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:01/27/2025

  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.

  JumpCloud was informed since July 1st 2024 that the account administrator for our JumpCloud service was no longer working with us (see JC informed PDF).Jumploud continued sending all information including contract renewals to the email address of that person that was no longer working with us.JumpCloud arbitrarily and unilaterally renewed the contract on November 22nd 2024 without informing any active party of Sellerate (see Issue description PDF). Leaving us with no way to know about this.JumpCloud proceeded to hijack and lock private equipment demanding payment in full for the yearly contract only they knew about (see Issue description PDF).Since we had customers to serve, we were blackmailed to pay JC $7,000 USD to gain access to our own equipment (see Payments for refund PDF).Up to this date, ** still refuses to acknowledge any active person from Sellerate as the official point of contact (see Proof PDF).I demand a full refund for the $7,000 USD since ** never did a proper notification of contract renewal to an active member of our team even when we informed since July 1st 2024 about this.

  Business Response

  Date: 02/10/2025

  Tell us why here...February 10, 2025
  
  
  Via email:  *************************************************************************
  
  Better Business Bureau
  ******* 191279
  *****,ID *****
  
  Re:  File No. ******** - ******XX ******
  
  
  Dear ******,
  
  Please accept this letter as JumpCloud Inc.s (JumpCloud) formal response to the complaint filed with the Better Business Bureau (the BBB) by ******XX ****** on behalf of ******XXXX (******XXXX). 
  
  ******XXXX initially signed onto JumpClouds Terms of Service on November 23, 2021 (the Agreement) and continued to use the JumpCloud platform until January 24,2025.  Section 6.2 of our Agreement provides that it will renew each year unless either party provides the other party with a thirty (30) day notice not to renew.  Accordingly, it renewed in November 2022 and November 2023, and ******XXXX took no issue with those renewals. 
  
  JumpCloud sent invoices and statements to Mr. ****** and ***** ******s (another ******XXXX employee) via email.  A courtesy statement was sent to both Mr. ****** and Mr. ****** on September 25, 2024 requesting the on-file credit card be updated (see attachment).  Mr. ****** paid the outstanding invoice on September 30, 2024.  At that time, he did not request any type of support, nor did he mention cancellation or intent to not renew. 
  
  Additionally,prior to the Agreement renewing in November of 2024, both of the administrators of ******XXXXs JumpCloud account, Mr. ******XX ***** and Mr. ***** ******XXX,were contacted via email by JumpCloud. JumpCloud contacted the ******XXXX administrators as a courtesy to remind them of the upcoming automatic renewal. Emails were sent from JumpCloud to ** ***** and Mr. ******XXX on October 7, 2024, October 11, 2024, and November 4, 2024 (see attachment).  Neither of the two administrators of the account responded to any of the three email reminders, nor did the emails bounce back indicating the addresses were defunct.  As of November 23, 2021, and in accordance with the terms, the Agreement automatically renewed.
  
  In his BBB complaint, Mr. ****** claimed that neither of the two administrators were with ******XXXX and that they had departed ******XXXX on July 1,2024.  However, JumpCloud received an email from ** *****, one of the administrators to whom the courtesy emails were sent, on August 29, 2024 from the address: *************************** (see attachment).
  
  On January 7, 2025, Mr. ****** demanded via email that JumpCloud shut down his account immediately, taking the position that he never agreed to the renewal and that ******XXXX was not using the JumpCloud service.  It was at this time that Mr. ****** began sending abusive and threatening emails (see attachments). Despite the inflammatory emails, JumpCloud complied with his demand to suspend ******XXXXs account. 
  
  Depending on the JumpCloud features used by a customer, suspension of an account may interfere with an active users ability to use their devices.  However, Mr. ****** had told JumpCloud that ******XXXX was no longer using JumpCloud. Accordingly, JumpCloud did not expect that any ******XXXX user would be impacted by the suspension.  
  
  Shortly after this suspension, Mr. ****** sent JumpCloud emails accusing JumpCloud of hijacking ******XXXXs equipment. JumpCloud attempted to work with Mr. ****** to restart ******XXXXs service, which required ******XXXX to pay its amounts due.  However, Mr. ******s emails continued to be abusive and threatening. 
  
  Thankfully,Mr. ****** X** **** ******s business partner at ******XXXX) intervened and negotiated a settlement with JumpCloud, to address the unpaid amounts and restore service until ******XXXX users could be removed from the JumpCloud service.  On reviewing JumpCloud records,we found that ******XXXX continued to have at least 67 users in the JumpCloud Service until January 13, 2025.
  
  A confidential Settlement Agreement & Release was entered into by ******XXXX and JumpCloud on January 14, 2025 (Settlement Agreement).  In accordance with this mutual agreement, ******XXXX paid JumpCloud $5,396.00 (which was less than the $13,490.00 still owed under the Agreement), the parties agreed to not disparage each other, and both parties released all claims against each other, resolving this matter. 
  
  The Settlement Agreement required ******XXXX to remove its users from the JumpCloud Service by January 21, 2025.  In an act of good faith, JumpCloud extended the deadline to enable ******XXXX to successfully offboard all ******XXXX users. 
  
  As of January 24, 2025, JumpCloud believed that this dispute had been resolved.  We trust that this fulsome response to Mr. ******s BBB complaint does fully resolve this matter, but let us know if you would like to discuss. 
  
  
  
  Very truly yours,
  
  
  
  ***** ******
  General Counsel
  JumpCloud Inc.
  
  
  Attachments:
  
  ******XXXX Order with JumpCloud
  JumpCloud Terms of Service (see ****************************************************************)
  ******XXXX Invoices
  Email Correspondence
  
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22863171
  
  I am rejecting this response because:

  Dear ******,
  
  Thank you for providing JumpClouds response to our complaint. We would like to formally address their claims and reiterate our demand for a full refund of $7,000 due to the following reasons:
  
  1. Lack of Valid Renewal Consent
  JumpCloud asserts that our agreement was automatically renewed based on their Terms of Service. However, Sellerate never explicitly consented to this renewal. We have repeatedly informed JumpCloud that their method of communicationsending critical contractual notices to inactive or incorrect email addresseswas inappropriate and unreliable. They did send all bills to my e-mail but no other critical information, that's suspucious.
  
  JumpClouds claim that renewal reminders were sent does not change the fact that:
  
  -Sellerate never acknowledged or accepted the renewal.
  -The designated contacts for our company were no longer valid, and JumpCloud failed to verify the receipt or acceptance of these notices. Even when we expressed those e-mail clients were no longer checked on regular basis. 
  -JumpCloud cannot enforce a renewal where the customer has neither confirmed nor explicitly agreed to it. Their arbitrary Terms & Conditions are not above the law.
  
  2. Unlawful Payment Demand and Device Lockdown
  Despite our clear stance that we did not agree to the renewal, JumpCloud proceeded to demand full payment and, upon non-compliance, locked Sellerates computersproperty that JumpCloud had no right to interfere with. This action was an illegitimate attempt to coerce payment under disputed terms.

  The prior was done even when Sellerate was a paid customer that had no outstanding balances open with Jumpcloud by the time our equipment was held for ******. This action alone is the main reason for this claim, to expose their abusive unethical way to do business.

  JumpClouds own response acknowledges that their actions resulted in operational disruption to our company. Their claim that "Sellerate was not using the service" contradicts their later admission that our systems were affected by the service suspension. This demonstrates that their unilateral enforcement of an unauthorized renewal led to material harm, therefore, the compensation we demand.
  
  3. Coerced and Invalid Settlement Agreement
  JumpCloud references a "Settlement Agreement" under which Sellerate was forced to pay. However:
  
  -Sellerate entered this under duress, as JumpCloud had effectively taken control of our company devices.
  -A settlement obtained through coercion (blocking access to property and holding business operations hostage) does not constitute an ethical enforceable agreement.
  -The agreed payment does not reflect Sellerates true consent but rather a desperate attempt to regain operational control.
  
  4. Request for Full Refund
  Given the above points, Sellerate demands a full refund of $7,000 paid under the so-called settlement agreement.
  
  We request the BBB to intervene in ensuring JumpCloud returns this amount as their contract renewal was never validly accepted, and their enforcement actions were improper and damaging to our business.
  
  We look forward to your prompt response and appreciate your assistance in resolving this matter fairly.
  

   

  Sincerely,

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

  Business Response

  Date: 02/14/2025

  
  
  February 14, 2025
  
  Via email:  *************************************************************************
  
  Better Business Bureau
  P.O. Box 191279
  Boise, ID *****

  
  Re:  File No. ******** - ******** *****X

  
  Dear ******,

  
  Please accept this letter as JumpCloud Inc.s (JumpCloud) second response to the complaint filed with the Better Business Bureau (the BBB) by Mr. ******** *****X on behalf of ********X (********X). 

  
  Mr.*****X addresses lack of valid renewal consent and unlawful payment demand and device lockdown.  As stated in JumpClouds initial response dated February 10, 2025 (Response), ********X initially signed onto JumpClouds Terms of Service on November 23, 2021 (the Agreement) and continued to use the JumpCloud platform until January 24,2025.  *Section 6.2 of the Agreement provides that it will renew each year unless either party provides the other party with a thirty (30) day notice not to renew.  ********X DID expressly agree to that in 2021; it renewed in November 2022 and November 2023, and ********X took no issue with those renewals, paid the invoices and continued to use the service.

  
  JumpCloud contacted the ********X administrators as a courtesy to remind them of the upcoming automatic renewal.  Emails were sent from JumpCloud to Mr. ***** and Mr. ********X on October 7, 2024, October 11, 2024, and November 4, 2024 (see attachment).  ********X did not provide notice of nonrenewal, so the Agreement automatically renewed.  In addition, ********X continued to use and benefit from the JumpCloud service after the renewal date. 

  
  On January 7, 2025, Mr. *****X demanded via email that JumpCloud shut down his account immediately, after stating very clearly that he would not pay for JumpCloud services.  It was at this time that Mr. *****X began sending abusive and threatening emails (see attachments). Despite the inflammatory emails, JumpCloud complied with his demand to suspend ********Xs account.  

  
  Finally,Mr. *****X claims the confidential Settlement Agreement & Release that was entered into by and between ********X and JumpCloud on January 14, 2025 (Settlement Agreement) was coerced and invalid, which is false.  Customer IT administrators may remove devices from the ********************** service even when the JumpCloud service is not available,and JumpCloud directed ********X to JumpClouds website FAQs regarding the same.  Mr. *****X ***, co-founder and business partner of Mr. *****X, signed the agreement and paid a settled-upon amount, while also apologizing for Mr. *****Xs behavior (see attachment).
  
  This dispute has been resolved through the legally binding Settlement Agreement. 

  
  Please do not hesitate to contact us with questions or concerns.

  
  Very truly yours,
  
  ***** ******
  General Counsel
  JumpCloud Inc.
  
  *6.2 Order Term. Following an Orders initial term (the Initial Order Term), unless otherwise specified in the Order, such Order will automatically renew for additional one-year periods, except in respect of Initial Order Terms that are monthly, which will automatically renew for additional one-month periods (each, a Renewal Order Term and each Renewal Order Term and Initial Order Term, an Order Term), unless a party has given the other party written notice of its intent to not renew such Order at least 30 days prior to the end of the then-current Order Term.
  
  
  

  
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22863171
  
  I am rejecting this response because:

  1. JumpCloud Locked Sellerates Private Property Despite No Outstanding Balance at the Time.

  JumpCloud admits that Sellerate requested the immediate cancellation of our account on January 7, 2025. At that time Sellerate had no outstanding balance with JumpCloud (all invoices were paid up to that date).
  JumpCloud had been informed multiple times in the past that the communication channels they used were not valid for contract renewals (proven). ** only sent bills to the right active channels, not the contract communications. Seems like they wanted this to happen.
  Despite this, JumpCloud proceeded to lock *******************owned laptops, effectively holding them hostage to demand payment under an unilaterally renewed contract.
  This action was not only unethical but also unlawful, as contractual clauses cannot override commercial laws protecting businesses from abusive practices.

  A contract that automatically renews without clear and affirmative consent from the customerespecially one that leads to unjustified service restrictions on private propertyshould not be upheld as legally enforceable.

  
  2. Misrepresentation of Contract Renewal & Lack of Explicit Consent.

  
  JumpCloud argues that Sellerate "expressly agreed" to automatic renewal in 2021. However, Sellerate never explicitly consented to the 2024 renewal.
  JumpCloud failed to obtain proper confirmation from an authorized representative of Sellerate.
  Renewal notices were sent to outdated or incorrect email addresses, despite previous requests to update communication channels. Interesting that any billing-related communciation was send to the appropriate parties. Proving ** knew where to correctly send communications.
  Automatic renewals may be a standard business practice, but they must still comply with basic principles of contract law, including mutual consent and fair dealing. Sellerate did not accept the 2024 renewal, nor did it use the service with the understanding that it was bound by a renewed agreement.

  
  3. The Settlement Agreement Was Entered Under Duress

  
  JumpCloud insists that the Settlement Agreement was "legally binding," yet it fails to acknowledge that Sellerate was coerced into this agreement under the threat of continued operational disruption.
  The only reason a settlement was reached was that JumpCloud had unlawfully restricted access to Sellerate's own devices, creating an emergency situation.
  No voluntary and fair negotiation occurredSellerate was forced to pay to regain control of its property.
  A contract or settlement obtained under coercion, particularly when it involves unethical business practices, is neither legally nor morally defensible.

  
  4. Refund Demand

  
  Given that, JumpClouds contract renewal process lacked explicit consent from Sellerate and is based on unethical business practices, we request a refund.
  Sellerate was a customer in good standing with no unpaid invoices when the account and equipment was forcibly locked.
  The so-called settlement was reached under duress due to an illegitimate device lockdown.
  Sellerate demands a full refund of $7,000 USD.

  
  We request the BBB to review these facts carefully and intervene to ensure that Sellerate is compensated for the undue financial and operational harm caused by JumpClouds actions.

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

  Business Response

  Date: 02/19/2025

  Tell us why here.

  February 19, 2025
  
  Via email:  *************************************************************************
  
  Better Business Bureau
  ******* 191279
  *****,ID *****
  
  Re:  File No. ******** - XXXXXXXX XXXXXX
  
  Dear ******,
  
  Mr. XXXXXXs latest response does not add anything new to his original complaint, and we have addressed all of those points. 
  
  JumpCloud considers this matter resolved in accordance with the terms of the legally binding Settlement Agreement and Release signed by both parties on January 14,2025.
  
  Please do not hesitate to contact us with questions.
  
  Very truly yours,
  
  /s/ ***** ******
  
  ***** ******
  General Counsel
  JumpCloud Inc.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22863171
  
  I am rejecting this response because:

  Dear ******,

  JumpClouds latest response fails to acknowledge the core issue at hand and instead seeks to dismiss this matter without addressing its unethical and abusive business practices.
  This complaint is not merely about a financial dispute but about JumpClouds exploitative unilateral contract terms that allow them to enforce renewals without explicit consent and take control of customer property as leverage for payment.
  
  1. JumpClouds Attempt to Undermine the Real Problem
  Rather than addressing the validity of their automatic renewal and device-locking practices, JumpCloud is attempting to deflect attention by insisting that a settlement agreement was signed.
  
  This response ignores the fact that:
  -We never explicitly consented to the 2024 contract renewal.
  -At the time of account cancellation, we had no outstanding balance.
  -JumpCloud knowingly restricted access to privately owned computers, holding them hostage to force a settlement.
  -A contract that permits unilateral renewals without proper customer confirmation, followed by aggressive enforcement through asset control, is inherently abusive and should not be shielded by claims of "legally binding" agreements.
  
  2. Call for BBB Action to Review JumpClouds Contract Practices
  JumpClouds reliance on such contract terms poses a serious risk to businesses and consumers alike.

  The BBB has an opportunity to intervene as a protective authority by:

  -Reviewing JumpClouds Terms of Service to determine whether its renewal and enforcement policies align with fair commercial practices.
  -Assessing whether locking customer-owned property as a debt-collection tactic constitutes an unfair business practice.
  -Taking appropriate action to prevent future harm to businesses that may fall victim to similar predatory terms.
  
  3. Our Request Remains Unchanged
  Given JumpClouds failure to refute the central core issues of this claim, I reiterate the demand for:
  
  -A full refund of the $7,000 paid under duress.
  -A formal review of JumpClouds Terms of Service by the BBB to ensure consumer protection.
  

  We as consumers appreciate the BBBs role in protecting businesses from unethical corporate behavior and trust that this matter will be given the serious consideration it deserves.
  
  Sincerely,
  ******** ******

• Initial Complaint

  Date:10/24/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally express my dissatisfaction with certain aspects of your service, specifically regarding your billing practices and account management features. After my experience, I believe your service exhibits unfair business practices, and I feel compelled to voice my concerns in the hopes that future customers do not face the same issues.Firstly, the lack of transparency in your billing process has been a major issue. I was charged for suspended users, which I was unaware are considered active billable users. This practice is misleading, as most businesses reasonably assume that suspended accounts should not incur charges unless reactivated. Nowhere in the onboarding or interface is this distinction clearly explained, resulting in unexpected charges.Secondly, I was unknowingly billed upfront for a significantly higher number of users for two years in a row, despite our original agreement being for a smaller group paid upfront, with additional users added on a month-to-month basis. This charge was applied without proper approval, and although JumpCloud claims to notify clients of such changes, they make it difficult for customers to reach them for clarification or resolution.For a service that promotes itself as simplifying user management, the current system instead creates confusion, leading to unfair financial burdens on customers who may not even be aware of these billing nuances. I strongly urge you to consider revising your platforms interface and billing transparency to prevent other users from facing similar *************** my view, these practices take advantage of customers by exploiting unclear billing terms and a complex interface. I hope you will take my feedback seriously and work to address these concerns promptly.Thank you for your attention to this matter. I look forward to a resolution.

• Initial Complaint

  Date:02/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My company is a Jumpcloud reseller and trying to resolve a dispute involving Jumpcloud charging my company incorrect monthly fees. But Jumpcloud is not being responsive and not providing any information as to why they are charging a significant amount every month. Specifically, they are charging me for 100 user-licenses every month when I only have 44 active users. Not only they have not provided any evidence as to where they are getting the 100 users from; they stopped responding after one initial email, providing a generic answer. They have been charging incorrect amounts for several months and not only need to stop, but also they need to refund anything they charged in excess. Enclosed are copies of my communication and screenshot of my total number of active users I currently have.

• Initial Complaint

  Date:01/09/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After several months of being unable to successfully deploy the product, my customer decided to discontinue their ********************** service on May 27th, 2022. I spent the next three months attempting to end that contract. I finally got an email on 8/22/22 (one of several attached) indicating the process was under way, and I immediately complied with their requested steps. However when I inquired later that day about when the organization would be removed (and billing halted), I was told, arbitrarily, that I would be on the hook for the remaining months of the contract. This was on Sept 1, 2022, after having been told for over three months that it would be canceled once we got through all of their red tape. The attached emails, from Jumpcloud's own employees, clearly contradict that position.On a separate, but related issue, I had previously attempted to update my payment method, which proved impossible. I have not bothered to include the numerous emails detailing that boondoggle. Once I got the notice that Jumpcloud intended to go back on their word, and not cancel the contract, I gave up and let the payment method expire. Thus, Jumpcloud has not been able to continue charging me for unjustified bills.I want Jumpcloud to terminate the contract, delete the account in question, zero-out my outstanding invoices, and reimburse my company $300 for the July 2022 charges. Finally I want to ensure that this has not affected my company's credit in any way. Thank you.