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:05/12/2025

  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.

  I installed Paralles Desktop for work and immediately upon installation the system was moving extremely slow. After downloading I could never get past the windows logo screen. After downloading software update and restarting the computer the system still did not work. I cancelled my subscription but they still charged my card $99.99 ***** is now refusing to refund me my money. This company is fraudulently advertising false services that do not work. I want a refund asap.

  Business Response

  Date: 05/13/2025

  Thank you for reaching out and sharing your experience. We're sorry to hear about the trouble you've encountered.
  
  Please note that Parallels Desktop for Mac App Store Edition is sold exclusively through the Apple App Store and, as such, falls under Apples Sales and Refund Terms and Conditions: ***********************************************************************
  
  Unfortunately, ***** does not allow third-party developers, including Parallels, to process returns or issue refunds for App Store purchases, including subscriptions. We understand how frustrating this can be, but we are not able to intervene in Apples billing policies or systems.
  
  That said, we are absolutely committed to helping you resolve the technical issue you experienced. One of our senior support engineers will be reaching out to you directly to assist and work with you to get Parallels Desktop running as intended.
  
  Thank you for your patience, and we look forward to resolving this matter for you.

  Sincerely, 

  The Parallels Team 

• Initial Complaint

  Date:05/02/2025

  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.

  I was unaware I had a yearly subscription and was subsequently billed on renewal. Attempted to get a refund as there was no forewarning and that refund is being denied. Original purchase is April 29th. Refund request May 1st. And it just so happens that the policy was changed Mid-April. You cant just refuse refunds for people already in subscriptions at your leisure. Especially when you do not send any sort of forewarning notification which actually there may be case law to support. You can 100% refuse refunds for NEW subscriptions after that policy change.

  Business Response

  Date: 05/02/2025

  Hello, 
  
  Thank you for reaching out. 
  
  Please know that your feedback has been heard. Weve reviewed your request and can confirm that a full refund has been issued. It should appear in your account shortly, depending on your banks processing times.
  
  If you have any additional questions or need further assistance, feel free to contact us.

  Sicnerely, 

  The Parallels Team

   

• Initial Complaint

  Date:03/21/2025

  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.

  I purchased Parallels 17 and the product is completely unusable on Macbook air M1 while attempting to install both Windows 10 and Windows 11. This software does not work and is not even showing support for version 17. The website keeps trying to make me pay for the latest version. Please refund me so I can resolve this.$49.99 Inovice number BKD-*********** Reference number *********

  Business Response

  Date: 03/22/2025

  Hello,

  Thank you for reaching out.
  

  Parallels Desktop 17 for Mac is not compatible with the latest version of macOS, as outlined in our support article: ********************************************. Additionally, Parallels Desktop 17 for Mac reached its End of Maintenance in September 2024, as detailed here: ********************************************.
  

  We understand your concern regarding a refund; however, the upgrade order for Parallels Desktop 17 for Mac was placed on August 24, 2021. This falls well outside our 30-day money-back guarantee policy: ********************************************. As a result, we are unable to process a refund for this order.
  

  For the best experience and full compatibility with the latest macOS, we recommend upgrading to Parallels Desktop 20 for Mac. Currently, we are offering a limited-time promotion, allowing customers to upgrade at a discounted rate of up to 25% off. More details can be found here: ***************************************.
  

  If you have any further questions or need assistance, please let us know.
  

  Sincerely,
  The Parallels Team

  Customer Answer

  Date: 03/22/2025

   
  Complaint: 23100123
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:02/18/2025

  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.

  Purchased Parallels product on Nov. 21, 2023 and requested refund on Dec. 18, 2023. Invoice and picture of my request enclosed. I have opened several case in 2024 with not help from Parallels support team. They dont seem to understand or read my messages and documents showing that I have followed their instructions to request a refund. I am enclosed the documents I sent to them to show that I requested the refund and opened a ticket on their portal for refund. If you could help me with this issue would be great.Order Ref:431305483

  Business Response

  Date: 02/18/2025

  Hello, 

  Thank you for reaching out. We apologise that the refund request was not processed earlier. We have now issued a refund for the order, reference number *********. You should receive the funds within the next few days.

  Sincerely, 

  The Parallels Team

• Initial Complaint

  Date:11/29/2024

  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.

  I bought a lifetime license for their ************************* Mac ********************** 8 months ago and now the software is broken and does not work. I reached out to their support team and was instructed to pay to upgrade to their latest version 20 of the software since version 19 is not compatible with the latest MacOS software. Reading tons of reviews online, I now see that this is a yearly probably for EVERYONE who buys a "Lifetime" license from this company where the ********************** becomes unsupported in under a year whenever their new paid upgrade comes out. This company offers 2 pricing tiers, a subscription that allows yearly upgrades and a lifetime license which apparently only works for under a year and then you're forced to pay for upgrades to use the software that you paid $129 for. Their support team didn't even try to help me troubleshoot. They instantly instructed me to pay more money in order to use the software that I paid for. Unbelievable that there isn't a class action lawsuit against this company. What a total scam.

  Business Response

  Date: 12/02/2024

  Hello,
  

  Thank you for contacting us.
  

  Were sorry to hear about your experience with Parallels Desktop 19 for Mac.
  

  Our Senior Support team will be reaching out directly to Mr. ***** to address this issue and assist further.
  

  Sincerely,
  The Parallels Team

• Initial Complaint

  Date:11/21/2024

  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 recently purchased a 1 year subscription to Parallels Desktop for Mac. The refund policy says that I can request a refund in 30 days if I'm not satisfied. When attempting to get one via the form ***********************************, I get an email that I need to contact Parallels support. When I reach Parallels support, I get a chat bot that tells me to use the form mentioned earlier. When I attempt to try and get a support **** I get an error. I just want my money back, I'm not satisfied with this product.

  Business Response

  Date: 11/21/2024

  Hello,
  
  Thank you for getting in touch. We are sorry to hear about the trouble you experienced reaching Parallels Support.
  
  As requested, your order reference number ********* has been refunded.
  
  If there is anything else we can help with, please do let us know.
  
  Best regards,
  The Parallels Team

• Initial Complaint

  Date:09/10/2024

  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.

  Hello, I opted for this software following a satisfactory trial period. It functioned well then, but after purchasing and initiating it months later, I encountered a persistent blue screen error stating, Your device ran into a problem and needs to restart. This issue does not arise when I start Bootcamp directly; it occurs solely when launching Parallels on macOS. Despite multiple contacts with tech support and several unsuccessful troubleshooting attempts, their final suggestion was to install a new Windows partition. However, this led to a new issue: I could access my old files but not my Nuance Dragon Naturally Speaking software, as it requested a registration code. Since the registration was completed on the original Bootcamp partition via Parallels when it was working correctly but was now causing blue screen errors, I cannot deactivate the license for use on another device. ******'s stringent licensing policies compound the problem, and reaching out for their support has been futile. Parallels trial performance was flawless, but after numerous unsuccessful interactions with tech support, I found my time unduly consumed. I am requesting a refund of the $60 I paid, as the primary purpose of using Parallelsto run Dragon Naturally Speaking on macOSremains unmet. Given that I possess an ***** Mac, directly launching Bootcamp is more efficient, rendering Parallels ineffective for its intended use. I have attached the purchase receipt and my email exchange with the firm. I'm requesting a refund of this software.

  Business Response

  Date: 09/11/2024

  Hello,

  Thank you for contacting us. We're sorry to hear that Parallels Desktop for Mac did not meet your expectations. This is to confirm that a refund has been issued for your order, reference number *********, and you should see the funds reflected in your account within a few business days.
  

  We truly appreciate your interest in Parallels and hope to welcome you back as a loyal customer in the future.
  

  Best regards,
  The Parallels Team

• Initial Complaint

  Date:09/05/2024

  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.

  On May 11, 2024, I paid ***** for an annual Parallels Desktop Pro Edition subscription to use on my MacBook Pro running macOS. In addition, I purchased a Windows 11 Pro key for ****** to use specifically with Parallels. The total amount paid was ******. Parallels promised to provide stable virtualisation software enabling me to run Windows on my Mac.However, the software has proven unreliable, resulting in frequent crashes and system interference on macOS, prompting me to take my MacBook to the Apple Store for diagnostics. ***** Support identified Parallels Desktop as the likely source of these problems and advised against using it. As a result, I can no longer use Parallels Pro Edition or the Windows 11 Pro key, which is only helpful with the virtualisation software.Despite multiple attempts to resolve the issue with Parallels customer support, they have only provided a one-month extension, which does not address the root cause. Given the softwares instability and lack of usability on macOS, I am requesting a full refund of ****** for both the Parallels Pro Edition and the Windows 11 Pro key.

  Business Response

  Date: 09/06/2024

  Hello, 
  
  Thank you for reaching out. 
  
  We are very sorry to know Parallels Desktop for Mac did not work for you up to your expectations. 
  
  We may proceed with the refund of your order (reference number *********, purchased on 11.05.2024) by coordinating with our order processing partner, Cleverbridge.
  
  Regarding the refund request for the Windows 11 Pro key, we regret to inform you that we cannot accommodate this request, as we do not sell Windows licenses and the purchase was not made through Parallels.
  
  We would be happy to offer support from our Parallels Desktop Level 2 team to address any issues youve encountered. If you prefer to proceed with the refund for Parallels Desktop for Mac Pro Edition, please let us know, and we will work with Cleverbridge to process it.
  
  Sincerely, 
  The Parallels Team

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22245525
  
  I am rejecting this response because:
  
  Hello Parallels Team,
  
  Thank you for replying.
  
  I have to disagree with your assessment. Parallels Desktop had severe compatibility issues with macOS, resulting in frequent crashes, as confirmed by ***** Support, who advised me to stop using it. This demonstrates that the product is not fit for purpose, as it does not provide stable virtualisation, which was why I purchased it.
  
  Furthermore, ********* officially supports Parallels Desktop for running Windows 11 on Apple silicon Macs (link: ***********************************************************************************************************************************************************). Given this; I wonder why you cannot refund the Windows 11 Pro key, especially since your product requires customers to buy this license. I would not have purchased the Windows 11 Pro key if I had known Parallels would not function properly.
  
  I already contacted ********* for a refund, but it was denied because the key had been used and the 30-day return period had expired. I have attached a portion of my transcript from my conversation with **********
  
  According to the UKs Consumer Rights Act 2015, products must be of satisfactory quality and fit for purpose. Parallels Desktop fails to meet these requirements. Since I purchased the Windows 11 Pro key specifically for use with your product, which does not work, I hold you accountable for a solution.
  
  Your suggestion that I contact ********* directly ignores that I only purchased the Windows key because your software required it. Because Parallels did not work as advertised, you are responsible for the entire cost.
  
  It is also disappointing that I had to escalate this issue to the Better Business Bureau before receiving a response beyond your customer supports one-month extension.
  
  Please process a full refund of ****** for both Parallels Desktop Pro Edition and the Windows 11 Pro key.
  
  I am confident that this will be resolved promptly by UK consumer law.
  
  Kind regards,
  
  ******* *****

  Business Response

  Date: 09/20/2024

  Hello,

  Thank you for getting back to us. 
  
  Unfortunately, we are unable to process refunds for software not purchased directly through Parallels. Any requests for refunds related to the Windows license must be addressed with the original seller from whom the license was purchased.
  
  The requirement to license Windows installations, whether physical or virtual, is mandated by *********. Parallels is not involved in setting these requirements, and they must be adhered to in accordance with Microsofts policies.
  
  As previously offered, we would be pleased to have one of our Level 2 Engineers assist you directly to resolve the issue. Additionally, as a gesture of goodwill, we are happy to extend your Parallels Desktop for Mac subscription by an additional year at no cost.
  
  The only refund we are able to process is for order reference number *********, which pertains to your purchase of Parallels Desktop.
  
  Please let us know how you would like to proceed, and we will be glad to assist further.
  
  Sincerely,
  The Parallels Team

  Customer Answer

  Date: 09/30/2024

  Dear ******,
  
  I apologise for the delay in responding and for not getting back to Parallels sooner. I lost track of time and forgot to reply.
  
  I can confirm that I am satisfied with Parallels compromise solution. Given the circumstances, I recognise that I am unlikely to achieve my desired outcome, so I am prepared to accept the proposed solution.
  

  
  

• Initial Complaint

  Date:05/01/2024

  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.

  I purchased a lifetime key for the software and I have been trying to reach out to solve the issue of it not opening but their support page does not give me any type of way to contact them ive been reading on the forms and they have not released any type of fix or patch for this just explained why it does not work according to the form the my only recourse is to purchase a new license key

  Business Response

  Date: 05/02/2024

  Hello, 

  Thank you for reaching out. This is to confirm Parallels Support Team will be reaching out to ************** directly to offer assistance. 

  Sincerely, 

  The Parallels Team 

  Customer Answer

  Date: 05/02/2024

   
  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:03/14/2024

  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.

  Supposedly automatically renewed at beginning of calendar year. Now told my license has expired. Product doesn't function as promised anyway. Support impossible to get because of hurdles to customer contact. Very simply. I no longer want the product, and I want a refund of their automatic renewal. Simple

  Business Response

  Date: 03/14/2024

  Hello,

  
  Thank you for reaching out.
  
  As requested, we have issued a refund for the last renewal of the subscription for Parallels Desktop for Mac (order reference number ********* has been refunded).
  
  Please let us know if any further assistance is required.
  
  Sincerely,
  The Parallels Team