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:03/03/2023

  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.

  They say I am under contract. I never signed or had a contract.They will not change my pricing because of the contract which I have no contract.They can not provide what I am being billed for and what the contract calls for.They provided me with a totally false contract and even admitted it was a false contract.

  Business Response

  Date: 03/06/2023

  Hello,

  We're sorry to hear this Partner is under the impression they aren't under a contract with ConnectWise. However, we have provided all signed contracts, invoices, and account statements. Partner is currently working with their Account Manager on adjusting their services to fit their needs. 

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19533129
  
  I am rejecting this response because:
  

  This has not been resolved. They called but by the time they called it was to late I had to move my business elsewhere.

  They still claim I have a contract which was only for 6 months back in 2020.

  They have falsely claimed they are helping when they are not. They simple played stall tactics for over 2 months until the renew came due then said they can not help fix any pricing issues.

  If I have to continue to pay the prices, they are billing me for I will have to close my business of 26 years. They claim I have a minimum spend amount and can not change the amount under a false contract.

   

  I totally reject their attempt to claim to be doing business with ethics.

   

   

  *********************
  Sr. ******* Engineer
  ************  ext. 101
  ************ Fax.
  ****************************

   

  To open a new support ticket please email.

  *******************************************
  
  **************, Inc.
  P.O.Box 69
  ********* **. 80640
  
  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  Hello,

  We are sorry to hear that the Partner is not satisfied with the outcome. The signed agreement was provided on March 6th 2023 with the auto renewal clause reflecting the agreement will automatically renew for another 12-month term. At this time, our ************ team is assisting with the intent to not renew following the signed agreement terms. 

• Initial Complaint

  Date:02/22/2023

  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 purchased a 1 year subscription of 500 Bitdefender licenses from Connectwise on January 17, 2023. I advised the sales person that our current Bitdefender vendor billing period is from 22nd of a month till 22nd of the next month. I advised that I need to switch vendors a day or two before the billing period restarts. Of course they sent me the pairing code on 24th. So, we are billed by the previous vendor and at the same time we are billed for the same period by Connectwise. I asked Connectwise ************** to adjust the billing, which they refused. Then I read the sales contract to find out where I stand. I know, should have done it before signing it. It turns out that their contract has an auto-renewal clause that needs to be cancelled at least 60 days before the the contract end. I asked them to cancel the auto-renewal on our account. Connectwise people refused to cancel it. They claim that it can only be cancelled 60 days prior the contract end. It is a lie because the contract clearly says "**** ... Assurance will automatically renew for additional periods equal to the expiring subscription term or one year (whichever is shorter), unless either party gives the other written notice of non-renewal at least sixty (60) days before the end of the relevant term.". Nope, they don't accept any renewal cancellations. I'm afraid that if I wait until 60 days prior to end, they will tell me that it is too late now and pay up for another year. My complain is that the company behaves like a scammer, communication with them is extremely difficult and their employees lie to my face. I no longer trust Connectwise and I will fight to cancel our subscription to both Screenconnect and Bitdefender.

  Business Response

  Date: 03/09/2023

  Hello,

  We're sorry to hear about the Partner's frustrations. After review, the Partner is billed correctly per their signed agreement, therefore no invoices would be retracted or credited. We've scheduled the contract to not automatically renew per their request, so we have marked this as resolved. 

  Customer Answer

  Date: 03/10/2023

   
  Complaint: 19447900
  
  I am rejecting this response because: I clearly told the sales person that the current Bitdefender provider is charging us monthly, and that we need to make the switch away from them before the end of the billing period. I did sign the contract a few days before the billing period ended, yet Connectwise sent me a code allowing to switch from the previous partner two days after new billing period started. They were late, and as a result, we are double-billed for the service and Connectwise does not act in good faith. The fact that to this day I still don't have an official email from Connectwise saying that the automatic renewal was cancelled speaks for itself.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 03/13/2023

  Hello,

  We sorry to hear you're unhappy with our response. Your non-renewal request has been processed and you've been notified via case 01247414. The transfer code was provided within a timely manner after signing the agreement. At this time, all charges are correct and considered due. 

  Kind regards,

• Initial Complaint

  Date:02/21/2023

  Type:Order 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.

  I signed up for a ConnectWise control 1 year contract. I had issues with Manage that was on the contract but the business resolved that with relatively little issue. I have NOT had any issues at all with the Control product.However, my business took a turn and I am no longer offering technical support and service making the need for this product extinct. I run a sole proprietorship. When I say the technical side of my business is closed, I don't have articles of incorporation or dissolution to show - because it is a disregarded entity.Regardless, I was going to wait out the rest of my contract and then cancel. Besides, I signed the 1 year agreement and so it's my responsibility to pay, no issue.The issue comes in when I go to cancel it. I signed this contact on January 24th, 2022. 1 year from that date would be January 24th, 2023. I emailed in to cancel in February of 2023 (this month) to cancel any future billing as I have no need for the software and my contract had ended.I was told that I would be able to terminate on Jan 24th, ****. Thinking this was a typo, I emailed back to clarify. They said all contracts auto-renew for 1 year. This was not actually in the contract that I signed. Instead, it was in a "link" (although not actually linked - just typed - even though PDF supports links). Even reading through the hidden document I'm not able to find the auto renew clause.Lastly, I was not sent any notice about the renewal. The *** clearly states that negative option renewals require a notice be sent and that the auto renew policy or terms are clearly and conspicuously stated. Hard to argue "clearly and conspicuously" when it's beneath 2 links (one linked page which you then have to click on another link to access the secondary document that mentions auto renew).Due to all of that, I would like that my account and contract be terminated as requested with future billing stopped as no notice was given and the full 1 year term has been fulfilled.

  Business Response

  Date: 02/23/2023

  Hello,

  I'm sorry to hear the Partner has faced some challenges regarding terminating his services with ConnectWise and had some concerns regarding our legal terms and conditions. After review, we've confirmed with our legal team that our T&Cs are clearly stated and provided when signing the contract. This Partner failed to provide the necessary 60-day written notice for their intent to terminate their agreement, so the contract was automatically renewed. However, we discovered that he was not given proper notice regarding his renewal, therefore, we are allowing the Partner to terminate their agreement due to this overlook. This will resolve the issue at hand. 

   

  Customer Answer

  Date: 02/24/2023

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

  As they mentioned, no renewal notice was given and once this was pointed out they did allow me to terminate the contract renewal. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/14/2022

  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.

  My company, Calisto Networks - an MSP - has been reselling ****************** for years. Connectwise acquired Continuum a few years back. We heard many a nasty story from their clients when that happened as they are owned by a hedge fund and did some nasty things to clients - so we just kept the same ****************** going and resisted buying anything else from Connectwise. This lasted 3 years or so.We have then decided to significantly reduce our footprint with them and following this they just continued to charge us as before citing a penalty each month for dropping below the "monthly commitment" as they call it. We tried to cancel our contract as it turned out they were supposed to adjust that "monthly commitment" based on two month's usages but never did. So now we are being surcharged by about 40% each month and we are complaining and trying to get them to listen. Endless delay tactics and six months later, one and only one person finally helps and we negotiate a new contract with them to match the services we are actually using.This starts on September 1st 2022. First invoice we receive looks fine, as agreed in the new contract. The very next invoice shows a 50% increase due to a surcharge being applied. ??? Their accounting **** responds saying the surcharge is justified because our "monthly commitment" is way below the agreed... but it isn't. Then they show us the math where it is shown they are just not calculating half the services we have with them into this monthly commitment. This, we think, amounts to criminal behaviour. They are clearly just out to get money out of us by any means they can, legal or otherwise. We will now take necessary steps to bring this into public eye and start legal action against them. We would like to see them credit us the money they overcharged us for for the last 6 months and fix this money grabbing tactic.

  Business Response

  Date: 11/17/2022

  Hello,

  We are very sorry to hear about this Partner's experience. Partner originally reached out towards the end of May to review surcharges and reduce their monthly spend with us. The Account Manager provided a new agreement per Partner's request, and this was signed/effective Sept 1st. Partner is being billed correctly per their agreements and we've provided a credit/refund on the requested invoices due to the delay in producing the new agreement. 

  Thanks,

   

• Initial Complaint

  Date:10/18/2022

  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.

  Ever since we started with Connectwise, they keep confusing us with another Business with the same name as mine (******************) in AR. its been back and forth with a multitude of billing issues, interruption of service, poor communication, contract issues, etc. We have been having a billing issue for almost 2 months now they cant seem to resolve and its causing a lot of issues for me and our business. I've lost countless hours working with these people to rectify issues and at this point am looking for it to be resolved, and get paid for my lost time, etc.

  Business Response

  Date: 10/19/2022

  Thank you for providing that feedback and we're sorry to hear about their experience. We understand there are concerns regarding multiple accounts and this has now been resolved. Regarding their challenges with the contracts/invoices, we've provided the Partner with a solution to correct billing moving forward and offered to credit the account.

  Customer Answer

  Date: 11/03/2022

   
  Complaint: ******** I am rejecting this response because:

  you closed previous BBB complaint, so this is a follow up to Complaint ID: ******** the business did not fix the issue. I reluctantly went through all their processes and contract rewrites, and i just received this months bill and its completely incorrect. I also did now have the previous invoices corrected. all the time wasted on this i want financial compensation from the company, as well as all the corrected.Sincerely,
  
  *********************

  Business Response

  Date: 12/19/2022

  Hello,

  We are sorry to hear that the Partner was still frustrated after our efforts to resolve the complaints. As of 11/16, the Partner received credit/compensation for the issues they faced as well as a new contract to correct billing moving forward. We've confirmed the invoices are reflecting the correct amount and there are no open billing inquires and/or requests for additional credit with our teams. This request has been marked as resolved. Thanks! 

• Initial Complaint

  Date:07/07/2022

  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.

  They keep billing me for a service I cancelled a year ago. They recently sent me to collections, and they refuse to take the account out of their system. I reviewed the invoices they sent me and they literally say $0 commitment, and "-" quantity purchased. Then they randomly sent me a $10,000 bill. I have already corrected their erroneous billing at least twice. I want them to leave me alone. They waste my time as a business owner.

  Business Response

  Date: 08/19/2022

  Business Response /* (1000, 10, 2022/08/04) */ We are actively working with this partner to resolve this case. Thank you. ****** ****** VP of Partner Care