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:05/28/2025

  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 believe N-Able is using ethical and possibly illegal billing practices. I have been a customer for over 12 years and used their remote monitoring and managed backup services. I started to downsize my company and over the past 5 years have moved customers off their platform. I finally moved my last customer from the platform, and showed 0 clients in their system. I called to cancel my service, as I no longer had any clients in their system. They said they will process my cancellation, but once it is approved I will continue to be billed for another 30 days. How can they continue to bill for a service I am no longer using? This is unethical at a minimum and potentially illegal. I would like my service cancelled today and billing stopped. I am not even sure what the final billing amount would be as they did not tell me, just that I would be billed.

  Customer Answer

  Date: 06/09/2025

  I have not heard from the business in response to my complaint.  They just keep telling me they will continue to bill me until theycan "process my cancellation request". 

  Business Response

  Date: 07/13/2025

  Dear Boston Better Business Bureau:

  
  

  N-able's response to complaint #******** (Advanced Technology Solutions) is attached.

  
  

  Regarding complaint #******** filed by ****** ******** of Tech Made Easy: N-able responds that it complied with applicable law and the terms of its agreement with Tech Made Easy at all times, and has cancelled the Services pursuant to Mr. ********** request. There is no balance due related to the renewal of his agreement, and we will communicate the cancellation to him. 

  
  

  Please let us know if you have any questions.

  
  

  Thank you,

  
  

  ******

• Initial Complaint

  Date:05/27/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company hides long term commitment clauses in their terms and conditions. After paying for a one year license they lock you in to a long term contract and refuse to let you cancel in any kind of simple way. They require 90 days formal written notice to stop any future renewals. However on their website it says you only have to give 30 days notice. They take forever to respond to emails and hide their contact information.

• Initial Complaint

  Date:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were contacted from these people about a bill for something we supposedly signed up for last May. We believe it to be fraudulent as we have no idea what there company does, no record of a purchase, and many weird details that were incorrect like name and last 4 digits of card number. We have ignored these requests for payment because we don't have anything to pay them for.After receiving so many harassing emails I told them I wanted to cancel the subscription (which we never made in the first place). We have since been getting many emails about the back money we owe them...We are now supposedly getting contacted by ***** debt collection for some 6 or 700 fee for something we never ordered from N-able in the first place. It seems to be some kind of scam.Please either confirm that this is not you and is a total scam or cancel these invoices and the debt collection thing as we've never ordered nor received anything from you.

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair 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.

  Attempting to cancel services with this company is frustrating. I originally purchased the service when it was branded as Solarwinds. Over the past year, I've used the service very few times and logged on multiple times to try and find a way to cancel the subscription. I couldn't find a way because they do not offer a way to cancel online, through their portal. After researching it, I found you have to submit a ticket through their help desk. The cancellation was request on 1/31/23. I received a cancellation confirmation that informed me that whey would cancel my subscription, but only after collecting an additional 30 days of subscription fees. They have refused multiple refund requests and refuse to escalate the issue further. They debited my account for Fees in February.This constitutes an obtuse, confusing and frustrating customer experience. It's one of the poorest "retention" models out there and I am seeking a refund for the unwanted "extra 30 days."

  Business Response

  Date: 03/09/2023

  Customers must call and create a ticket at **************

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I Have gone through the ticketing system and they have refused to provide any relief or remedy to the situation.  Case # 02156950.  The last response was a week ago, and it was only to say they will review.  This process has been ongoing since January. Please note - they are factually incorrect in the email - the request to cancel was submitted in January, not February.  I would like a refund for February.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:02/22/2023

  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 a contract with N-Able assuming there would be a 60-day notice to cancel, but the company did not mention a termination fee, and the link to the agreement I signed was a 404 page.The sales representative, Dakota, misled me about the support, billing practices, trial process, and SentinelOne integration. I received poor support, and it took almost 2 weeks to receive assistance.I canceled my SentinelOne trial, but I am still being billed for it, and I was billed for 32 unused licenses. I was also told that SentinelOne integrated with N-Sight, but it does not.I want N-Able to cancel the termination fee and refund the billing for the unused SentinelOne subscriptions. I no longer trust the company and wish to part ways. N-Able should improve its support and billing practices to prevent similar issues from occurring in the future.

  Business Response

  Date: 03/09/2023

  Customers must call and create a ticket at **************

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have been able to contact the business and they have granted a refund and cancelled my account. This case can be closed
  
  Regards,
  
  ***********************