ComplaintsforTeamViewer US, Inc.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I no longer need Teamviewer and they refuse to refund the unused portion of the service, roughly 6 months. Per their support once you purchase a 1 year subscription you are on the hook for the entire time period and they refuse to refund the unused portion.All I'm asking for is a refund of the unused portion of the service.

  Business response

  11/01/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  11/01/2024

   
  Complaint: 22487382
  
  I am rejecting this response because:

  Your services have not been utilized for well over a year, and that's on me. However, to deny a refund for the unused and future portion of service purchased is wrong. This reeks of a class action suit for denying a refund of services and saying 'oh well, you have to pay for a year of service whether you like it or not'. I'll eagerly await a notice when enough people get tired of this system you have in place and say enough is enough.

  
  Sincerely,
  
  ****** ********

  Business response

  11/08/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchaed a subscription to the software that allows remote access to manage other office computers, up to 3 of them. When I began using the software, I determined that the company is locking the access to 3 "specific" computers and once accessed, you are locked from removing/adding a new computer. This is misleading and an attempt to upsell you on a more expensive service. I want the software to perform like it was advertised or a refund.

  Business response

  11/01/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

   

  Customer response

  11/01/2024

   
  Complaint: 22466029
  
  I am rejecting this response because:

  The software in question does not perform as advertised.  I'm locked to a very specific 3 computer remote access management, not that I have access to 3 different computers at any given time, meaning if I need to access 5 computers, I was under the impression that I could only utilize 3 at a time, but what I found was that once I lock in 3 computers through remote access and then remove one to access a new one in its place, I'm forbidden from doing that.  That is not at all how I understood the access, otherwise I would not have purchased it.  Now that this is an issue the software vendor is holding me to a subscription that is less than specific about its functionality.  I had to go purchase another software that does not operate with hidden and fraudulent intentions.
  
  Sincerely,
  
  ***** *******

  Business response

  11/08/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

• Initial Complaint

  10/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I would like to file a complaint regarding unlawful and harassing practices by TeamViewer. Until November 2023, I was an employee of a now defunct business - SPI International, Inc. (based in New York). I had a TeamViewer account in conjunction with my employment for this company. I was neither the administrator of this account, nor the principal of the company to whom it was registered. The administrator of the account was Dominic M******* at Microsky services - ************************. Any registration / cancellation questions should have been directed to this partner as I was not involved in this process. The principal of the now defunct company to whom it was registered at ** ****** ****** is Loni F**** - ************************. It seems that the account I had was registered under my personal Gmail - *********************. The credit card on file no longer exists as the company under which it was registered is now defunct. I received an email from Teamviewer on July 13, 2024 regarding a potential renewal. This email violates several aspects of New York state legislation - The Laws of New York Consolidated Laws of New York CHAPTER 20 General Business ARTICLE 29-BB Prohibited Service Offer Practices (***************************************************) I promptly notified the associated email (**********************) that the account should be cancelled. See attached document. Nevertheless, I have now received harassing emails from credit collectors telling me that I am in default on a subscription. This is a clear violation of Article 29-BB - Prohibited Service Offer Practices. "charge the consumer's credit or debit card or the consumer's account with a third party for an automatic renewal or continuous service without first obtaining the consumer's affirmative consent to the agreement containing the automatic renewal offer terms or continuous service offer terms, including the terms of an automatic renewal offer" -**** ******

  Business response

  10/21/2024

  We sincerely apologize for any inconvenience and frustration this situation may have caused. We understand the importance of canceling out customers' accounts when requested. We have escalated this up to our support and finance team   
  We deeply regret that you were affected by this error. Consequently, your account will be terminated.

  Customer response

  10/22/2024

   
  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

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TeamViewer is running the Auto-renew fraud/scam. First of all they never notify about auto renewal of the contract. They don't send any email about approaching of renewal date. I never received any invoice of upcoming renewal of the service. I spoke with TeamViewer representative in August, she wanted to see if we will upgrade our account to Enterprise. We didn't. She called several times and in our last conversation I told her that we will not be extending our subscription for the next year. She never mentioned anything about 28 day cancelation policy just that our subscription will expire on Oct 13th 2024 and if I will change my mind I should call her back. I waited for the subscription to runout and switched to the different service provider. This is why I was surprised to see that Team Viewer was attempting to withdraw $2000 from my account. I called to ask why they are attempting to withdraw without any notify cation or permission. I was told that I needed to send an email if I want to cancel and this time I've noticed that I'm suddenly on a recorded line and they have a special voice prompt "If you received a call from debt collector". Now, they asking me to provide a documents that I notified them of cancelation 28 days before the auto-renewal. They set trap for their customers with the fine print and extort money after customer choses to stop using this service.

  Business response

  10/16/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

• Initial Complaint

  09/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  TeamViewer has charged my credit card for $610.80 to auto renew their service. The service covers 1 year, 9/25/2024-9/24/2025 On 9/25/2024, within 24 hours of being charged for the renewal, I attempted to cancel since I no longer need TeamViewers service. TeamViewer has since responded saying that they will not terminate the renewal because their policy requires 28 days prior notice.I have not used the service at all since they invoiced me on the evening of 9/24/2024 and I do not think its right that Im required to pay for a full year of a service I dont have a use for.

  Business response

  10/02/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  10/03/2024

   
  Complaint: 22340433
  
  I am rejecting this response because:

  I don't believe it's fair to pay for a service that I've requested be cancelled. I have no need for this service and am of the opinion that their policy of requiring 28 days notice for cancellation is absolutely unfair and ridiculous. Every other software subscription I have allows me to cancel at any time. I asked for cancellation the exact same day I was charged for a renewal and now TeamViewer expects me to pay $610.80 for another full year of a service I have no need for. 

  I think a fair resolution, which I would settle with, would be to pay the amount equal to 28 days of service since this is what their policy requires for cancellation notice. To be specific, I am willing to pay the amount of $21.81. I will continue to refuse to pay anything over $21.81

  I've come do this number with the formula: 365 day subscription/28 days, $610.80/28 = $21.81

  
  Sincerely,
  
  *** *****

  Business response

  10/04/2024

  TeamViewer strives to be as transparent as possible with all our policies and procedures. We have records indicating that renewal reminders were sent to you on 07/29/2024, and 08/23/2024. You were subsequently billed on 09/25/2024 However, you attempted to cancel on 09/25/2024, which was past the policy date.
  We are continuously working to enhance our processes and make them more transparent. We also encourage our customers to familiarize themselves with our terms and review the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  10/04/2024

   
  Complaint: 22340433
  
  I am rejecting this response because:

  The responses here are identical to what I've received when contacting TeamViewer about this matter directly. TeamViewer is making no effort to agree on a resolution to this issue. I will continue to reject responses until there is an agreeable resolution. I refuse to pay $610.80 for a service I don't use, regardless of TeamViewer policy.

  TeamViewer has clearly admitted that the cancellation policy needs improvement and better transparency, this is great for future customers but does absolutely nothing to resolve my issue.

   

  Sincerely,
  
  *** *****

• Initial Complaint

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I login into my account and go to connect to one of my computers and I get in and then less than 1 min TeamViewer boots me out asking to upgrade. They advertise free for personal use. Well I am using there software for only personal use.We are talking about TeamViewer remote software.

  Business response

  09/23/2024

  Thank you for your message. There may be cases in which TeamViewer incorrectly detects commercial use. Since this continues to happen, it sounds like purchasing a license would be to your best benefit.
  TeamViewer has several different licenses which are tailored specifically to your needs. Our license starts at US$50p/m and goes up from there. Please check out our buy now page: https://www.teamviewer.com/en-us/buy-now/. You can also get in touch with our sales team to take advantage of some of TeamViewers’ new customer offers.
  If you choose to move away from TeamViewer, we do understand. There are many other free services you could try utilizing.

  Customer response

  09/26/2024

   
  Complaint: 22311214
  
  I am rejecting this response because:
  
  Sincerely,
  
  Stephen Busch

  Business response

  10/02/2024

  Thank you for your message. There may be cases in which TeamViewer incorrectly detects commercial use. Since this continues to happen, it sounds like purchasing a license would be to your best benefit.
  TeamViewer has several different licenses which are tailored specifically to your needs. Our license starts at US$50p/m and goes up from there. Please check out our buy now page: https://www.teamviewer.com/en-us/buy-now/. You can also get in touch with our sales team to take advantage of some of TeamViewers’ new customer offers.
  If you choose to move away from TeamViewer, we do understand. There are many other free services you could try utilizing.

• Initial Complaint

  08/28/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  They are sending me a >$29,000 invoice for something I never purchased.

  Business response

  08/30/2024

  We have recently been made aware that some of our customers are receiving scam emails impersonating TeamViewer. These fraudulent emails contain invoices that appear to be from TeamViewer, requesting payment (invoices). Please note that we never send invoices from domains such as the current prominent example, *********************.

  Please follow the link below to our bog post to make you aware how to protect your organization from email phishing. 

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

  
  

  Customer response

  09/04/2024

   
  Complaint: 22208377
  
  I am rejecting this response because: I am not your customer and the ************************ requests that I contact your business. Currently, there is no way to report scams because TeamViewer US, Inc. does not an email address for fraud reporting as a non-customer. I tried calling and customer service was not interested in taking down the information. Please address this by providing an email address on your company website to report fraud. 

  Per the *** How To Report Phishing:
  If you got a phishing email or text message, report it to the business.
  If you got a phishing email, forward it to the *************************** at ***********************.
  If you got a phishing text message, forward it to SPAM (7726).
  Report the phishing attempt to the *** at ReportFraud.ftc.gov.
  
  Sincerely,
  
  ***************************

  Business response

  09/06/2024

  Our email to report fraud is **********************************

  Customer response

  09/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They gave the following email address to report fraud to *********************************** I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  TeamViewer experienced and openly acknowledged a cyber attack. As it exposed highly sensitive data and provides technology to access client company's compute infrastructure, we sought to cancel the product/service as soon as we learned of the attack. There was no easy click-to- cancel (per the *** click-to-cancel definition). We eventually found an email to contact the company and requested cancelation. There was a significant delay on any reply and the company refused to cancel with any refund. We indicated we would not be using the product/service (which requires their cloud access), yet they still would not return the annual fee - thus taking funds from us on the use of a product that we will not use. This is the definition of bad-faith.We filed a complaint with the ****** and received a response "the company does not recognize as their customer or their customers authorized representative" This response is another indication of the companies tactics. We issued another complaint under our company name. Teamviewer's tactics are absurd. How can it in good faith take annual subscription fees when a client requests cancelation and will NOT use their product for that period? At minimum it should provide a prorated refund - which in our case was almost a complete 12-month period! Any attempts to claim a cancelation policy buried in a **** what we don't ever recall seeing or clicking through is absurd. How do we know if the **** was even present at the time of subscription? We have been a client for several years and suspect it was not present or changed over the years. Unless TeamViewer can provide UNMODIFIED documentation and proof we agreed to a **** with the terms ON THE DATE OF INITIAL SUBSCRIPTION, they have zero footing to stand on. Finally, for a company providing IT access into its clients networks that has openly acknowledged a cyber attack should be doing everything to act in good faith. Teamviewer has been acting inappropriately.

  Business response

  08/30/2024

  TeamViewer tries to be as transparent as we can with all our policies and send renewal reminders to all states, even though it isn't a requirement. We are continuing to improve our process to make it more transparent. We also hope that our customers can educate themselves on our terms and read our invoices that we provide.
  All your future renewals have indeed been terminated by TeamViewer.

  Customer response

  09/16/2024

   
  Complaint: 22198097
  
  I am rejecting this response because:

  Their reply was a blunt force boilerplate response. The company is not transparent and clearly has had many BBB complaints with a similar issue trying to force renewals with people who have no interest in the technology anymore.
   
  Their business tactics have them acting in bad faith. They did not address the point that we never accepted any **** and thus cannot be bound by terms they allege were present when we first paid for a license to use the technology years ago. We asked for them to provide documented proof that we even saw, let alone agreed to specific **** language with time date stamp, but they have not done that. There is absolutely no reason to force a full year renewal when we clearly will not be using their technology given their exposures and previous cyber attack. Their technology uses call home and this can ensure that we have not and will not use their technology again.
  
  Additionally, the cyber attack on them exposed us to vulnerabilities and thus them to significant liability. A company acting in good faith would acknowledge all the above and refund after our cancellation. A company that acts in good faith would at minimum prorate a refund for the time that a customer after cancellation, which is effectively a full year. TeamViewer has been acting in bad faith.
  

  
  

  Sincerely,
  
  Eidogen Sertanty

  Business response

  09/18/2024

  We actively communicate any known irregularities via our ************* the latest information can be found here. As you'll find in the ************* the irregularity was detected in TeamViewer's Internal corporate IT environment. TeamViewer's corporate internal IT environment is completely independent from the product environment and there's no evidence to suggest that the product environment or customer data is affected.   

  Customer response

  09/18/2024

   
  Complaint: 22198097
  
  I am rejecting this response because:
  Their reply was a blunt force boilerplate response. The company is not transparent and clearly has had many BBB complaints with a similar issue trying to force renewals with people who have no interest in the technology anymore.
   
  Their business tactics have them acting in bad faith. They did not address the point that we never accepted any **** and thus cannot be bound by terms they allege were present when we first paid for a license to use the technology years ago. We asked for them to provide documented proof that we even saw, let alone agreed to specific **** language with time date stamp, but they have not done that. There is absolutely no reason to force a full year renewal when we clearly will not be using their technology given their exposures and previous cyber attack. Their technology uses call home and this can ensure that we have not and will not use their technology again.
  
  Additionally, the cyber attack on them exposed us to vulnerabilities and thus them to significant liability. A company acting in good faith would acknowledge all the above and refund after our cancellation. A company that acts in good faith would at minimum prorate a refund for the time that a customer after cancellation, which is effectively a full year. TeamViewer has been acting in bad faith.
  
  
  Sincerely,
  
  Eidogen Sertanty

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My business has been a customer of ********************** for over 8 years. When we first subscribed it was less than $300 per year for our package. Last summer (August 2023) we paid $1024 for their app for the year. This was more than we wished to pay so we made a plan to speak with them prior to renewal in 2024.I set a calendar reminder on my phone for August 1st (renewal date was 8/23/24). We began talks with TeamViewer on 8/2/24.After negotiations failed on 8/16/24, I demanded to cancel our account and not move forward with the renewal. It was then and only then that we were advised of a 28 day cancellation notice.1. We never knew about or signed any documents acknowledging the 28 day cancellation notice. 2. TeamViewer did not just continue our 2023 pricing and automatically renew our subscription, they doubled our price and told us we could not do anything about it.We are a reasonable small business based in ** and what TeamViewer did was extremely unethical.

  Business response

  08/28/2024

  TeamViewer strives to be as transparent as possible with all our policies. We sent renewal reminders and have discussed our terms with you.While we understand your concerns, our policies are designed to ensure fairness and consistency for all customers.
  We are continuously working to improve our processes and make them more transparent. We also encourage our customers to review our terms and the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  08/28/2024

   
  Complaint: 22189980
  
  I am rejecting this response because I never received any notice of a "28 day" cancelation request. Can you provide any proof or contract that I was notified of the aforementioned policy? I checked our records and do not see a contract stating 28 day cancelation notice. 

  Please send me the executed contract or the refund ASAP.

  
  Sincerely,
  
  *************************

  Business response

  09/06/2024

  TeamViewer strives to be as transparent as possible with all our policies and procedures. We have records indicating that a renewal reminder was sent to you on 7/22/2024. You were subsequently billed on 8/24/2024 However, you attempted to cancel on 8/16/2024, which was past the policy date.
  We are continuously working to enhance our processes and make them more transparent. We also encourage our customers to familiarize themselves with our terms and review the invoices we provide.
  Please note that all your future renewals have been terminated by TeamViewer.

  Customer response

  09/10/2024

   
  Complaint: 22189980
  
  I have no record of being notified of this policy on 7/22. Can you please attach that or send it to my email? ************************
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased this in August of 2023 and hardly ever used it. I woke up this morning to find that the Company auto deducting $390.65 for renewal - I emailed the company to tell them to cancel the subscription and refund my money because I do not use it at all. They replied that they are not refunding my money. They sais the subcription has to be terminated "28 days before renewal" ask me where that is maybe in the back in fine prints - this is so disgusting to deal with crooked businesses like this. What a sham-

  Business response

  08/30/2024

   We sincerely apologize for any inconvenience and frustration this situation may have caused. We understand the importance of receiving timely reminders for account renewals and are sorry that this did not occur in your case.
  Upon reviewing your account, we discovered that our system failed to send the renewal reminders due to an unforeseen technical issue. We deeply regret that you were affected by this error. Consequently, your account will be terminated.

*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. ↩