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:11/01/2022

  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.

  We followed TeamViewer's cancellation policy as much as possible. We requested cancellation and not to be charged again on our credit card. I requested this REPEATEDLY both in email and on the phone. They still charged our credit card. We want a full refund from this vile corporation. We did NOT authorize this payment. We specifically DENIED them to charge the card, and they did it anyway. See attached documentation.

  Business Response

  Date: 11/16/2022

  During the original purchase we
  notify all customers of the auto-renewal policy. All terminations of contracts
  require a 28-day notice prior to the upcoming renewal as notated at the time of
  purchase, activation, and receipt of the invoice. A renewal reminder email is
  also sent 60 days prior as a courtesy in some states and requirement in others.
  
  If we did not receive this
  notification prior, then the contract auto renews for the year. This is also
  found and stated in the EULA which was agreed to upon purchase and activation.
  (***************************en/eula/)
  
  All future renewals with TeamViewer
  have been terminated this does not happen again.

• Initial Complaint

  Date:10/21/2022

  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 was not given notice of renewal of this subscription. This is an online subscription and should be able to be canceled at anytime. This is true with all other major companies. This feels very predatory. Almost like entrapment. As a small business I am constantly having to adjust day to day. I went through the proper chanels to cancel, of which it said I was successful in canceling my subscription before my autorenewal. Then out of the blue 1 day before it is supposed to auto renew I get a email saying that my request has been denied because I didn't give them 28 days notice? I find this absurd. So I had to cancel my credit card so I wouldn't be charged for something I no longer use and can not afford. They wont even consider prorating for 28 days and then allowing me to cancel. Now I am receiving threatening emails about sending my company to collections if I don't pay. What kind of business is this? I would like to see Amazon or Apple practice this. I think TeamViewer should be ashamed of themselves for this type of business practice and clearly I am not alone in this. I would hope that at some point they take a hard look at their buisiness practices.

  Business Response

  Date: 11/14/2022

  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(https://www.teamviewer.com/en/****/)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

• Initial Complaint

  Date:10/19/2022

  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 have a paid subscription with TeamViewer that is set to auto-renew approx 10/26/22 ( I don't really know as I have not received a renewal invoice of any kind via email or snail mail). On 10/17/22 I submitted a ticket to cancel the subscription. On 10/19/22 I received a reply back stating that I did not request this 28 days prior to the renewal and they will not cancel the subscription. The reply included a phone number to call customer support. I called twice and waited on hold 20 minutes each time only to be automatically disconnected by the teleprompt because my "subscription does not include customer support". The subscription has NOT renewed yet. I am not working, I have 3 young children, I do not have $300 to pay for a subscription that will not be used and hasn't even renewed! I just want this cancelled with no additional monies due.

  Business Response

  Date: 11/03/2022

  Hi ****,

  Just following up on this and it looks like after speaking with my retention rep ****** who worked with you we were able to get this resolved. 

  Thank you for reaching out and let me know if there is anything else we can do. 

   

  Regards,

   

  TeamViewer

  Customer Answer

  Date: 11/04/2022

   
  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:08/29/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Canceled service with them before my auto renewal time and they still charged me and are trying to collect. They have some absurd policy of a 30 day cancellation before the charge on the credit card. That is most of the complaints the BBB has about them. I called with plenty of time to cancel and they still charged. Plus you cannot cancel easily. They say you have to file a ticket to cancel, which takes even more days away from you trying to cancel before that 30 day window comes. It's a sham. I simply did not use their service that year basically and I wanted to cancel, which they did not let me. Then they charged me.

  Business Response

  Date: 08/30/2022

  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation. (https://www.teamviewer.com/en/****/)
  
  All future renewals with TeamViewer have been terminated this does not happen again.
  

  Customer Answer

  Date: 08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Emails are misleading. I trying to open a ticket before the cut off and was not able to get a response. I then called after not hearing back after the time period that you do not allow cancellations. The outcome from the representative was exactly what you are saying now, even though I had tried to generate a response before the cut off time. I did not use the device that year and have not tried again. I would like to not be contacted by the company any longer. This is a common complaint on here and a misleading representation on customer help or care.
  

  Business Response

  Date: 10/06/2022

  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent ************************************************************* others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the **** which was agreed to upon purchase and activation.(https://www.teamviewer.com/en/****/)
  
  All future renewals with TeamViewer have been terminated this does not happen again.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 17910055
  
  I am rejecting this response because:
  

  This is unacceptable as a cancelation policy for any business. They purposely make it difficult for any consumer to cancel their service. I had plenty of time to cancel. I was not at all made aware of this policy when I had started the service with them. It was not made clear at all. I would never had signed up for the service had I been made aware of this policy which I had done over the phone. I am not the only one dealing with this issue in regards to TeamViewer. I was also signed up at a much lower rate that they then changed in the next auto renewal year without this being clear at the time of sign up. There is a pattern here with the BBB complaints in regards to both these matters.

  Please, I would like this resolved and I would like to not be contacted by the business any longer. They received money for the time that I used their service and at this point are just harassing people to get more money when they cancel their service. 

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

• Initial Complaint

  Date:08/26/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Teamviewer is renewing my subscription without my consent, and i cannot afford it.
  
  Every big technology subscription service company (e.g McCaffee, Microsoft, Apple etc...) sends a reminder and a consent for upcoming renewal, but Teamviewer seems to sneak this up on you.
  I saw a charge from Teamviewer for $611, only to realize that i have been charged by Teamviewer for annual subscription, and i was wondering how this happened, without being notified that i was going to spend $611.
  This is unacceptable, and i want my money to be refunded, as i do not intend to renew this subscription. I am struggling at this time to pay bills, and cannot afford a forced charge of $611 by Teamviewer.
  I can see some other folks have similar issue with this annual renewal.
  
  Kindly help appeal to Teamviewer to refund the $611 taken from my credit Card, as i cannot afford to renew the service at this time.

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/30) */
  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent 60 days prior as a courtesy in some states and requirement in others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the EULA which was agreed to upon purchase and activation. (https://www.teamviewer.com/en/eula/)
  
  All future renewals with TeamViewer have been terminated this does not happen again.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is the only Technology Company that i know, who does not send reminders/consent for renewal, especially for an amount as large as $611.
  I did not receive a Renewal/Consent notice, and my Company cannot afford the renewal at this time.
  
  A reminder/consent for auto renewal is required in my state. Pls kindly refund me.
  
  Thank you,
  
  
  Business Response /* (4000, 9, 2022/08/31) */
  We did in fact send two renewal reminders to you. We sent one on 6.25.2022 and 7.20.2022 regarding the license renewal.
  
  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 of your future renewals have indeed been terminated by TeamViewer.
  
  
  Consumer Response /* (3000, 11, 2022/08/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Just like many others have reported on BBB, I did not receive any reminder from Team Viewer, none whatsoever.
  If i received a reminder from you for the $611 renewal charged, i would have called and declined the renewal.
  
  Immediately reached out to your company, after noticing that my Credit Card was charged without my consent.
  
  Again, i did not receive any reminders whatsoever, and would not be interested in auto-renewing the subscription for another year.
  Kindly refund $611 that was charged to the Credit Card for auto-renewal, we cannot afford your subscription renewal at this point.

• Initial Complaint

  Date:08/17/2022

  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.

  TeamViewer has a product that enables remote access for computer support. It is a good product.
  
  I was recently billed $658.35 to re-subscribe to this service for 2022. I no longer need the product so I asked them to cancel it. They said I have to fill out a written cancellation request within 28 days of the charged amount. When the re-charge of $658.35 was made, it was too late for this written cancellation request. They said I can cancel the charge in 2023 but that I'm stuck paying $658.35 for this year.
  
  I feel this is not fair warning. A customer should be able to cancel a service they are not using. Of course, it is very difficult to get the written cancellation forms and to actually cancel. This is a predatory business practice, locking in a customer to a payment they shouldn't have to make.
  
  ********

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 7, 2022/08/30) */
  During the original purchase we notify all customers of the auto-renewal policy. All terminations of contracts require a 28-day notice prior to the upcoming renewal as notated at the time of purchase, activation, and receipt of the invoice. A renewal reminder email is also sent 60 days prior as a courtesy in some states and requirement in others.
  
  If we did not receive this notification prior, then the contract auto renews for the year. This is also found and stated in the EULA which was agreed to upon purchase and activation. (***********************************)
  
  All future renewals with TeamViewer have been terminated this does not happen again.
  
  
  Consumer Response /* (2000, 9, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  "All future renewals with TeamViewer have been terminated (so) this does not happen again" is a satisfactory response which I accept.
  
  Thank you.