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Business Profile

Computer Software Developers

Citrix Systems, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 29 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/29/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 started with Citrix as a commercial customer a few years ago using their produts RightSignature and ShareFile. This has been a huge mistake on our part. In the beginning, we started workign with Citrix upper management and they assigned a staffer to work with **. Things got better for a little while, but for hte last year, things are going out of control. We have so many glitches and problems. The system is not reliable. The staffer that was assigned to help ** sent ** an email pretty much saying that we would need to open a case for every technical problem we have and there are many. Right Signature is not functioning well and there are significant problems with it. Our Case numbers are Case Numbers: ********, ********, ******** . We are being severely impacted by these issues and Citrix has not resolved them in weeks. We are demanding that you do your job and service your customers and provide a reliable software and service. We are reserving all our rights to purcue our damages in a court of law.

    Business Response

    Date: 06/14/2023

    Hi ****,

    Hope you are doing well.

     My name is ********************************* and I was assigned to this complaint when it was logged. Our Executive team at ShareFile have personally handled this for you and I believe this should now be closed as resolved. If you still need assistance or have further questions, please contact me directly at *******************************************.

    ShareFile is a business unit of Cloud Software Group.

    Regards
    *********************************
    Sr. Manager, Cloud Software Group

    Customer Answer

    Date: 06/14/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

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

  • Initial Complaint

    Date:03/16/2023

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On February 24th we signed a three year contract with ******************** to provide access to their DaaS offering. In starting to work through onboarding from our current on-prem ******************** environment we discovered that previous administrators had set up several ******************** accounts, not all of which were documented, nor where they correctly tied to together. The result is that we are completely unable to access our ******************** Cloud account. A ticket was put in on he 24th of February to work through gaining access to the account. As of today we're being told that it'll take at least another week to work through gaining access to the account. That will make this entire process take a full month, and at this point, given how many times we've been provided incorrect information, or had to badger ******************** to keep our case moving, I'm not convinced that the issue will be resolved.All I want it access to the account that we've now been paying on for a month and compensation for lost time using the product. At this point we've effectively had a month long outage of the DaaS solution.

    Business Response

    Date: 03/16/2023

    Hi *****,

    My name is ********************************* and I am a Sr. ******* at Citrix. I am really sorry to hear about the overall experience with Citrix Support.

    Please allow me sometime to review your case and account history, I will provide next steps by end of the day today. If you wish to reach out to me directly please do so by emailing me at **********************************************************.

    Regards
    *********************************
    Sr. *******, Technical Account Management

    Customer Answer

    Date: 03/17/2023

     
    Complaint: 19603592

    I am rejecting this response because: To this point there has been no action taken.

    Sincerely,

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

    Customer Answer

    Date: 03/21/2023

    At the point the original response was given there had been no action taken by Citrix.  As of today we are able to access our Citrix Cloud account, but still haven't received any response in terms of the request to have our license extended to match the month of lost service that resulted from their inaction.

    Business Response

    Date: 03/30/2023

    Hi *****,

    I am still reviewing the other part of the complaint with some of our internal stakeholders, as soon as I have an update I will be in touch.

     

    Regards
    *********************************
    Senior Manager, Technical Account Management

    Customer Answer

    Date: 03/31/2023

     
    Complaint: 19603592

    I am rejecting this response because: They're still looking into the last part of the request.

    Sincerely,

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

    Business Response

    Date: 03/31/2023

    We were able to resolve the Citrix Cloud Log in issue the same day when the complaint was raised. As ***** is looking for some sort of service compensation for the one month that was lost we are working with the Account Manager to look at options to do so and if it is possible. I have emailed from my Citrix email address to be in touch with ***** directly. 

    Customer Answer

    Date: 03/31/2023

     
    Complaint: 19603592

    I am rejecting this response because: I'm not going to accept the response while there are still actions in progress.

    Sincerely,

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

  • Initial Complaint

    Date:02/24/2023

    Type:Delivery Issues
    Status:
    Answered
    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.
    Citrix automatically renewed a product I expressly told them I had no intention of renewing. They gave me no warning I was going to be renewed and they went ahead a did it anyway. I tried to go through the proper channels to have the product returned and was rejected. The is terrible business practice. They keep attempting to get money from me for the product. Below are the order details:Customer Purchase Order #: ******************************* Order#: ********** Thanks for your help!****

    Business Response

    Date: 02/24/2023

    Hi ****,

    Thank you for reaching out to us. My name is ********************************* and I am a Senior Manager at Citrix who will be in touch with you until we reach resolution. I am reviewing this request with our internal teams and will be in touch by Feb 28th. If you need immediate assistance please feel free to email me at **********************************************************.

    Thank you and Kind Regards

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

  • Initial Complaint

    Date:01/06/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    Citrix has been FRAUDULENTLY charging my Credit Card fior the last NINE Months and is UNABLE to resolve the issue. I need the charges to STOP

    Business Response

    Date: 01/09/2023

    Hi ****,

    Hope you are doing well.

    My name is ********************************* and on behalf of Citrix I am responsible to ensure the reported issue is resolved. I have assigned someone from our Billing team to address this and we will be in touch with you directly. If you wish to reach out to me directly please email me at ******************************************* We will follow up on Jan 10th, thank you for your patience while we work on this.

     

    Regards

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

  • Initial Complaint

    Date:12/14/2022

    Type:Order Issues
    Status:
    Resolved
    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 functionality of the system has changed. Tech support has been unable to fix our is*** since 11/30/2022. This is*** renders CITRIX unusable. Supposedly, I have to now buy additional products to have the same functionality as I did before. However, I have attempted to contact my account manager, but no one in sales answers the phone nor have I received a call back so I can't even purchase an additional product. We have sent a breach notification to their legal department in accordance with our contract without response. All I want is someone with the authority to get this is*** fixed from sales and/or tech support to call me. The only other option I have left if I can't get that is to start court proceedings to get out of our contract and *** for damages.

    Business Response

    Date: 12/15/2022

    Hi *******,

    My name is *********************************, Escalation Manager at Citrix and I would like to sincerely apologize for the overall experience you have had with us. I will be your single point of contact until we resolve the issue at hand and will get back to you after reviewing your request internally. Should you need immediate assistance at any point, you can email me directly at **********************************************************.

     

    Regards
    *********************************

    Customer Answer

    Date: 12/15/2022

     
    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:12/05/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    You idiots have the nerve to be charging for IT. Yet your message boards are filled with people with Macbook ******** that cannot use the workspace app. This is unacceptable. Fix it.

    Business Response

    Date: 12/05/2022

    Hi Kaela,

    Hope you are doing well.

    My name is *********************************, **************** Escalation Manager at ********************. I will be more than happy to connect directly and assist you in anyway I can. From the description it sounds like you have an issue with Workspace App on your Macbook. I am also going to email you directly so we can set up sometime.

     

    Regards
    *********************************

  • Initial Complaint

    Date:11/21/2022

    Type:Billing Issues
    Status:
    Answered
    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 ShareFile account was due for automatic renewal on April 15, 2022. Citrix Systems, Inc. (referenced as "Citrix" hereinafter) made an attempt that day to make a withdrawal of $918.00 for a one year renewal from my credit card on file, but the credit card had expired. At that point, Citrix deactivated my account and sent notice so stating, and I immediately provided the new updated credit card information online. Citrix also sent an Invoice via email with instructions on how to renew via US Mail. After a few days of trying to reach Citrix via telephone, and checking online to see if another withdrawal had taken place with my credit card on file, I decided to pay with a check sent via 2-day US Mail on April 19, 2022 (in the amount of $918.00) which was received/deposited by Citrix, and cleared my bank on April 21, 2022. In the meantime, Citrix made a withdrawal from my updated credit card on file in the amount of $918.00 on or around April 21, 2022 and my account was reactivated. I have now made a double payment for my ShareFile Account (i.e. cited check payment in the amount of $918.00 and cited credit card payment in the amount of $918.00 for a total of $1,836.00); therefore, I request that Citrix refund the extra payment in the amount of $918.00 by crediting my updated credit card on file. Please know that I sent two letters to Citrix to their **************, ** address regarding this (one on April 26, 2022, and one on May 20, 2022 which **** confirmed receipt), and I sent one letter to their *******, ** "Cloud Collections" post office address on June 12, 2022 which **** confirmed receipt. In addition, I also called their 954 area code telephone number many times, only to be placed "on hold", then left voicemail messages. To date, no one from Citrix has contacted me regarding my issue with the cited double payment on my ShareFile account! I would appreciate BBB's assistance to resolve this issue.

    Business Response

    Date: 11/29/2022

    Hi *****,

    Hope you are doing well.

    Thank you for reaching out to us and explaining the whole situation so clearly. I will engage the right teams and have someone reach out to you with in this week. Please rest assured that we will have this resolved as soon as we can. For immediate assistance please contact me directly at **********************************************************.

     

    Regards

    *********************************, CS Escalation Manager

    Citrix Systems

    Customer Answer

    Date: 12/08/2022

     
    Complaint: ********

    I am rejecting this response because:  I have been waiting since April 19, 2022 for my refund of $918.00 from Citrix Systems, Inc.  While I did send an email to ********************************* of Citrix on December 7, 2022 regarding status of my refund, to date I have not received my refund!  In this day of digital banking, this refund should have been received immediately on November 29. 2022 after their initial response to BBB.  Therefore, I respectfully request that BBB keeps Case No. ******** open until I have received my refund of $918.00 from Citrix Systems, Inc.

    Sincerely,

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

    Business Response

    Date: 12/09/2022

    Hi *****,

     

    Our SLA to issue the refund was shared the first day I engaged our Billing team, it is usually with in 10 business days. I have contacted **************** directly to get an update. I will be in touch with you.

  • Initial Complaint

    Date:06/14/2022

    Type:Billing Issues
    Status:
    Answered
    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.
    Citrix System started charging my business credit card for an account for share files that was opened without my knowledge using my work email address. When I called to have them close the account they revealed the account was opened by Center Technologies, an IT company using my email address and charging my credit card. I asked them to close that account. They refused saying they would need a letter from Center Technologies to close the account.Citrix Systems charged the following to my credit card:4/2 - $146.14 5/3 - $146.14 5/5 - $146.14 5/5 - $146.14 6/3 - $146.14 Center Technologies was our IT support company up and until 03/30/2021, when we did not renew our business relationship with them. The charges from Citrix Systems began on 4/2/2022 on my credit card. I have tried to contact Center Technologies but have not gotten through to anyone. Center Technologies (214-550-2000)100 ************************************************************************************** www.centretechnologies.com

    Business Response

    Date: 06/23/2022

    Apologies on the delay, we are still working with the Account Managers of both Centre Technologies and EvolvingTexas to resolve this matter. We should have a proper update by the 30th. Again, we're sorry for the delay in resolution.

    Customer Answer

    Date: 06/23/2022

     
    Complaint: 17424275

    I am rejecting this response because: they have not reached out to me since my initial call. I have forwarded an email from Center Technologies which states there was no reason for this account to have been opened from anyone on their end most especially it restates that they have not have any contact with me since March 2021. We no longer have a business relationship therefore the account that was opened using my credit card and email in Center Technologies name should be closed immediately.  

    Sincerely,

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

    Business Response

    Date: 07/06/2022

    Hi ******, please accept my sincere apologies on the delay. I am reviewing this today and will be in touch with next steps.

     

    Regards

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

    Escalation Manager, Customer Service

    Customer Answer

    Date: 07/11/2022

     
    Complaint: 17424275

    I am rejecting this response because: I've not heard from anyone since the original conversation. I still do not know that they have closed the account in question.

    Sincerely,

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

    Business Response

    Date: 07/11/2022

    Hi ******, we have not closed this request.

    Is it alright for you to share the last 4 digits of CC, I am still working with our internal teams.

    Regards
    *********************************
    Manager, **************** Escalation

    Customer Answer

    Date: 07/12/2022

     
    Complaint: 17424275

    I am rejecting this response because:  cc 2043

    Sincerely,

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

    Business Response

    Date: 07/12/2022

    Hi ******, I always receive the same response from you that you deny the response. I did mention I am still working on it and it is in open status. I have not closed this request and escalated internally. This requires for me to work with Finance and ensure we check it thoroughly, I will email you directly if this communication thread is not helping.

     

    Regards
    *********************************
    Escalation Manager, Customer Service

Citrix Systems, Inc. is NOT a BBB Accredited Business.

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