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:09/08/2025

  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.

  On September 5th, I was charged $119.99 for an automatic renewal of a subscription with Parallels. 30 days prior the company sent me an automatic renewal reminder for the charge; however, the date in the automatic renewal reminder was wrong. They said the charge would take place on 2/9/2025. I assumed the email was a mistake because the date was in the past. Then on 8/16 I decided to make sure it was a mistake, so I signed in to my account to check if there were any upcoming charges. There werent any upcoming renewal dates listed on my account, which only confirmed my initial assumption that the renewal reminder was a mistake email. Then I was charged for the renewal on 9/5. The company will not give a refund even though Ive provided evidence that the date in the initial renewal reminder was wrong.

  Business Response

  Date: 09/09/2025

  Hello,
  
  Thank you for contacting us, and were sorry to hear about the unwanted renewal.
  
  A full refund has been processed for your most recent renewal (order reference #*********). The funds should appear in your account within a few business days.
  
  If theres anything else we can help you with, please dont hesitate to let us know.

  Sincerely, 

  The Parallels Team 

• Initial Complaint

  Date:08/26/2025

  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 purchased a perpetual license for ********************** Desktop for Mac, expecting it to continue functioning without additional payment. After a macOS update, the software stopped working, and I have been unable to obtain support through any official channels unless I purchase an upgrade. Selling a perpetual license while providing no support or usability after updates is contradictory and leaves customers without a working product.

  Business Response

  Date: 08/27/2025

  Hello,
  

  Thank you for contacting us.
  
  The Parallels Desktop 17 for Mac permanent license was purchased on June 24, 2022 (Order Ref: #*********). Unlike a subscription license, which includes complimentary upgrades during the subscription period, a perpetual license remains valid only for the version purchased and depends on Parallels Desktop/macOS compatibility: *************************************************;
  
  Parallels Desktop 17 for Mac officially supports the following macOS versions:
  
  macOS High Sierra
  macOS Mojave
  macOS Catalina
  macOS Big Sur
  macOS Monterey

  In order to run Parallels Desktop for Mac on newer versions, a newer version of Parallels Desktop for Mac is required. 
  
  Only Parallels Desktop 20 and Parallels Desktop 26 are fully supported on macOS Sequoia (15), Parallels Desktop version 26 is also fully optimised for the upcoming release of macOS Tahoe 26: 

  ************************************************************************************;
  
  In order to continue using Parallels Desktop for Mac on macOS Sequoia (15) it is recommended to upgrade to the latest version. An Upgrade to the newest version can be purchased online: ******************************************************************************;
  
  There are two types of Upgrade that are available:
  
  1. Parallels Desktop Standard Edition Upgrade (Perpetual. Current version only. Full compatibility with future versions not guaranteed). 
  2. Parallels Desktop Pro Edition Upgrade (Subscription. Free upgrades to newer versions).
  
  Here is a KnowledgeBase article outlining the differences between the Perpetual and Subscription plans: 
  
  *************************************************;
  
  Please let us know if we can be of any further assistance. 

  Sincerely, 

  The Parallels Team 

  
  

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23802098
  
  I am rejecting this response because:
  
  Calling this a Permanent License is misleading. The product stops working after macOS updates, making the license effectively temporary for any reasonable person who updates their laptop. Basic support becomes inaccessible shortly after purchase, with no practical way to contact the company.

• Initial Complaint

  Date:08/07/2025

  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.

  I cancelled my Parallels Auto Renewal a lon time ago. This morning, they charged me again for an auto-renewal. I checked, and I have no active licenses nor active accounts. Becuase I have no active licenses, I'm not entitled to chat or telephone support, and am instructed to seek support through ******** or *******. The billing information is here: ********* Invoice date: Aug 6, 2025 Invoice number: BKD-***********, and payment information is here: Unless stated otherwise, the delivery date is identical to the billing date. Total to pay:$129.89 Payment details Your credit card (xxxxxxxxxxxxx6450) has been successfully authorized. Please note that the charge on your credit card will appear as "CBI*Parallels."They did this last year too, and refunded me, but apparently neglected to inactivate the auto billing. Via ******** they said "In accordance with the Parallels Desktop for Mac refund policy, Parallels cannot accept returns for renewal transactions:" What I need them to do is to shut off the recurring biling and refund me. I cannot for the life of me figure out why they keep charging me for an inactive account? It is ridiculous, and they are frustrtatingly unhelpful in recognizing the actual issue and correcting it.

  Business Response

  Date: 08/08/2025

  Hello, 
  
  Thank you for reaching out and we sincerely apologise for the inconvenience. 
  
  We confirm that we have now processed a full refund for Order Reference #*********, and Subscription ID ********* has been deactivated. No further billing will occur.
  
  We truly regret that this issue happened again and appreciate you bringing it to our attention so we could resolve it. 
  
  Sincerely, 
  The Parallels Team 

  Customer Answer

  Date: 08/08/2025

   
  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 am hopeful we aren't going to see another repeat of this  next year.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/28/2025

  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.

  Im a student and was recently charged for an unauthorized license renewal by ********************** after clicking an Upgrade link on my expired license. Auto-renewal was disabled on my account, and the license had been expired for over a year. I only intended to explore options like upgrading to the Pro Edition. Instead of showing any pricing or confirmation, Parallels immediately processed a payment and renewed the outdated license without my permission.This appears to be part of a recurring issue. A similar complaint was filed with the BBB on June 19, 2025, where another customer described the exact same problem: auto-renewal was off, they clicked upgrade to explore options, and were instantly charged without a confirmation screen. This design is misleading and causes users to unintentionally authorize charges they never agreed to.After seeing the unexpected charge, I contacted Parallels Support immediately. I explained what happened and asked for a refund. Unfortunately, the support team has been unhelpful and slow to respond. I also explicitly asked for escalation, but that request has gone unanswered and seems stuck in limbo. The lack of urgency and resolution is disappointing and *************** a student, I cannot afford unexpected charges like this, especially for a product I did not intend to purchase and have not used. I am requesting a full refund and cancellation of the renewed license associated with Order ID *********** want to purchase Parallels Pro Edition using my student discount, but I cannot do that until this improper charge is resolved and refunded. I respectfully ask the BBB to help hold Parallels accountable for this pattern of behavior and ensure this issue is addressed properly.

  Business Response

  Date: 07/29/2025

  Hello,

  Thank you for reaching out and for taking the time to explain your experience.

  We sincerely apologize for the inconvenience and frustration this situation has caused you.
  
  Please rest assured that the order associated with reference number ********* has been fully refunded. You should see the amount reflected on your original payment method shortly, depending on your banks processing time.
  
  We genuinely appreciate your interest in continuing with Parallels and your desire to explore the Pro Edition using a student discount. If you need help applying the discount or making the correct purchase moving forward, wed be happy to support you.
  
  Thank you again for your patience and for being a Parallels customer.

  Sincerely, 

  The Parallels Team 

   

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  Zam ********

• Initial Complaint

  Date:07/21/2025

  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.

  I purchased parallels July of 2024 to run one specific windows based program on my MAC. Its an essential part of our sales process. After using it for a few months and having issues more than 50% of the time, and after trying to resolve the issues with our internal IT and Parallels support (good luck getting in touch with them), I had to just go purchase a new computer with windows - a ***** This was around December 2024. I completely reversed parallels at that point. July 2025 I get a notification that I have been charged for another year subscription. I got in touch with them through email immediately. Even after explaining my situation I was just told multiple times per our policy, Parallels cannot accept returns for renewalI looked them up on BBB and saw similar complaints. They said I was sent a renewal notice 30 days in advance, I did not receive that. I checked spam also. I paid for what I used. I want a refund because I have not used this program nor do I have any use for it since buying the **** back in Dec 2024. This is a terrible way to do business and I would never recommend parallels to my team or anyone else.

  Business Response

  Date: 07/22/2025

  Hello, and thank you for reaching out. 
  
  Thank you for bringing this to our attention, and were truly sorry to hear about your experience. 
  
  We also regret the inconvenience you faced while trying to reach our support team and during the renewal process. Please rest assured that we take your feedback seriously and are continually working to improve both the product experience and our customer support responsiveness.
  
  Regarding your subscription renewal for order reference #*********, we want to confirm that a full refund has been processed. While our standard policy does not typically allow for refunds on renewals, we understand your specific situation and have made an exception to ensure a fair resolution.
  
  We appreciate your previous business and are sorry we werent able to meet your expectations. Should you have any further questions or need additional support, please dont hesitate to reach out.

  Sincerely, 

  The Parallels Team 

  Customer Answer

  Date: 07/22/2025

  Hi ******

  Thank you for the update. Once my refund hits my account, I will resolve the complaint on the BBB website. Thank you

  *****

   

  ***** ****** | LIC: 4386564

  Co-Executive Producer | AO Globe Life 

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

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

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

   

• Initial Complaint

  Date:06/19/2025

  Type:Sales and Advertising 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.

  Friday June 13th 2-25. Was reviewing my parallels old licenses when I accidentally clicked on old parallels pro which reactivated and charged ****** Canadian immediately. I had no opportunity to review or cancel transaction. I contacted support immediately. On-line chat bot didnt help. Left message on support app. A support person over several e-mails states that a refund falls outside parameters in company policy, refunds not allowed on renewal transactions. I explained I re-activated in error, I currently use parallels on 2 computers I dont need a third activation, I have been a loyal customer for years. Response is same offer to extend 3 months but no refund as to company policy.

  Business Response

  Date: 06/20/2025

  Hello, 

  Thank you for reaching out. 

  Thank you for bringing this matter to our attention.
  
  After thoroughly reviewing your case, were pleased to confirm that your Pro Subscription (ending in -6YPXS5), originally set to expire in November 2025, has been extended by one additional year. The new expiration date is November 22, 2026.
  Additionally, we have addressed the concern regarding the unintended renewal:
  
  The Pro Subscription (ending in -7S3XC4) has been suspended. Its auto-renewal has been disabled to prevent further charges
  
  We sincerely apologise for any inconvenience this may have caused and appreciate your continued support as a valued customer.

  Sincerely, 

  The Parallels Team 

  Customer Answer

  Date: 06/21/2025

   
  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:06/08/2025

  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.

  Original order date was on June 6 2024, purchased the program since I had to run a windows specific program on my MacBook for a few days. Used the program and for the most part it was functional, had some trouble when attempting to use a USB-C to ethernet dongle and having it be recognized. Did not commit to a secondary year of purchase voluntarily, also I did not receive a renewal notice before I got charged for another year. We have a new law here in ********** to fight back against these kinds of predatory sales with forced renewals so I will need to look into that next.I emailed them the same day I got billed for another year. They just responded saying it was their policy to NOT refund subscriptions, only on new purchases (and even then some other complaints have had trouble with that)They offered me 3 extra months as a sorry, but it's useless because I don't want to use or need the program right now and don't plan to. I don't want things for free. If I needed it again, I would pay for it again. It was also very difficult to cancel the recurring subscription having to navigate through their website but signing up was super easy.

  Business Response

  Date: 06/09/2025

  Hello, 

  Thank you for reaching out and for providing the background on your request.
  
  We understand your concerns and appreciate you taking the time to explain your situation. Id like to confirm that a refund for your order (#*********) has just been issued. You should see the amount reflected on your original payment method within the next few business days, depending on your banks processing time.
  
  We sincerely apologize for any inconvenience this caused and appreciate your patience as we worked to resolve it. Please dont hesitate to reach out if you need anything further.

  Sincerely, 

  The Parallels Team 

• 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,
  
  ***** *****