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:03/07/2024

  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.

  Parallels discontinued its application Parallels Access effective March 5, 2024. They have a contractual obligation with me until July 2, 2025 to provide service. I purchased 2 Years of Parallels ************** for multiple computers on July 2, 2023, under their reference number *********. As they have not full-filled their contractual obligations, they should be refunding the unused balance of my subscription to my credit card ASAP.

  Business Response

  Date: 03/07/2024

  Hello,

  Thank you for reaching out and we do apologise for any inconvenience.  

  A prorated refund of CAD 32,00 has been issued for your order reference number 405900445. Your Parallels ************** will remain operational and supported until April 30, 2024.

  After this date, the application will cease to function on all platforms and environments. 

  Sincerely, 

  The Parallels Team

  Customer Answer

  Date: 03/08/2024

   
  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:01/13/2024

  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.

  I first sent a message about a refund request on January 6 (almost a week ago). I was then asked to fill a different form out. Then I was asked to fill another form out. Then I was told to send another email to Cleverbridge support (a company that processes payments for Parallels). It sure feels like y'all are giving me the run around. Please cancel my access and process my refund ASAP.

  Business Response

  Date: 01/14/2024

  Hello, 

  Thank you for reaching out. 

  Im happy to confirm that your refund request for the order reference number ********* has already been submitted for processing. Please allow 5-7 business days for the amount to be credited to your account.
  
  You will receive a separate email from cleverbridge system (*************************) containing your official credit note. Please check your Spam or Junk folder if you dont see it in your Inbox.
  
  Sicnerely,
  *********************

  Customer Answer

  Date: 01/17/2024

   
  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:12/06/2023

  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.

  The date is the year 2023. I purchased a license from ********************** to run Windows 11 on my Mac computer. I downloaded all the files and set up Windows 11 on the Mac. All worked fine, until:Parallels gave me a product key in which to activate the Windows 11. I even registered the key with Parallels. However, the Windows 11 software would never accept that key. Never. Ever. I contacted Parallels but they have not responded. I contacted them again on December 6, 2023. No reply.I am left with a non-working copy of Windows on my Mac.

  Business Response

  Date: 12/07/2023

  Hello, 

  Thank you for reaching out. We apologise for any inconvenience this situation may have caused you. 

  Parallels Desktop for Mac does not come with ********* Windows license. The license for ********************** Desktop for Mac pertains specifically to activating the Parallels Desktop software; it is not intended for activating Windows. You will need to acquire a separate license for Windows if you do not already have one.

  Please refer to this article for details:
  
  *********************************************

  The article also has the recommendations on what Windows license is recommended, as well as has the links to make the purchase from the *********'s official website. 

  Sincerely, 

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

   

   

  Customer Answer

  Date: 12/14/2023

  Parallels has contacted me and gave me incorrect information: [that, when I paid for, and downloaded] my copy of Parallels, it had NO COPY OF WINDOWS included. This is misinformation, if not an out and out lie. My copy of Parallels did indeed have a copy of Windows 11 included. It was a 'limited' copy of Windows and would expire. It was a limited copy but it was included with the package. This 'limited' copy of Windows should never have requested a product key; I or any Parallels customer would not have a Windows product key. Consequently, I cannot trust anything Parallels tells me about this product. They should be accurate with their customers, and not appear deceptive. When they appear deceptive in their dealings with the public, the public often has recourse to someone like BBB.

   

  Business Response

  Date: 12/15/2023

  Hello,
  
  Parallels Desktop for Mac indeed provides a convenient way to download and install Windows, which is an evaluation version:
  ********************************************
  
  Activating Windows 11 in Parallels Desktop works the same way as on a PC. One can use any applicable existing Windows license to activate Windows 11 in ********************** Desktop or purchase a new Windows license:
  ********************************************
  
  Please let me know if I can be of any further assistance.
  
  Sincerely,
  Danil Gonoshilin

  Customer Answer

  Date: 12/17/2023

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

• Initial Complaint

  Date:11/13/2023

  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.

  My dispute is simple because it asks for Parallels to follow through on their promise below. The software key did not work and they choose not to reply to any of my follow up emails since. I'm asking for your help in holding them accountable to this email (I can also be reached at the email shown below). I also asked them for a price on that version of the software without updates or subscription (so a lifetime license) and they refused to quote or reply thus far. I have a slightly newer Apple iMac that can run their version 18 software and same as above, they refuse to answer/quote a lifetime license to that. I would like the below key to be activated or for them to provide another one that gives me 5 days to export all my key documents from that instance of parallels. As they promised here:On Monday, December 12th, 2022 at 7:04 AM, *********************************** ****************************************** wrote: Hello ****, Thank you for your prompt response and apologies for the inconvenience. We know this has been a very frustrating and trying time for you as a Parallels customer, and for that, we apologise. Furthermore, we value our customers, and we look forward to giving you the best service possible. We hereby inform you that as an exception you have been granted a 5-day Parallels Desktop Pro edition trial license under the following below email address and licence key. Email : *********************** License key : ********************************** Should you have additional questions, feel free to reply to this e-mail. Have a nice week. Best regards, -- ************* Customer Support Engineer ||********************** Knowledge base: ************************************ Follow us on ******** @ParallelsCares

  Business Response

  Date: 11/14/2023

  Hello, 

  Thank you for reaching out!

  We checked our records, and do see a 5-day trial key was issued under the account registered with *********************** email address and was shared via the ticket # 3811881. The correspondence was sent to ***********************. 

  Should a trial key be still required, please find a newly issued trial key for 1 month below:
  
  6J9JXJ-FQXFDP-4VR5FW-6FZP4R-F4E262

  Please do let us know if any further assistance is required. 

  Sincerely, 

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

   

  Customer Answer

  Date: 11/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 11/14/2023

  Hi *****,

  Your sales team was non-responsive to any of my requests to buy a life-time license for version 18 as well.
  

  I asked for a life-time license based on my new iMac 2012's hardware restricting it to os ******** 10.15.7.

  According to forums, your version 18 is the last supported version to the above configuration, so there is no future upgrade path to invest in to make use of/benefit from annual subscriptions.

  So can you please offer a solution.

  I was communicating with them during the 50% off sale your company ran in the last few weeks hoping to hear back and action on that.

  Companies like Quickbooks are still very much supporting life-time licenses which is ethical and fair for older hardware users.

  Sincerely,

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

  Customer Answer

  Date: 11/14/2023

  Hi ******,  did my "more information" message get sent to Parallels?  If not, would you please do this as in it, I'm requesting a path toward buying
  their product for an older machine which their sales team has not replied to. 

  Thank you,

  ****

  Business Response

  Date: 11/15/2023

  Hello, 

  Thank you for reaching out. Following my response to the complaint there has been an additional communication with **** directly where a potential solution to their situation has been suggested. I am open to further communication and can be contacted directly via email at ***************************. 

  Sincerely, 

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

• Initial Complaint

  Date:01/19/2023

  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 have sent multiple emails to Parallels. I sent a message via ******** messenger. Our subscription is set to renew in 2 days, but we need to upgrade to add more users to our account. However, I cannot login to my account online because I'm not receiving the emails to verify my account. I simply want to login and renew our subscription. I am receiving zero response and I am being completely ignored by Parallels, despite being a paying customer - not just currently, but for multiple years now. There is no way to contact Parallels via phone or email. I cannot even submit a tech support ticket because I'm not receiving the email to verify my account. I am paying for a service that I cannot access, and I am paying for tech support that I am not receiving. This is not okay.

  Business Response

  Date: 01/20/2023

  Hello, 

  Thank you for reaching out. I am very sorry to know you have been having some difficulties in getting in touch with Parallels Support. Contact details and the matter requiring assistance have been shared with our Senior staff

  who will be following up directly to assist with accessing the account and adding extra seats to the license. 

  Please let me know if I can be of any further assistance. 

  Sincerely, 

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

• Initial Complaint

  Date:09/27/2022

  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.

  9/21/11 Ref # *********************** Charge $99 Description Cbi*Parallels ************ Il TypePurchase MethodOnline, Mail Or Phone I do not use this card nor do I carry it with me. This is the only 2022 transaction on the card. This is not a recurring fee/subscription. I have contacted my bank to record this as fraud and have a claim #.I don't want a resolution other than my money back and the company prosecuted. The bank credited my account and is pursuing prosecution.

  Business Response

  Date: 09/28/2022

  Hello, 

  Thank you for reaching out. We checked our records and do not see any orders placed by ******************. 

  We are not able to locate any order with the information available to us. The customer might reach out to ************, our order processing partner who process all of the payments for Parallels. They should have the tools to locate the order with the card details and refund/cancel. They can be reached at *******************************

  The customer is also recommended to get in touch with their credit card issuer to notify them on the unknown charge to the card. 

  Please let me know if I can be of any further assistance. 

  Sincerely, 

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

   

• Initial Complaint

  Date:09/20/2022

  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 purchased a copy of Parallels Desktop for mac on May 21 this year for $108 just to play some PC games on my Macbook pro, and learned this morning that the software would not be compatible for the next OS from Apple which is due in October. I do not believe this is an acceptable practice to sell a software product that only has product support for 5 months!

  Business Response

  Date: 09/21/2022

  Thank you for reaching out. 
  

  Foremost, wed like to provide our most sincere apologies for the possible confusion caused by the sent Service Notification.

  
  The main idea persuaded by our company was to inform you that Parallels Desktop 17 and earlier Parallels Desktop versions might not be fully optimised and compatible with the new macOS release macOS 13 *******.

  Since Apple releases new operating systems every year, we have to keep our software up-to-date to be compatible with every new macOS version getting released annually. We can confirm that our latest build of Parallels Desktop 18 is fully optimised for macOS 13 *******.

  Feel free to visit the knowledgebase article https://kb.parallels.com/en/114381 to know more about Parallels Desktop and macOS compatibility.

  Of course, you can keep using Parallels Desktop on the latest macOS version. Our software should work seamlessly in most of the basic scenarios but rest assured that some scenarios might potentially be broken.
  Kindly visit https://kb.parallels.com/128970 for known compatibility and resolved issues prior to upgrading to macOS 13 *******.

  However, I will be happy to resolve this to your satisfaction and help you to upgrade to the latest version of Parallels Desktop 18 for Mac at no charge. Here is a no-charge upgrade key to version 18:

  6J9M39-56BYCH-HC8X4Z-6DWVW5-BZT7YW

  Feel free to install version 18 and when prompted, enter the above key. 

  Please let me know if I can be of further assistance. 

  Sincerely, 

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

   

   

• Initial Complaint

  Date:08/11/2022

  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 have been getting the run around from parallels support (ticket *********) for a week now. They have an agent who responds every 24 hours with some complicated solution that only makes things worse.********* is the original ticket number.I expect a proper tech to remote in and fix the issue, and also expect my annual fee to be credited for all the time wasted due to the incompetent support.

  Business Response

  Date: 08/12/2022

  Hello, 

  Thank you for reaching out. I am very sorry to hear you are not satisfied with the level of support from Parallels. I am here to help you out and to ensure your support ticket is being given priority. 

  May I please ask you to provide your ticket ID? Ticket ID should have 7 digits, while the one you provided has 9 digits. I am also not able to find any tickets with your email address: ************************

  As soon as I have either the correct ticket number or the exact email address the ticket was opened with - will immediately look into this for you. 

  Sincerely, 

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

  Customer Answer

  Date: 08/12/2022

   
  Complaint: 17707010
  
  I am rejecting this response because:  There was no response.
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 08/17/2022

  Hi - I didn't see the reply from the business before rejecting the response.  The case number they requested is 3593281.  Since this complaint was filed, I made 2 more attempts to speak with their support and they just keep saying no one is available.

  Business Response

  Date: 08/20/2022

  Hello and thank you for providing the correct ticket number. The ticket has been elevated to the Level 2 Support Team and the team are waiting for you to schedule a time, so they can follow up with you directly for help. Here is the link sent to you to schedule a time for a phone call/remote session with L2 Support: https://support.parallels.com/NoAuth/Pages/***********/3593281

  Sincerely, 

  Danil Gonoshilin

• Initial Complaint

  Date:07/10/2022

  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 am currently a full time engineering student and have relied heavily on the Parallels resources to utilize for my programming assignments. I have reached out to them for support to seek guidance on customizing the product features to meet my academic needs. I have a $40k scholarship for my education and have faced high levels of stress due to the incompetence and disregard for customer service and support. As I am typing this complaint, Parallel's continues to have access to my computer, viewing my computer. I have been told to wait on line and have been hung up on. When I call back and enter my ticket number, someone merely sits there and listens, and does not respond back. I feel very suspicious that they are still having access to my computer and are not speaking to me for the past two hours.

  Business Response

  Date: 07/11/2022

  Hello, 

  Thank you for reaching out! 

  One of our senior engineers will follow up with you directly to see what kind of help they can provide. 

  Sincerely, 

  Danil Gonoshilin