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:07/23/2026

  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.

  On 07/21/2026 I was contacted by REMOVEDLaw Firm PA in an attempt to collect a debt for a product I had in 2021. I had purchased ConnectWise Automate and Manage for my business and used them for a short while. When my renewal was coming up in October, I opened a ticket dated September 30th, 2021 requesting a cancelation. I informed them I had purchased a new product from them, ConnectWise Control, and no longer needed Automate and Manage. In response, the team at first claimed they had processed my cancelation with the final billing date being 10/31/2021. Instead of simply complying with my written request to cancel, the team decided to attempt to sell me a ConnectWise Control license and have me renew my contract to "downgrade" my account, despite me informing them I had already purchased Control myself. The representatives, REMOVEDand REMOVEDfrom REMOVEDinsisted that I needed to sign the agreement to continue with ConnectWise Control, and once again, I refused and requested to terminate the account. At this point 2 months had passed and they continued to try to bill my cards for Automate and Manage. The two representatives continued to update the ticket over 8 times asking me to sign the contract for ConnectWise Control despite me already using the product for several months. At this point I knew they weren't going to comply and decided to cancel my cards with my bank so they couldn't bill me anymore. My final response to them on this ticket was on 12/01/2021. Fast forward to yesterday, I was contacted by REMOVED, REMOVED, demanding thousands of dollars from me. My account had never been canceled, and they have been silently tallying up months and months of invoices for services that were supposed to be terminated. Their billing department has conveniently lost the records, but I still have all of them.

  Business Response

  Date: 07/24/2026

  Following a full review, we believe the card details have unfortunately been compromised.
  
  We want to reassure you that this was not the result of any action taken by ConnectWise, but rather an individual using the card details to create an account.
  
  As a precaution, we strongly recommend contacting your card provider to report the card as compromised and request a replacement card.
  
  Many thanks

  Customer Answer

  Date: 07/24/2026

  
  Complaint: 25078837
  
  I am rejecting this response because: This has nothing to do with my complaint. My card was not compromised and there are no unauthorized charges on my bank account. You are billing me for services that were canceled. You need to contact your collection agency and cancel their case to collect funds from me.
  PLEASE READ EVERYTHING I WROTE AND ATTACHED. This is exactly why this happened in the first place. Zero accountability and zero attention to detail caused this to happen. Your indifference towards your customers is clear. This is borderline fraud.
  
  Sincerely,
  
  REMOVED
  

  Business Response

  Date: 07/30/2026

  Hi,
  
  Thank you for your response, and firstly I would like to apologise for my previous message. Upon review, I can see that I mistakenly updated with an update for a different BBB case. That was an error on my part, and I understand why this added to your frustration. I'm sorry for that mistake.
  
  Following your response, I completed a full review of the account history, support cases, and contract records relating to your cancellation request.
  
  Based on the documentation available, I can see that you first contacted ConnectWise regarding cancellation in August 2021 and continued to engage with our teams regarding this request through the remainder of that year. I also acknowledge that you believed your services should have been terminated and that this situation has caused significant frustration.
  
  Our review found that your Manage and Automate agreements were under a fixed term through October 2021 and were not eligible for termination before that date. Once the agreements became eligible, REMOVEDprocessed the termination request and submitted it to the appropriate team to complete the cancellation effective October 2021.
  
  On 5 November 2021, cancellation quote Q-188275 was issued as part of the required termination process. Our records show multiple attempts were made to provide and discuss this document, including confirmation that upon receipt of the signed cancellation paperwork, the agreements would be terminated effective 31 October 2021.
  
  However, the cancellation quote was never executed. On 1 December 2021, you advised that you would not sign the document and requested no further communication. As the required cancellation documentation was not completed, the termination workflow was not finalised and the agreements remained active within our systems.
  
  Having reviewed the case history in detail, I was unable to find evidence that ConnectWise rejected or ignored your cancellation request. Rather, the records indicate that our teams processed the request once the contracts became eligible for termination and took the steps available to complete the cancellation. Unfortunately, the process could not be concluded because the required termination documentation was not signed.
  
  I appreciate that this is likely not the outcome you were hoping for, and I understand you may disagree with the requirement for signed cancellation documentation. However, based on the records available, this is how the account remained active following the October 2021 termination date.
  
  Kind regards,
  REMOVED

  Customer Answer

  Date: 07/31/2026

   
  Complaint: 25078837
  
  I am rejecting this response because:

  Your salespeople did not provide a termination agreement. They provided a contract to sign up for new services under the guise of "downgrading". Read the agreement they sent. It was to DOWNGRADE, not terminate, which I demanded several times. For your convenience, I have attached the agreement they sent me on 11/5/2021, and you can clearly see it is an agreement to DOWNGRADE, not terminate my services. I told them I did not want to downgrade, I wanted to terminate. Your representatives violated company policy and ignored repeated attempts to terminate my services, which I requested in writing multiple times. Your agents also said that they DID terminate my services, but failed to do so. You require written notice of cancelation, which you received. Your company violated your own terms, and I have that in writing. You are obligated by your own ToS, and the law, to waive any charges following the date of termination. This is as cut and dry as it gets.

  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/17/2026

  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.

  On 7/16/2026, my checking account was billed $82.35 from Connectwise, LLC, Tampa, Fla.I have never heard of Connectwise, let alone made a purchase from them. I am looking for a complete refund of these funds.

  Business Response

  Date: 07/31/2026

  Following a full review, we believe the card details have unfortunately been compromised.
  
  We want to reassure you that this was not the result of any action taken by ConnectWise, but rather an individual using the card details to create an account.
  
  As a precaution, we strongly recommend contacting your card provider to report the card as compromised and request a replacement card.
  
  Many thanks

  Customer Answer

  Date: 07/31/2026

   
  Complaint: 25057761
  
  I am rejecting this response because I do not understand the following excerpt in your explanation.  

  "...but rather an individual using the card details to create an account."

  Please clarify: 1) What individual? 2) set up what account? 3) Is this "individual" an employee of your firm? 4) What safeguards have you put in place to prevent other individuals doing the same thing?
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:07/01/2026

  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.

  A charge on my debit card from a company called "Connectwise LLC" in the amount of $159.25 appeared today. I have never heard of this company and have never done business with them. My bank blocked the transaction and called it Fraud. I see this has happened to others in the past and this company seems to not have done enough to stop this from happening!

  Business Response

  Date: 07/01/2026

  Thank you for bringing this to our attention.
  
  Following a full review, we believe the card details have unfortunately been compromised. We identified that an account was created within our ScreenConnect business using this card, which suggests the card information may have been obtained and used without authorisation.
  
  We want to reassure you that this was not the result of any action taken by ConnectWise, but rather an individual using the card details to create an account. We have located the account and immediately disabled it, ensuring that no further payment attempts will be made.
  
  As a precaution, we strongly recommend contacting your card provider to report the card as compromised and request a replacement card.
  
  Additionally, if ScreenConnect or any other remote access software was installed on the device, we would recommend having the computer reviewed by a trusted IT professional. If the user is not technically experienced, taking the device to a reputable computer repair or support provider to check for and remove any unauthorised software would be a sensible precaution, as this may help identify how the card details were exposed.
  
  We are very sorry this has happened and appreciate the inconvenience this may have caused. If you need any additional information from our side to support discussions with your card provider, please let us know.
  Kind regards,
  REMOVED

• Initial Complaint

  Date:08/14/2025

  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.

  Dear BBB,I am writing to file a complaint against ConnectWise, LLC, located at REMOVED, regarding their unprofessional handling of my request for a trial license for REMOVEDControl. Despite providing extensive documentation of my legitimate business, including legal registration, RIPE LIR status, and AS number, I have encountered repeated delays, lack of transparency, and apparent refusal to proceed.On June 2025, I initially contacted ConnectWise sales to inquire about their self-hosted software. After receiving a price quote, I was later informed that they could not validate my business without any clear explanation or criteria. I provided further details, including my location in REMOVEDand proof of my companys credentials, yet communication ceased after August 7, 2025, despite my follow-ups. On July 27, 2025, my attorney sent a formal letter raising concerns about possible discrimination, to which ConnectWise promised a response but has not followed through. My most recent email, sent on August 12, 2025, was delivered and opened, yet no reply has been received as of today, August 14, 2025.This lack of response, especially after a legal notice, raises serious concerns about fairness and potential bias. I request that BBB investigate this matter, compel ConnectWise to provide a clear explanation of their validation process, and ensure fair treatment for all customers. I am willing to provide all correspondence and documentation to support my claim.Thank you for your assistance.Sincerely,Rafi Bar REMOVEDEmail: REMOVEDPhone: REMOVED

  Business Response

  Date: 08/21/2025

  Better Business Bureau,
  
  ConnectWise received Mr. REMOVEDinternal and public accusations that ConnectWise employees and/or company are antisemitic and/or anti-Israel. ConnectWise can assure the BBB that nothing could be further from the truth and we find such allegations to be both offensive and defamatory. REMOVEDcompany licenses one software product from REMOVEDpaying approximately $50.00 per month since January 2024. We have many other customers in REMOVED, many Jewish colleagues and our recently departed REMOVEDis an Israeli citizen.  
  
  The product licensed to Mr. Bar is a screenshare product used by technology service providers to provide IT services to their end clients. Given the nature of such products, cyber criminals leverage such products to commit their crimes. As an IT service provider himself, Mr. Bar is aware that bad actors misuse screenshare tools to engage in cybercrime and software vendors and certificate authorities are hyper vigilant in conducting diligence to confirm the identities of any potential users. Mr. Bar currently uses our cloud version of the product and recently requested an on-premises license (also a favorite of bad actors).  Our provisioning team had difficulty matching his cloud identity to his proposed on premise version. Our careful diligence is what delayed Mr. REMOVEDrequest, not any ethnic bias.
  
  We have explained this to Mr. Bar and requested that he work with our teams to ensure that we complete our normal diligence. We reminded him that he will likely go through similar diligence when he applies for a digital signing certificate from whichever certificate authority he chooses. Despite our explanations, if Mr. Bar chooses not to do business with ConnectWise, that certainly is his prerogative as well.
  
  If needed, please feel free to contact ConnectWise to discuss further to REMOVED.
  
  Regards,
  REMOVED

  Customer Answer

  Date: 08/21/2025

   
  Complaint: 23747432
  
  I am rejecting this response because:
  
  1. No issue with verification I want to make it absolutely clear that I have never refused verification. On the contrary, I explicitly told ConnectWise on multiple occasions that I am available and willing to provide any documents or undergo any verification they require. However, I have repeatedly insisted that they provide me with a written and transparent policy of requirements, so that I can be assured the process is fair and not directed against me personally.

  2. Lack of transparency and follow-up Despite my repeated offers to cooperate, ConnectWise failed to respond to my emails for an extended period. My requests went unanswered, and no clear steps were communicated to me. Their only meaningful engagement came after my attorney contacted them and after I filed a BBB complaint. Prior to that, I was simply ignored.

  3. Contradictory communication On August 15, 2025, I received an email from ConnectWise support telling me my validation process was continuing and asking for more documents. Yet only five days later, on August 20, I received a letter from their Senior VP & General Counsel accusing me of making defamatory claims and suggesting I leave as a customer. This contradiction was not explained in their response.

  4. Irrelevant remarks Their emphasis on the size of my monthly payment ($50) and personal attacks about defamation do not address the core issue: why they failed to give me clear verification requirements and why my requests for cooperation were disregarded.

  5. Evidence of legitimacy ignored I also informed ConnectWise that my company is officially registered with REMOVEDas an REMOVEDProvider (ISP) under ASN REMOVED. This is a public and verifiable registration that demonstrates my legitimacy in the IT and networking field. Despite this, ConnectWise chose to disregard this evidence and continued to delay the process without providing a clear written policy.

  6. Mischaracterization of me as a bad actor When they finally did respond, instead of engaging transparently with me, ConnectWise attempted to frame me as if I were a hacker or cybercriminal simply because I requested an on-premises license. This is both unfair and misleading. I have repeatedly stated that I am fully willing to cooperate with any verification they require, and I even confirmed my official registration with RIPE. Their attempt to portray me negatively, rather than answer transparently, only underlines my concerns.

  7. Additional proof of legitimacy ignored REMOVEDalso holds official SSL certificates in which the company name is clearly listed and verifiable. If ConnectWise had only asked for this information, I would have provided it immediately. The fact that they never requested such straightforward proof, and instead engaged in lengthy and unnecessary arguments, only strengthens my impression that this process was not handled in good faith.

  For these reasons, I do not consider ConnectWises response sufficient or satisfactory. I respectfully request that my complaint remain open and that BBB reflect the unresolved nature of this case.
  Sincerely,
  Rafi Bar
  

  Business Response

  Date: 09/04/2025

  We want to reiterate that ConnectWise categorically rejects any suggestion that our company or employees are antisemitic or anti-Israel. These allegations are deeply concerning and wholly unfounded. ConnectWise is proud to serve a diverse global customer base, including many partners in REMOVED, and we are equally proud of our diverse workforce, which includes Jewish colleagues and, until recently, an Israeli citizen serving as our Chief Operating REMOVEDrequest for an on-premises license of our screenshare product, we emphasize that our diligence process is designed to protect all users and the broader IT ecosystem. Screenshare tools are frequently targeted by cybercriminals, and as such, we apply rigorous identity verification procedures to all requestsespecially for on-premises deployments. These procedures are not based on ethnicity, nationality, or personal characteristics, but rather on industry-standard security practices.
  Mr. Bar currently uses our cloud-based version of the product and requested to transition to an on-premises license. Our provisioning team encountered challenges in verifying the identity associated with his cloud account against the proposed on-premises deployment. This verification process is what caused the delaynot any form of bias or discrimination.
  We acknowledge Mr. REMOVEDwillingness to cooperate and provide documentation, and we appreciate his efforts to demonstrate legitimacy through RIPE NCC registration and SSL certificates. We also recognize his request for a written verification policy. While we do not publish internal security protocols publicly for cybersecurity reasons, our teams are committed to working directly with partners to clarify requirements and complete verification.
  We regret any delays in communication and are reviewing our internal processes to ensure timely follow-up in the future. Our intention has always been to work collaboratively with Mr. Bar to complete the necessary diligence and move forward.
  As of now, Mr. Bar has been issued a trial key for the on-premises version of the product. Our product team has noted that he typically replies when ready to proceed with a quote or has questions during the trial. We have not received any further communication from him since mid-last week, which suggests he is actively testing the product and that the trial is progressing positively.
  If Mr. Bar chooses not to continue doing business with ConnectWise, we respect that decision, though we remain open to resolving the matter constructively.

• Initial Complaint

  Date:07/10/2025

  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.

  We have been trying to cancel an auto renew contract with Connectwise for their Automate product for about a year. Despite numerous emails stating we did not wish to auto renew before the 7/8/25 renew date they refuse to acknowledge the emails claiming I need to furnish them a reason beyond simply not wanting to renew with them. Our account is current and despite multiple attempts well before the renew date they renewed the contract again without approval for a year term. I have forwarded the copies of emails attempting to get this cancelled and yet I was ignored yet again. Their product caused so many issues we stopped using it over a year ago as it was causing more problems than helping. This appears to be a common problem with Connectwise based upon Reddit and other forums with users having the same issues.

  Business Response

  Date: 07/10/2025

  Hello,
  
  Thank you for bringing your concerns to our attention. We are truly sorry to hear that our products and services no longer meet your expectations.
  
  I have thoroughly reviewed your account and can confirm as REMOVEDalso shared in partner care regarding case REMOVED, it was agreed that we would process a backdated termination to the date of 7/7/25 after reviewing the emails attachments you supplied. 
  
  I want to assure you that we are actively working on obtaining full approval for this request by the end of the week. The process involves going through the management chain, but rest assured that everything is being handled correctly and in accordance with your request for backdating.
  
  We appreciate your patience and understanding as we work towards resolving this matter promptly. If you have any further questions or require additional assistance, please do not hesitate to reach out to me directly.
  
  Many thanks, REMOVED

• Initial Complaint

  Date:04/01/2025

  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.

  Nature of Complaint:Billing/Collection Issues Contract Disputes Product/Service Issues Signed a contract under assurance of onboarding completion by Dec 2024. Only partial services were provided and remaining services (critical to use the platform) were delayed until Mar 2025. I attempted to cancel within 2 weeks, but ConnectWise refused termination. They continue to bill for services never used and have now escalated to collections. I have offered a good faith settlement and have not received resolution despite multiple attempts.Desired Outcome:Terminate the contract without further billing and remove from collections. I have paid $326.84 and am willing to settle for $750 in total. I am a small business owner and was misled during the sales process and have not benefited from the product.

  Business Response

  Date: 04/28/2025

  Hello
  
  We have carefully reviewed the concerns outlined in your Better Business Bureau complaint regarding billing/collection issues, contract disputes, and product/service issues related to the onboarding completion timeline and termination of your contract with ConnectWise. We appreciate the opportunity to address these matters and provide clarification on the situation.
  
  Upon conducting a thorough review of the sales communications and contract details, we can confirm that the onboarding process was scheduled to be completed by the end of January, as communicated during the sales call. The onboarding process commenced in mid-December, aligning with the agreed-upon timeline. However, we understand that you chose to terminate the contract within two weeks of its commencement.
  
  Contract Details:
  - Contract Sign Date: 11/26/2024
  - Contract Start Date: 12/1/2024
  - Contract Term: 12 months
  - Fixed Commit Period: 5 months
  - Billing Breakdown:
  - Dec, Jan at $100 each
  - Feb at $107.50
  - Mar and Apr at $400.32
  
  We have attached a copy of the signed legal agreement for your reference t our case within our CRM where the comms are taking place, which outlines the terms and conditions agreed upon at the time of contract signing.
  
  We can see you have come back asking for the solution here and our team will continue work with you on this.
  Many thanks REMOVED
  
  

• Initial Complaint

  Date:03/11/2025

  Type:Customer Service 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.

  Sales/Contract Issues:Feature Misrepresentation: ConnectWise sales representatives misrepresented the integration capabilities of their products, specifically regarding SSO and third-party vendor integration. They assured me that their products would be suitable for my small, one-man startup business, but this was not the case due to the significant amount of manual setup and configuration required. Contract Alterations: ConnectWise engaged in deceptive contract practices by only showing the cost of one service at a time, obscuring the total monthly cost. Despite multiple requests, they failed to provide a full monthly breakdown of service costs. Minimum License Requirements: REMOVEDfailed to disclose the minimum license requirements until the time of contract signing, placing an undue financial burden on my small business. Lack of Updated MSA: ConnectWise did not provide an updated REMOVEDAgreement (MSA) after adding new services, making it difficult to understand the full scope of services and costs. Technical Issues:Unresolved Issues: Several technical issues, including SSO and third-party vendor integration, remain unresolved despite multiple support tickets. Slow REMOVEDConnectWise support was slow to respond to tickets, particularly regarding ConnectWise Campaign and RMM setup. Delayed Deployment: ConnectWise Campaign was inaccessible for six weeks due to misconfiguration, yet I was still billed for the service. RMM deployment was also delayed due to a lack of communication and invitation for setup. REMOVEDand Administrative Issues:Lack of Partnership: Account managers were more focused on upselling additional products than addressing my current issues. They failed to engage in discussions about cost, contract, and pricing concerns. Requested Call Transcripts: ConnectWise refused to provide call transcripts, citing "privacy" concerns, which hindered my ability to provide documentation for my complaints.

  Business Response

  Date: 04/28/2025

  Hello,
  
  We have thoroughly reviewed the concerns raised in your Better Business Bureau complaint regarding the misrepresentation of product integration capabilities, deceptive contract practices, undisclosed minimum license requirements, lack of updated REMOVEDAgreement, unresolved technical issues, slow response times, delayed deployment, and customer service/administrative issues with our team.
  
  After conducting a detailed investigation and engaging in discussions with our partner, we have taken immediate action to address these issues. As a result, we have mutually agreed to an early termination of the contracts and have processed a credit as a gesture of goodwill to resolve the outstanding matters.
  
  We sincerely apologize for any inconvenience or frustration these issues may have caused you and your small business. Our commitment to resolving these issues and improving our partnership is paramount to us, and we hope that this resolution demonstrates our dedication to customer satisfaction.
  
  We value your feedback and are committed to learning from this experience to ensure that similar issues do not arise in the future. We appreciate your understanding and cooperation throughout this process and hope that our efforts to address your concerns leave the door open for potential future opportunities to work together.
  
  Thank you for bringing these matters to our attention, and please do not hesitate to reach out if you have any further questions or require additional assistance.
  
  Warm regards,
  REMOVED

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23043942
  
  I am rejecting this response because:

  --It doesn't address any of the original concerns regarding refunding of payment and waiving of any accrued costs due to Connectwise not meeting any of the previously stated complaints regarding contract, servicing, product offering, features, etc.
  

  --Attaching agreement sent to me this afternoon which only states service will terminate 4/30 and anything billed after I sign before that date will be a credit.

  --Business's response about providing credit toward account is not true or accurate based on the agreement I received today.

  I've also responded to your staff after they sent this today with the same complaints above.

  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 04/30/2025

  Hello,
  I'm sorry the termination document sent today doesn't meet expectations - I have booked in time with REMOVEDwho is managing the case tomorrow so we get this upto expectations and will continue to share updates.
  Thank you for your patience! 

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:12/30/2024

  Type:Billing 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.

  A charge on my credit card from a company called "Connectwise LLC" in the amount of $3655.94 appeared in November. I have never heard of this company. My credit card company cancelled my card and called it Fraud. I was issued a new card. Some how some way this fraudulent company got my new card numbers and charged my new card in December $3655.94 again. Again my credit card company called this Fraud. I have no idea if this is a scam company but it sure seems to be....

  Business Response

  Date: 12/31/2024

  Good afternoon,

  After receiving this complaint, we launched an internal investigation with our Accounts Receivables team and others, which resulted in finding that there were fraudulent charges for the exact dates and dollar amounts that were initially reported. It appears someone has frauded the individual's card numbers and used it to purchase subscriptions from ConnectWise LLC. The charges have been reversed and resolved & we have been in constant contact with them since they submitted this. We appreciate the individual notifying us of this so that we could rectify it for them. 

  Thank you,

  ConnectWise, LLC

  Customer Answer

  Date: 01/07/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:11/06/2024

  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.

  To Whom it may concern, In Q4 of 2023 we were contacted by Connectwise sales, asking if we wanted to expand our offerings with their products for IT. We were told that Axcient, CWRMM and S1 were helpful for our business and Connectwise (herein CW) was able to grow our business with their "Partner Program" and Marketing. We listened to the sales person and feel that this is an item that the REMOVEDwould feel as both implied as well as actual misrepresentation. We were charged around REMOVEDfor on-boarding of the product, and that drug out to the point that we never heard from those people again. We agreed to around REMOVEDa month/ for their products. When our bills started getting above that amount we reached out with tech support and Account Managers to try to understand why. We were greeted with a ton of emails stating that we owe x amount. That is literally it. No answers on why, or how we could fix these billing issues. Even on the months that we were onboarding and our usage of their product was under the REMOVEDthey surcharged the account to bring us up to the REMOVED.Based on our "Training" "ON-Boarding" etc. we have been left to our own to learn the product that is very complex to understand. This is the reason we were going over. We don't even have a good handle on the software after 10months of this. We are literally training ourselves daily. This is not fair and not was promised as "White Glove". These amounts are huge to us. We didn't sign on for this kind of debt. This practice is totally unfair. While we have reached out to anyone who will listen, we can't seem to get anyone that is truly a supervisor. We have found potentials for breach in their products and notified them. We have created tickets on issues and told that we need to pay the total account balance before they will help. Our computers and our clients computers are being held as REMOVEDby this company and this is our first outside attempt to fix this. Please help.

  Business Response

  Date: 11/08/2024

  Hello,
  

  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. We've provided all contract documentation and contact information for their review. At this time, we consider this matter rectified. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22519259
  
  I am rejecting this response because:  We were contacted by a ConnectWise Representative asking for a meeting on 11.08.24.  The meeting is scheduled for 11.11.24, the above statement to this case was a bit premature in regard to this case.  It appears that ConnectWise issued a out of the box statement trying to close this case with the BBB.  While we are willing to talk to ConnectWise, no communication on the case has been had thus far.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 11/11/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases with the partner in a meeting, the partner is aware why we feel all billing and communication has been consistent across all teams.  We've provided all contract documentation and contact information for their review and they agreed to handle this with their Account Representative from ConnectWise. At this time, we consider this matter rectified.
  

  Customer Answer

  Date: 07/25/2025

  On or about Jan. 1, 2024, REMOVEDin REMOVEDentered into a contractual agreement with ConnectWise of REMOVED, REMOVED. (Herein named REMOVED) REMOVED(INS), was agreed to start services for endpoint protection (S1), Backup Solutions (Axcient) and RMM (Connectwise Control). During the initial onboarding, INS was forgotten by REMOVED. The amount charged to INS for On-boarding ($2200.00) was subsequently refunded after a BBB complaint after a year. On or around 6.15. 24, INS has found that REMOVEDhad been billing services such as SIEM, Network Discovery, S1, at a rate different than quoted rates. Some of these services were never explained or demonstrated how to use the product. INS staff reached out to REMOVEDaround 6.24.25 asking for discontinuation of these services and correction of the billing amounts, to reflect credit. Billing invoices kept accruing, while INS was in discussion with REMOVEDagents concerning the dispute. REMOVEDrepresentatives from REMOVEDand Billing were notified that account managers were trying to correct issues and INS staff kept paying invoices that were disputed, to show good faith to REMOVED. REMOVEDstarted locking the REMOVEDaccount and stopping critical services to their (INS) clients to include backups and End-point security software. Furthermore, REMOVEDwas unable to update the included RMM agents due to this "locking" which made "out of date" agents susceptible to malicious code execution on its (INS) clients endpoints. To reach an amicable resolution INS continued to work with Account Managers to unlock the account, and credit amounts due to INS. REMOVEDhas lost reputational faith and had to credit its customers for lack of services during this time. As most if not all the REMOVEDand REMOVEDare outsourced to another country for REMOVED, INS has had a terrible time communicating with REMOVED. INS has been reaching out constantly for an escalation to a manager over the REMOVEDdepartment, that has the power to stop all this. Help is needed.

  Business Response

  Date: 08/05/2025

  Hi,
  I'm very sorry to hear about the issues you've been experiencing with ConnectWise. I understand how frustrating this must have been, and I truly appreciate your patience.
  I can see you've been working with REMOVEDin REMOVEDand I'm pleased to share that he was able to secure approval for two credits to help resolve the situation, one for $1,900 USD and another for $2,500 USD.
  Please know that our REMOVEDteam is always here to support you. If you encounter any further pain points or need assistance, feel free to reach out to us anytime at REMOVED. Were committed to making your experience as smooth and positive as possible.
  Warm regards,
  REMOVED

• Initial Complaint

  Date:07/31/2024

  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 are using Connectwise manage for 13 years +the program has become slower and slower , till we was forced to stop using it.i tried to open multiple tickets but they claiming that it makes sense 5 second for a ticket to open!!! thats not for year 2024...they are forcing me to stay in contract till the end of the year.

  Business Response

  Date: 08/02/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. We've provided all contract documentation and contact information for their review to show the accurateness. At this time, we consider this matter rectified. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22071369
  
  I am rejecting this response because as i said before, an average ticket takes 5 seconds or so to open it up, this is not how it was when we signed up for the agreement, it became much slower the last few month,

  i Request they should stop now to charge our CC as well as refund the last 2 months A.S.A.P.
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 08/05/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. ConnectWise has reviewed contract renewal dates and product issues and still consider this matter rectified.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22071369
  
  I am rejecting this response because: as i said before, their program started the last few months to perform extremely slow, we CANNOT work wit h that slowness, that was NOT the case when we signed the agreement so the agreement is not valid.

  
  
  Sincerely,
  
  REMOVED