaint

  Date:09/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 services within the proper time frame from this business but their system did not recognize it. I have been attempting for several months to resolve this and they have acknowledged that it is an issue with their system, not my timing in requesting a cancellation. However they do not seem to want to actually do anything about it. I continue to receive invoices and the salesperson has not been able to do anything about it. His manager doesn't seem to be able to. I think they just don't really care. Now, I received an email from a collections company that says they will target my business if I don't pay what I do not owe. I am including all the contact info.

• Initial Complaint

  Date:09/16/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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 using the online software by Kaseya for several years. We no longer have a need for it and are not renewing it. I have communicated to the company that we want our account cancelled and we are not renewing. They continually send me late payment invoices and my account is still not cancelled. This has been going on for over a month and I don't see a way to make this stop or have them cancel my account. They just continue sending me invoices and do not cancel my account.

• Initial Complaint

  Date:06/12/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  For the past 3 months we have asking both ****** and our MSP to correct the number of licenses available to us. Support requests have been submitted to ****** asking for support unfortunately it has not worked. Our MSP is not having any luck trying to get those licenses since April. Many promises have been made by both parties and nothing has resolved our issue. We paid for x amount of licenses and we are not getting them or the support. We are asking to allow us to be freed of the contract and allow us the opportunity to seek another solution. At this time our network is vulnerable and we need an immediate response.

• Initial Complaint

  Date:06/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 started a trial for their networking products, and I decided quickly it was not for me. I attempted to get return shipping labels from Kaseya, to which they said they would send them, and never did. I followed up multiple times with my account managers requesting the labels and still did not receive them. After four months, I had enough. I called their networking support team and told them that if they did not send me shipping labels for this hardware, then the hardware was going to be donated to the electronics recycler since it was taking up space on my shelf.They have been billing me for the networking hardware and have been sending threatening emails regarding paying for the illegitimate invoices. My account manager says to ignore those emails, but clearly he is incapable of forcing Kaseya to fix their billing system.Additionally, They have been billing me for a BitDefender Onboarding charge. I have never used Bitdefender and it is not a product on my account. After many many hours of attempting to resolve this the company, I am convinced they are an unethical entity and the complaints on Reddit are extremely accurate.

• Initial Complaint

  Date:04/11/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  If you have any opportunity to NEVER deal with this company take it.We used some products that were originally sold under other brands but were subsequently acquired by this company.After many issues, we then decided to cancel all products with them in July of 2023.In order to provide for an ethical end of service, we provided a payment (by wire) to their account for any final invoices along with any future balances owing (one product was going to run a few days longer per cancellation period). So this amount (less credits) was calculated and presented. We sent a spreadsheet and breakdown of it to both their US and Canadian head offices. We also provided PDFs of that information to their account reps and their finance team. We even received confirmation, in writing, from one of their outsourced process people (they dont handle their own issues they outsource everything) Confirmation of cancellation was sent in writing (Case *******) to us by rep ************************************* stating that all confirmations and subscriptions were going to be cancelled as per the dates in our spreadsheet and that Cancellation will happen internally.What they didnt do was stop billing. They have subsequently fraudulently charged our credit card (we filed a chargeback and it went in our favour). They have now left us on billing for nearly a year and have sent a balance of thousands (being the invoices since the written confirmation of cancellation) to collections.