Business Profile

Computer Hardware

Sage Software

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Complaints

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

Customer Complaints Summary

31 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:02/01/2023
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.
My husband, ******************************, died on 2/11/22. On 8/31/22, Sage software charged his expired **** card $560.32 for a time slips program. His **** card expired in July,2022 (****). When I received the **** credit card statement, in September, 2022, I called Both Sage software ***********, speaking to *************************************, account executive, and citicard for **** to protest this unauthorized charge. ********************** told me to protest the charge with citcard **** as it was the fastest way to reverse this charge. He told me that sage would reverse this charge but it takes quite a while. Since that time I have had numerous contacts both in writing, email, and phone, with both Sage software and Citicards ****, and I have sent the death certificate and other supporting documents, but I still am being threatened by citicard demanding payment as Sage software has not reversed the charge. This charge was never authorized yet I cant get the matter reversed. While ********************** has assured me that Sage would reverse this charge, it has not been done, and Citicards has not done anything to resolve this matter properly.
Business Response
Date: 02/16/2023
Hello *****,

I wanted to let you know that I have received your Better Business Bureau case regarding the unauthorized charge on your late husband's **** card for the time slips program. I am so sorry for your loss and for any stress and inconvenience that this unauthorized charge has caused you. As *********************** from Sage support, I want to assure you that we take this matter seriously, and I'll do my best to resolve this issue as soon as possible.

I understand this has been a frustrating experience for you,and I am committed to making things right. I will be researching this internally and will follow up with you shortly with a resolution.

Thank you for your patience and understanding, and please let me know if you have any further questions or concerns.

***********************
Customer Support Account Manager, **********************
Office: ************ | Mobile: ************ |
Initial Complaint
Date:01/14/2023
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.
I discontinued our Sage 50 monthly billing plan on November 11th 2022 over the phone and was told that I had done so in plenty of time to make sure I would not be charged again. I received an email confirmation of my cancelation and a follow up phone call from another Sage representative to go over the read only access that I would have to my information. I informed her that I would not need any access to my information because I had already transferred all of my data to the program I am currently using. I told her to please just make sure I would not be charged again. I had not been using the Sage Software in almost a year (since Jan 2022) but had not canceled before my renewal was processed in November 2021 so I had been paying for a program that I was not using. That was my mistake and I am not contesting the charges through October 2022. However, when I called to cancel my subscription on November 11 2022, I made it clear to both representatives that I was not interested in any continuing subscription whatsoever. After I received the email confirmation of my cancelation, I was charged $***** on 11/16. I reached back out to sage for a refund and was refunded ***** on December 5th. I was then charged ***** again on December 8th. I emailed Sage for another refund and did not receive any response. I now have another pending charge for ****** and I emailed Sage again on Friday January 13th. I would like an expedited refund for the ****** and an assurance from the company that I will not be charged again and that they will delete my credit card information from their system
Business Response
Date: 01/17/2023
Hello *****,

Thank you for bringing this matter to our attention. My name is ***********************, and I am Sage's Customer Support Account Manager. We sincerely apologize for the frustration and inconvenience caused by the additional charges you received after canceling your Sage 50 monthly billing plan.

I have escalated this issue to our **************** Team,and we are working diligently to resolve it as soon as possible. Rest assured that we are taking this matter seriously and will process an expedited refund of $171.51 for the charges in question, and ensure that you will not be charged again. We will also delete your credit card information from our system.

We value your business and strive to provide the highest level of customer service. If you have any further issues or concerns, please do not hesitate to contact us. We are dedicated to resolving any problems you may have and ensuring your satisfaction with our products and services.

Thank you for your patience and understanding.

***********************
Customer Support Account Manager, **********************
Initial Complaint
Date:01/02/2023
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.
I Purchased an online Payroll Software service January 2022. The software was fraught with errors right from the get go and became progressively worse. Wrong calculations, errors in reporting, and government submissions. **************** is horrible. I spent hours upon hours reconciling reports and errors. They kept on escalating the issue to the development team. I sent emails upon email to their customers support to no avail. Its now year end and all government payroll submissions are wrong. I had to do everything manually to ensure our employees receive correct T4 slips and my source deductions are correctly submitted and up to date. Im shocked that a reputable organization such as this, whose slogan is to help small businesses - would launch a software without proper testing. This was the most stressful experience Ive had with any software provider yet. Shame on them. They left me high and dry, while i literally was begging for help. I have tons of emails to prove it.
Business Response
Date: 01/10/2023
My name is ***********************, and I am Sage's Customer Support Account Manager. I am writing to express my sincerest apologies for the difficulty you have experienced in getting your issue resolved. I understand that you have filed a case with the Better Business Bureau, and I assure you that we take this matter very seriously.

As a software vendor, our primary goal is to ensure the satisfaction of our valued customers. In that light, I would like to assure you that I will work closely with our sales department to find a resolution to this issue as quickly as possible.

To aid in this process, I kindly ask that you provide me with your account number. This will allow me to access your account and gather the necessary information to resolve this issue.

Once again, I apologize for any inconvenience this may have caused and would like to thank you for bringing this matter to our attention. Please do not hesitate to reach out if you have any further questions or concerns.

***********************
Customer Support Account Manager, **********************
Customer Answer
Date: 01/10/2023
The response I received was to ask for our account number so that they can further investigate. It remains to be seen what comes out of it. Their apology is not enough and will not erase a years worth of agony. For a company that prides itself for helping small businesses with software solutions - this was a product that should never have been launched, it was fraught with errors and was non compliant with regulatory requirements.
Business Response
Date: 01/17/2023
Hello ******,

I apologize for any difficulties you have encountered and for the lack of resolution provided by our technical support team.

I want to assure you that your feedback is very important to us and we take it seriously. I am escalating this issue to our Support Director for further review and investigation. We are committed to finding a solution for you and improving our service.

***********************
Customer Support Account Manager, **********************
Initial Complaint
Date:12/20/2022
Type:Billing Issues
Status:
UnresolvedMore 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 using SAGE/Peachtree for over a decade. in 2020 Sales from SAGE told us to upgrade and confirmed in writing that there is only a one time charge and that we will not be charged annually. After 1 year they have now started charging us and we believe this is deceptive business practices. If they confirm in writing they should stick to their commitment. We are now locked in and so they are taking advantage of us.
Business Response
Date: 12/27/2022
I appreciate you bringing this issue to our attention. I'm sorry to hear this has happened. I am in the process of researching what happened and a path forward. Please forward the original email that states, "2020 Sales from SAGE told us to upgrade and confirmed in writing that there is only a one time charge and that we will not be charged annually."
Thank you.
Customer Answer
Date: 12/28/2022

Complaint: 18615705

I am rejecting this response. Email has been provided where SAGE representative clearly stated on Oct 13, 2020
"Additionally, by renewing now, your preferred customer pricing will remain in effect, and you will not be subjected to new customer pricing which will be higher."
We renewed based on this email. Now SAGE wants to charge us.

Sincerely,

*******************************
Business Response
Date: 01/10/2023
From: ************************ [mailto:**************************************************]
Sent: Tuesday, January 10, 2023 12:59 PM
To: ***************************
Subject: Sage - Better Business Bureau **************************** *******,

Thank you for bringing this matter to our attention; we genuinely appreciate it. I completely understand your concern, and I am truly sorry for any confusion and inconvenience this has caused.
As the Customer Support Account Manager for **********************, I want to assure you that our top priorities are customer satisfaction and ethical ********************** practices.

We value your loyalty as a long-term customer and never intend to take advantage of our valued customers. I assure you that I am actively researching this matter with our sales department and working towards finding a quick and satisfactory resolution for you.

If you have any further questions or concerns, please do not hesitate to contact me. We are here to help and value your business.
Customer Answer
Date: 01/11/2023

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. I will update if the Business response does not work. It seems like they will take care of the issue.

Sincerely,

*******************************
Initial Complaint
Date:12/15/2022
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.
Complaint for incorrect subscription charge during trial period, and beyond charged by Sage ******.Our Not-for-****************** has been using Simply Accounting from 2006 and then Sage 50 from 2006 to current. It has worked well for us. In August 2022 we acquired a new computer and asked Sage ****** about options on Sage Accounting programs. The Sage contact Agent (name and email address can be provided if needed) recommended that we do a 30 day trial with Sage Cloud version. To do that we needed to provide a credit card number so I provided my personal MC number. We installed Sage Cloud on August 19th and soon discovered that the Sage Cloud version cannot do what we value with the older Sage 50 (use of Departments). We sent an email to Agent August 22 to cancel the trial, and received a reply No worries, You will receive confirmation shortly. We did not receive such a confirming email so contacted the Agent several times but there has not been any reply to that as yet. In the meantime there was a charge on my MC on August 20, and another on September 28. I have been trying to get these incorrect charges credited to my personal Mastercard.Further details are listed on the attached.Most recent email sent December 14, 2022 From: info komokaseniorsapartments.com To: ************************************ <**************************************************************>Hi ********,If I do not receive an acknowledgement of this email and a commitment to correct the incorrect charges I will file a complaint with the Better Business Bureau.Yours truly,***************** I can provide copies of emails if needed.Yours truly,***************** Director / Treasurer Lobo Township Non-**************************** ******************************************************************** O/A ****** Seniors Apartments a CRA Registered Charity ****** ************ (home)
Business Response
Date: 12/29/2022
I'm sorry to hear this is happening, and appreciate you bringing this to our attention. I have sent a message to the Inside Sales Manager, they have requested a refund to be processed immediately. I will keep you updated. Please let me know if there is anything else I can do to help.
Thank you
Customer Answer
Date: 01/04/2023

Better Business Bureau:

I have reviewed the response made by the business: in reference to complaint ID ********, saying that they have sent a message to the Inside Sales Manager, and that they have requested a refund to be processed immediately. and find that this resolution is satisfactory to me and trust the refund will be processed immediately.
Sincerely,
*****************
Customer Answer
Date: 02/17/2023

Complaint: 18580032

I am rejecting this response because:
Hello,
In December 2022 I filed a complaint regarding Sage ****** headquartered in *******, **
In the below email I was notified that the business was resolving the matter and I agreed to a full refund. However this refund has not yet been applied to my Master Card account on which the incorrect withdrawals had been made by Sage.
I replied to the refund resolution but have not received any further correspondence on this.
As noted below:
Complaint ID: ********
Code: 50726087-999D6
Please let me know what my next step would be?
Thank You,
*****************

Sincerely,

*****************
Business Response
Date: 03/03/2023
Hello ****,

I hope this email finds you well. I wanted to express my gratitude for your patience as we work towards resolving the issue at hand.

Please know that we have escalated your refund request to our AP/AR team and are committed to finding a resolution as soon as possible.While I understand that this situation has caused inconvenience and frustration, please be assured that we are doing everything possible to rectify it.

I am writing to inform you that I will be out of the office next week, but I have arranged for *********************** to step in and oversee your case while I am away. ***** is well-versed in our company's policies and procedures, and I am confident he will provide you with the same level of support and attention I have.

Once again, thank you for your understanding, and please do not hesitate to reach out to ***** if you have any questions or concerns in the interim.
Initial Complaint
Date:11/15/2022
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.
I am a CPA who had a SAGE monthly subscription. When the renewal came up, I cancelled it (July 2022). I've been charged an inflated price of $59.85 per month on my credit card every month since I cancelled. SAGE doesn't take written cancellations - so they conveniently make sure it's hard to prove! In fact, there is no way to contact them by email whatsoever! I've phoned every single month, every single month I'm transferred over and over again (back and forth between sales and accounting), left on hold (for well over an hour) - and really the staff just hope I get tired and go away so they can keep charging my credit card. However, I have notified them every single month that I cancelled my service. Every single month they continue to charge me. Now, at November - I expect a refund of $299.25 (and I assume it's going to keep going up as they'll no doubt once again fraudulently charge me in December again).No amount of calling them has resolved the issue. I'm sorry - but this is 100% wrong on SAGE's part.
Business Response
Date: 11/15/2022
From: ************************
Sent: Tuesday, November 15, 2022 12:54 PM
To: ************************** <************************>
Subject: Better Business Bureau **************************** *******,

My name is ***********************, and I am an escalations manager at Sage. I'm contacting you about the case filed with the Better Business Bureau.

I apologize for the difficulty you've experienced in canceling your subscription. I will work with our sales department on a resolution. Could you please provide me with your account number to identify your account?

***********************
Customer Support Account Manager, **********************
Initial Complaint
Date:11/08/2022
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.
I bought Sage Premium 50 2017 edition in December 2016 a perpetual license with the ability to set up unlimited companies. I never required or subscribed for support and i have operated the software for almost 6 years without any issues until late last month. When i tried to work on my existing companies I received messages in the software from Sage on that i have exceeded the number of companies I can operate . My options were to call **************** or deactivate the company i wished to work on. I was totally confused and I called customer service and the details of the conversations I have uploaded. I sent 3 emails to the company Djibril Ntima, without receiving any response.All I can ascertain from my conversations is that Sage has blocked my access to my software and wish me to buy another annual subscription version of the product. I believe this to be RANSOMWARE as I already have purchased the 2017 perpetual version.
Business Response
Date: 11/08/2022
From: ************************
Sent: Tuesday, November 8, 2022 4:27 PM
To: ********************** <********************>
Subject: Better Business Bureau Case # ********

My name is ***********************, and I am an Account Manager at Sage. I'm contacting you about the case filed with the Better Business Bureau.

I apologize for the difficulty you've experienced in getting this issue resolved. I've reviewed the attachments, and I'm working with our support department on a resolution. I expect to have an update back shortly.

***********************
Customer Support Account Manager, **********************
Office: ************ | Mobile: ************ |
Initial Complaint
Date:10/17/2022
Type:Product 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 had a contract with Sage 100 and transitioned to another product they have, Sage Intacct. The transition was prior to our annual renewal so I requested a credit/refund for the months we stopped using Sage 100 and began using Sage Intacct. I spoke several times on the phone and was told it would be processed but to date, nothing.Even though I had those conversations, they were notified of the change, we received an email that our renewal would be processed for Sage 100. Again, calls were made and resubmission of the cancellation.They still pulled over $7k from our account. Now their reply is it will take at least 30 days to get our money refunded.This is not customer support. I request they refund the erroneously deducted renewal and the funds for the account between January 2022 and the renewal date of October 2022.Thank you.*************************
Business Response
Date: 10/17/2022
Hello ******,

My name is ***********************, and I am an Account Manager at Sage. I'm contacting you about the case filed with the Better Business Bureau.

I apologize for the difficulty you've experienced in getting this issue resolved. I will work with our sales department on a resolution. Could you please provide me with your account number?

***********************
Customer Support Account Manager, **********************
Office: ************ | Mobile:************ |
Customer Answer
Date: 10/18/2022
The account is under the name ******************************
Account number is **********
Business Response
Date: 10/21/2022
Thank you, ******! I appreciate your assistance and patience in resolving this. I am working with internal teams to get this resolved and refund the Sage 100 renewal. I expect to have an update for you next week.

***********************
Customer Support Account Manager, **********************
Office: ************ | Mobile:************ |
Customer Answer
Date: 10/24/2022
I received the notification you were working on the refund for the deduction of funds for the 2022-2023 renewal. The account rep had responded with the information that the funds were to be refunded soon.
Please note the other issue in the original complaint regarding the refund for January 2022 to October 2022 as we had moved from Sage 100 to Sage Intacct.
Is that something you will be taking care of?
Thank you, *************************

Business Response
Date: 10/31/2022
Hello ******,

Thank you for following up and providing the additional information. Our Sales Manager, ***************************, reached out last week and could not make contact. I believe that she left you a voicemail. Ive included her in this email to help facilitate a call to discuss the account.

***********************
Customer Support Account Manager, **********************
Customer Answer
Date: 11/03/2022

Complaint: 18233572

I am rejecting this response because:
I have not received a voice mail or have missed calls.
What number is being used? It should be ************

Sincerely,

*************************
Business Response
Date: 11/08/2022
******,

Thanks for taking time to chat with me yesterday.

As follow up to let you know that the pro-rated refund amount due for the 2021-2022 renewal order is $5011.73. Have started the process so it will take a couple of days to get it through the approval process and send the check your way.

Appreciate your patience.

Best,

***************************
Inside Sales Manager|Customer Success and Retention
Customer Answer
Date: 11/09/2022

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:09/22/2022
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.
We subscribe to Sage online accounting service. At the beginning of trial/promotional period, everything worked as described. After a few months, their Connect to ************ stopped working and I was instructed to use a workaround, which is not a substitute. I was told it would take a few months due to the nature of the problem with someone following up. Now after a few months and my trial/promotional period is over and I am paying full subscription fee, there is still no progress, no update and no resolution to the issue. Several attempts to escalate were ignored. I was told no credit could be given due to their failed promise to deliver with no time to resolution and no one following up.
Business Response
Date: 10/21/2022
Hello *****,

My name is ***********************, and I am an Account Manager at Sage. I'm contacting you about the case filed with the Better Business Bureau.

I apologize for the difficulty you've experienced in getting this issue resolved. I will work with our sales department on a resolution. Could you please provide me with your account number?

***********************
Customer Support Account Manager, **********************
Customer Answer
Date: 10/21/2022
I have received an email from *********************** and have responded with some details and timeline of what happened. In response to ****'s questions.

Sorry I am not exactly sure what my account number is. Every time I chat with support, they only ask for the email address associated with the account.

Email address associated with the account is **********************
From my invoice, there is an Account Reference C00166995
Business Response
Date: 10/31/2022
Hello *****,

Thank you for getting the account reference number. This reference number and email address were not associated with an account in our database. Can you tell me what Sage product and version you purchased?

***********************
Customer Support Account Manager, **********************
Customer Answer
Date: 10/31/2022
It is not a purchase. It is a monthly subscription to Sage Accounting. Attached is the case created back on 5/31/2022.
Business Response
Date: 11/11/2022
From: ************************
Sent: Friday, November 11, 2022 3:50 PM
To: '***** Au' <****************>
Subject: RE: Better Business Bureau **************************** *****,

Thank you for being so patient while we work to resolve this issue. We are working with the bank feed vendor to engineer a fix to this issue. Additionally, our Operations Manager, ***************, confirmed a 25% discount applied to your subscription for 12 months. The discount is now active on your account.

***********************
Customer Support Account Manager, **********************
Customer Answer
Date: 11/14/2022
Yes. I am aware of the discount applied. I asked for the discount for 2 main reasons. 1) I should not be paying full price for a service with a broken promise. 2) I should not be the only one bearing the pain and Sage has no incentive on fixing the problem if I continue to pay full price for the service. Without the Connect to Bank feature,both me and my book keeping are spending significantly more time trying to track bank transactions in Sage.
Initial Complaint
Date:07/21/2022
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.
04/05/2022 My retail package of SAGE 50 Pro Accounting was delivered, the order was place on 04/01/02022.2021 **** Edition with One year Support.I have registered and found difficulty where I needed help. Going back and forth between Chat, and support a representative named **** said I bought their Retail Package and that they are only supporting *************************************************************************************** exclusions yet they will not support.They need to honor their commitment. The software was installed today. The one year should begin from registration. Either now or April they must comply with their obligations for warranty/product performance.
Business Response
Date: 08/03/2022
Hello ****,

Thank you for getting back to me with this information. I am coordinating with our support team to resolve this issue. I will provide an update for you once we have a resolution.

***********************
Customer Support Account Manager, **********************
Office: ************ | Mobile:************ |

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