Complaints

This profile includes complaints for Sage Software's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sage Software

  271 17th St NW Atlanta, GA 30363-6216

• 

  Sage Software

  8800 N Gainey Center Dr Ste 200 Scottsdale, AZ 85258-2163

• 

  Sage Software

  1715B N Brown Rd Lawrenceville, GA 30043

• 

  Sage Software Canada

  120 13888 Wireless Way Richmond, BC V6V 0A3

• 

  Sage Software

  8800 N Gainey Center Dr Ste 200 Scottsdale, AZ 85258-2163

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:06/12/2024

  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.

  We have been users of Sage and its predecessor for over 25 years. In the past 5-10 years we are constantly trying to pay for additional service that we want but cannot use. Every year on renewal I ask our account manager to help facilitate getting some of these services working for us. Every year they promise to do so but then once our payment goes through, it is impossible to get an answer form anyone. Account Managers don't answer phone or emails, tech support line is impossible to get through to, online chat is useless, requests submitted on line don't get answered. The only time I can talk to someone is at renewal time when they are looking for money. Most recently, on May 22nd, 2024, I received a call from my "new account manager" and when I explained my issues, he got some one the line to help me. About half what through the process, we realized that the feature he was adding won't work for us so we stopped. While he was remoted into our system, he must have changed some settings as we have been issues ever since. Again I've tried calling, and tried the online options and emailing my account manager but have not gotten any response. Yesterday, I received a call from my "new Account Manager", the second one in a month, looking for payment. When I told him what was going on, he basically said I was lying and it wasn't his problem because he just got handed my account and the person that contacted me wasn't my account manager. He said he'd get someone to contact me but doesn't know when that will happen and then went ahead and processed my payment, after I told him not to.

  Business Response

  Date: 06/13/2024

  6/13/2024  Sage 50 Canada Manager, ***************, has left a voicemail and sent the customer an email with his contact information to schedule a callback to assist.

  Customer Answer

  Date: 06/19/2024

  Sage 50 Manager *************** did contact me as he suggested.  It was a good conversation.  He was not surprised by my past problems with Account Managers as he said that all the people who have been assigned to my account over the years have since been fired which is why I have a new one every year.  He agreed to act as my Account Manager, at least until we get all my concerns addressed.  We also agreed to get my current technical issue resolved before talking about others I've had.  When I explain what their tech did and the problems I am having he said he knew exactly what was wrong and it was an easy fix and would have someone call me to fix it.  Two days later, I got a call from a support technician and after he finished telling me that ***** was lying if he thinks he knows what wrong because that's not possible.  He also argued with me that there's no possible way that I have had the kind of issues I having with account managers and tech support.  He then spent the next 2 hours and 11 minutes trying to figure out what was going on and decided that there's nothing the previous tech could have done to cause these issues and nothing he can do to fix it but if I wanted to give him a copy of our database he run some tests to see if he could figure it out but he'd have to charge us an hourly rate for an unknown number of hours.  I questioned why I should have to pay for something they did and he said because it wasn't their fault.  I told him I wasn't paying for something they did and especially not after my account manager charged my credit card for $7000 after I explicitly told him not to because I wasn't going to renew until at least my current issue got resolved as my experience over the past 5-10 years has been that the only time I can get someone on the phone from Sage is when they are looking for my renewal.  Since this call, I have left a voicemail and two emails for ***** and have not gotten a response.

  Business Response

  Date: 07/02/2024

  Support has contacted the customer several times and provided an option to send the data in for Sage to take a look at so we can determine the nature of the issue. The customer has sent in his data now and our data services team is reviewing it.

• Initial Complaint

  Date:04/10/2024

  Type:Customer Service 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 purchased a sage subscription. The cost was over four thousand dollars. The subscription came with a sixty-day refund policy. I contacted the company to cancel the subscription within the sixty day period in which I am *********** a full refund. I have contacted five individuals who have either passed the buck or ignored my contact attempted

  Business Response

  Date: 04/12/2024

  Good afternoon,

   

  We have called the customer and left a voicemail to confirm the order number that needs to be refunded. When we receive a callback from the customer, we will have the refund processed.

   

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

  Sage Software

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair 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.

  hello i own a business and have a new bookeeper ! for the last year . my old bookeeper had switched my name to the sage account she was using for me i have been receiving bills from sage for the last year even though i dont need it and when ever i try to contact them i get zero response or there email doesnt work or i go on there website and its like trying to find a needle in haystack when it comes to cancelling your account , finally got through to someone beginning of december after being transferrd to many other departments almost as if they were trying to get you to just hang up and give up.. when i finally talked to someone they said my renewal was up at the end of the year and it would be canceled than but i got no offer of a refund or anything and i insisted that it better be canceled and the man assured me it would be. well i just recieved a bill and they took the payment and its the new year . i would like my account canceled immediately and money returned to me for the last year and 1 month as this does seem a bit criminal and makes me wonder how this business can run this way .

  Business Response

  Date: 01/31/2024

  We have reviewed the above complaint and attempted to contact the customer by phone and email to gather some additional information for further research.  We  cannot find a record of  of the user based on the information provided.  Waiting to hear back from the customer.

  Business Response

  Date: 02/01/2024

  See below. Service has been cancelled and refund request submitted.

   

   

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

  Operations Manager, Services

  Customer Answer

  Date: 02/01/2024

   
  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/07/2023

  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.

  We closed our business back in May, and my husband and I both retired. When our Sage 50 with support was up for renewal, I contacted Sage via email 4 times to let them know we were cancelling. I then got an email from Sage stating that the transaction had been declined. This was because my husband lost his business credit card. I continued to receive emails from Sage regarding our renewal and finally I contacted our account manager and left him a voice message reiterating that we were cancelling. He did not bother to return my call. Today I received my statement from my personal AMEX and discovered that Sage had utilized this card for the $3858.25 renewal without my authorization. I have already contacted AMEX and they are launching an investigation into this matter. It is impossible to speak with anyone from Sage. They do not return emails, nor do they bother to return phone calls. It is considered fraud to use someones personal credit card without requesting permission to do so. I would appreciate a refund ASAP. I have copies of all the emails sent to Sage requesting a cancellation. Even after leaving the ** with our supposed accounts manager, they still put the payment through on my personal credit card. We were loyal Sage customers for over 20 years. I am extremely upset that they would use my personal credit card without my permission. Trying to get in touch with anyone at Sage is next to impossible. You are transferred from one department to the next with no resolution. After reading all of the complaints on here, Im now concerned that I will never get my money back. Emails were sent on: October 21st, October 25th, two on November 17th, and on November 28th. No one responded. I called our account manager *********************** 3 weeks ago and he didnt bother to return my call. I am in extremely poor health and the stress this has caused me has just made matters worse for me. Please refund my personal CC you had no right to use.

  Business Response

  Date: 01/12/2024

  Sage has processed the refund for the customer.  We tried reaching out via phone to update the customer but the numbers we have listed on customer's account are not working.

  Customer Answer

  Date: 01/12/2024

  I am satisfied with the refund, however refute claims that they couldnt reach me.  I left a detailed voice message with the account manager - clearly stating my name, our account number, ********************** name as well as my phone number.  Of course any other number wouldnt have worked.  My husband and I have both retired, sold our office building and business.  I stated all of this clearly to Sage via emails as well as the voice message left to our account manager.  They only processed a refund after I made a complaint to BBB, as well as American Express.  They also had my active email address.  They need to take accountability and be there for their customers.  Their customer service and communication skills are abysmal.  They simply ignore your requests for communication.  Its unacceptable.  Do better.  

• Initial Complaint

  Date:10/17/2023

  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.

  Contract Start Date: 1/31/2023 Contract End Date: 1/30/2024 Sale Order Date: 1/31/2023 Customer Name: Doda USA, Inc.Customer Number: ********** Order Number: ********** Sales Order Amount: $2008.60 We purchased Sage 50 to use as a new business system through the agent, **************. We were told that they would be able to convert our data from Quickbooks over to Sage and there would still be things that we needed to enter or change, but most of it should go through no problem. The data specialists were going to work on it and it would take 5 days at the most, but most likely be done after 3 days. It never worked and we weren't even able to open the program, so requested a refund. According to their email the credit was to be for $2008.60. The credit received on 04/28/2023 was only $1,357.47. Nobody will return my calls or emails, below is a timeline:2/20/2023 - Wanted to install the program, tried to get ahold of **** but no response 2/23/2023 - Tried to get ahold of *** again, no response 2/24/2023 - Spoke to ************************* and he agreed to help with install 02/28/2023 - Appt with ***** to get Sage installed on our system 3/1/2023 - Sent files in for data conversion to ***** Ireland 3/6/2023 - Inquired about the data sent in, they said it was in the queue and standard time was 3 - 5 business days. It had already been 5 days. 3/28/2023 - Finally heard back from ***** that the conversion won't work. After this, I requested a refund from *** because there's no point to have a program that won't work. He emailed me back stating the refund was submitted and the credit amount would be $2008.60. Finally on 4/28/2023, we were credited back $1,357.47. I inquired to *** about the difference and he said that it was prorated because we only should have 30 days to get a refund. That was not stated in his previous e-mail and we never were able to even open or use the program. The lengthy amount of time was because they never respond or get back to us.

• Initial Complaint

  Date:09/26/2023

  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 love this product but am having a customer service nightmare. I called ********************** Sept 5 to update my credit ************ old subscription for Premium Sage ($1627.25 ) & was told they would have an agent call me to see if I would rather have the Sage Accountant edition for $920 instead.. I was called Sept 5 by Sage representative *********************** and we agreed that I would go with the Accountant version ($ 920)and during that phone call she assured me that I would not then be billed for the Premium Sage of $1627.25 I was billed for the Accountant version Sept 5 as agreed and then also billed on Sept 9 for the Premium edition for $1627.25. I called Sage ************** to ask for it to be refunded. I was told the agent would call me in 1- 3 days. I did not recieve a call so I called again 2 x and was told the same thing each time. I called the number for ****** ************** and left a message explaining the problem & did not recieve any call back. I have called ***** again tonight Sept 26 and left a message with no reply.I love using the Accountant version & was so pleased initally that the company would look at my account and advise me with a better option. It is now a nightmare instead with this additional charge on my credit card that should be a straightforward refund.

• Initial Complaint

  Date:08/08/2023

  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.

  ************** has called an annoying number of times from Sage.He clearly is trying to make sales. I am the front office coordinator for the NIADA.I have direct contact with all managers, and each department. The person over accounting has asked me to let SAGE know we ARE NOT interested in the services.It is UNPROFESSIONAL to keep calling. This is why I wanted to report.I asked a couple of times to speak with ***'s manager and he did not offer any contact.I blocked his number, and he calls back all the time asking to speak with accounting. Today he called and he realized it was me, and said he had the wrong number. I had already BLOCKED his number, so he lied. The call was not accidental, he was hoping someone else would pick up the phone and also he called from a different number.At this point, it's harassment. If I were in leadership over him, I would not be happy with these exchanges. I just wanted to let you know.

  Business Response

  Date: 08/08/2023

  Dear *****,
  
  I would like to extend my sincere apologies for the inconvenience and frustration you have experienced. At Sage, we always aim to uphold the highest standards of professionalism and respect for our valued clients and their respective businesses.
  
  To address the matter with urgency, I attempted to locate an employee by the name of ************** within our records. Surprisingly, I could not find anyone by that name associated with our company. I would like to investigate this issue further to ensure that such incidents do not occur in the future.
  
  To assist with my investigation, would you be able to provide the phone number(s) from which the calls originated? This will allow me to verify the source and take necessary action to halt any such unsolicited communications in the future.
  
  Again, I deeply regret the inconvenience you've faced, and I assure you that your feedback is crucial to us. We are committed to taking the necessary steps to address your concerns and prevent such issues in the future.
  
  Thank you for bringing this matter to our attention. Your patience and understanding are greatly appreciated.
  
  
  
  ***********************
  Customer Support Account Manager, **********************

• Initial Complaint

  Date:06/22/2023

  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.

  We have been sage uses for years. Last year, customer care was unable to provide our help but was good to us. This month, I had same issue and one rep was so helpful but couldn't get him. So yesterday, June 21, had two nasty reps. *** was not listening, slow to respond to remote assistance, asked if I accepted when I did already and was showing "waiting for technician", then said there is no other way only to reset when I already said I did that. Wasn't listening at all or even cared to offer any kind of diagnostics. I got very upset and hung up. The second one was no better - I finally asked do you want to take over this machine, and he said no you're fine, tehn sked about audit and I mis-heard so he said loudly I said then repeated. I said omg and hung up. The third guy was great. I lodged complaint on chat today and rep was not helpful. Informed me they're not acocuntants, etc so I said yes I know that. Then they asked for question and I said there is none, just wanted to lodge complaint then left because I knew i was getting no where. We paid almost $3000 for our renewal and part of that is support which *****. We would appreciate a credit for our next renewal as I am very close to submitting a report to **** to reverse our current and go to Quickbooks!

  Business Response

  Date: 06/29/2023

  From: ************************ <**************************************************>
  Sent: Thursday, June 29, 2023 9:11 AM
  To: ***************** <*********************************************;
  Subject: Better Business Burea Complaint ID: ******** - ********************** Support
  
  Hello ********, 
  
  
  Thank you for reaching out to us and expressing your concerns about the recent experiences you had with our customer care representatives. We genuinely appreciate your longstanding support as a Sage user, and we sincerely apologize for the frustrations and inconveniences you encountered during your interactions with our team.
  
  
  We understand how important it is to receive prompt and attentive assistance when facing issues, and we deeply regret that we fell short of meeting your expectations on this occasion. It is disheartening to hear about the lack of listening, slow response times, and miscommunications you encountered. We apologize for any inconvenience caused by our representatives' behavior.
  
  
  Your feedback is invaluable to us, as it helps us identify areas where we can improve our services. We have taken note of your concerns and will address them with our customer care team to ensure that such instances do not happen in the future. Please be assured that we are committed to providing the highest level of support to our valued customers.
  
  
  In regard to your request for a credit for your next renewal, we understand your frustration and the impact this has had on your experience with Sage. I would like to investigate your case further and find a solution that demonstrates our commitment to your satisfaction. We will review your account and discuss this matter with our billing department.
  
  
  In order for me to start investigating this, could you please tell me which Sage product you own and what your account number is?
  
  
  Once again, we apologize for the negative experiences you had and assure you that we take your concerns seriously. We genuinely value your loyalty, and we hope that you will allow us the opportunity to regain your trust and provide you with the exceptional service you deserve.
  
  
  If there is anything else we can assist you with or if you have any additional feedback, please do not hesitate to let us know. We are here to help and support you.
  
  
  Thank you for your understanding and patience.
  
  
  Kind regards,
  
  ***********************
  Customer Support Account Manager, **********************

  Customer Answer

  Date: 06/29/2023

  Hello 

  In Response to answer, I want to thank you for getting back to me and also thank you to BBB for stepping in.  

  I understand regarding operations, etc. 

  Thank you for hearing me out.  Sincerely appreciated.

  It wasn't easy to decide to contact you but I felt I had to. Guaranteed, I'm not the only one who had this experience and I'm sure I will have it again.  

  In response to what software and account #, we are using ******************** Premium, Release ****** and our account # is **********. 

  We have no choice but to let our accountant deal with this which is more money we are dishing out. I guess that is part of business to spend a lot of money and to make it (except in our case we are losing due to poor customer base ) but we are doing okay overall.  

  Thanks kindly  

• Initial Complaint

  Date:03/08/2023

  Type:Delivery 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.

  Transaction: 1/17/23 Paid: $611.79 Provided year-end tax forms: 1099s/1096s.Dispute: We received one box, via *** ground, and were charged multiple shipping costs on the invoice. After contacting the vendor, they explained that the online purchase document includes shipping charges [yes, as one total]. Whereas the invoice received for payment itemizes several shipping transactions. Each itemized shipping cost is based on the sets of forms, handling, and packaging [per the vendor's representative].Our dispute is that a customer should not be charged shipping costs for anything other than the package coming from the vendor to the customer. The customer should not be absorbing 'shipping costs' incurred by the company between its distribution and processing centers. That is not the customer's responsibility.Resolution: the vendor deducted 50% of the shipping costs from our invoice.Order No.- o313959005, Customer No.- ********, Invoice No. *********

  Business Response

  Date: 03/17/2023

  
  Thank you for contacting us about your recent transaction and bringing your concerns to our attention. We understand how frustrating it can be to encounter unexpected charges, and we apologize for any confusion that *** have been caused.
  
  To ensure we give you the most accurate information and address your concerns appropriately, would you mind sharing with us which specific Sage product you use? This will help us identify your account and provide the best support.
  
  Regarding your dispute about the shipping costs, we appreciate your feedback and understand your frustration. We strive to be transparent in all aspects of our business, and we apologize if our shipping charges were not clear enough. We are glad to hear that our representative could work with you and reach a resolution by reducing 50% of the shipping costs from your invoice.
  
  Please let us know which Sage product you use so we can better assist you. We value your business and appreciate the opportunity to address your concerns.
  
  
  
  ***********************
  Customer Support Account Manager, **********************
  Office: ************ | Mobile:************ |

• Initial Complaint

  Date:02/28/2023

  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.

  1-11-23 my Master Card was used without approval for $2,665.80, I never got to approve or deny the purchase. late December I spent a couple of days trying to find out the price to possibly renew Sage Estimator, I finally got response but never approved the purchase, we decided not to go this route.****************************** ************

  Business Response

  Date: 03/17/2023

  
  Thank you for contacting us about the unauthorized transaction on your Mastercard. We understand this can be a frustrating experience, and we apologize for any inconvenience caused.
  
  Please confirm the account number you used when the transaction occurred to assist you further. This information will help us investigate the matter and take appropriate action.
  
  Please rest assured that we take all reports of unauthorized transactions very seriously and will do our best to resolve this matter as quickly as possible.
  
  
  
  ***********************
  Customer Support Account Manager, **********************
  Office: ************ | Mobile: ************ |