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:12/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A charge on my credit card from a company called "Connectwise LLC" in the amount of $3655.94 appeared in November. I have never heard of this company. My credit card company cancelled my card and called it Fraud. I was issued a new card. Some how some way this fraudulent company got my new card numbers and charged my new card in December $3655.94 again. Again my credit card company called this Fraud. I have no idea if this is a scam company but it sure seems to be....

  Business Response

  Date: 12/31/2024

  Good afternoon,

  After receiving this complaint, we launched an internal investigation with our Accounts Receivables team and others, which resulted in finding that there were fraudulent charges for the exact dates and dollar amounts that were initially reported. It appears someone has frauded the individual's card numbers and used it to purchase subscriptions from ConnectWise LLC. The charges have been reversed and resolved & we have been in constant contact with them since they submitted this. We appreciate the individual notifying us of this so that we could rectify it for them. 

  Thank you,

  ConnectWise, LLC

  Customer Answer

  Date: 01/07/2025

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

• Initial Complaint

  Date:11/06/2024

  Type:Billing 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.

  To Whom it may concern, In Q4 of 2023 we were contacted by Connectwise sales, asking if we wanted to expand our offerings with their products for IT. We were told that Axcient, CWRMM and S1 were helpful for our business and Connectwise (herein CW) was able to grow our business with their "Partner Program" and Marketing. We listened to the sales person and feel that this is an item that the *** would feel as both implied as well as actual misrepresentation. We were charged around ******* for on-boarding of the product, and that drug out to the point that we never heard from those people again. We agreed to around ******* a month/ for their products. When our bills started getting above that amount we reached out with tech support and Account Managers to try to understand why. We were greeted with a ton of emails stating that we owe x amount. That is literally it. No answers on why, or how we could fix these billing issues. Even on the months that we were onboarding and our usage of their product was under the ******* they surcharged the account to bring us up to the *******.Based on our "Training" "ON-Boarding" etc. we have been left to our own to learn the product that is very complex to understand. This is the reason we were going over. We don't even have a good handle on the software after 10months of this. We are literally training ourselves daily. This is not fair and not was promised as "White Glove". These amounts are huge to us. We didn't sign on for this kind of debt. This practice is totally unfair. While we have reached out to anyone who will listen, we can't seem to get anyone that is truly a supervisor. We have found potentials for breach in their products and notified them. We have created tickets on issues and told that we need to pay the total account balance before they will help. Our computers and our clients computers are being held as ****** by this company and this is our first outside attempt to fix this. Please help.

  Business Response

  Date: 11/08/2024

  Hello,
  

  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. We've provided all contract documentation and contact information for their review. At this time, we consider this matter rectified. 

  Customer Answer

  Date: 11/09/2024

   
  Complaint: 22519259
  
  I am rejecting this response because:  We were contacted by a ConnectWise Representative asking for a meeting on 11.08.24.  The meeting is scheduled for 11.11.24, the above statement to this case was a bit premature in regard to this case.  It appears that ConnectWise issued a out of the box statement trying to close this case with the BBB.  While we are willing to talk to ConnectWise, no communication on the case has been had thus far.
  
  Sincerely,
  
  ********* *****

  Business Response

  Date: 11/11/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases with the partner in a meeting, the partner is aware why we feel all billing and communication has been consistent across all teams.  We've provided all contract documentation and contact information for their review and they agreed to handle this with their Account Representative from ConnectWise. At this time, we consider this matter rectified.
  

• Initial Complaint

  Date:07/31/2024

  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.

  we are using Connectwise manage for 13 years +the program has become slower and slower , till we was forced to stop using it.i tried to open multiple tickets but they claiming that it makes sense 5 second for a ticket to open!!! thats not for year 2024...they are forcing me to stay in contract till the end of the year.

  Business Response

  Date: 08/02/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. We've provided all contract documentation and contact information for their review to show the accurateness. At this time, we consider this matter rectified. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22071369
  
  I am rejecting this response because as i said before, an average ticket takes 5 seconds or so to open it up, this is not how it was when we signed up for the agreement, it became much slower the last few month,

  i Request they should stop now to charge our CC as well as refund the last 2 months A.S.A.P.
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/05/2024

  Hello,
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. ConnectWise has reviewed contract renewal dates and product issues and still consider this matter rectified.

  Customer Answer

  Date: 08/06/2024

   
  Complaint: 22071369
  
  I am rejecting this response because: as i said before, their program started the last few months to perform extremely slow, we CANNOT work wit h that slowness, that was NOT the case when we signed the agreement so the agreement is not valid.

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

• Initial Complaint

  Date:07/31/2024

  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.

  We reached out to ConnectWise and other vendors for their PSA and RMM platform. At the end of May, EBS agreed to try ConnectWise and go with them as they had a bundled option. For the first week of the contract being signed, no one from ConnectWise reached out to start the process of implementation and training. When the second week came around and someone finally go into contact with us to begin scheduling training for their PSA platform, the person they sent our way told us he couldn't start training till August of 2024. We complained and asked for a quicker response to which he replied he would get back within a day or two and we never heard back. After three weeks, we requested cancelation. ConnectWise demanded we give them an opportunity to fix their mistakes. After a week of back and forth emails, they decided the best solution was to extend our 12 month contract another 3 months and charge us an extra almost $8,000 dollars. This fix did not solve our problem and only benefited ConnectWise. We told them this fix does not solve our problem and asked to still continue canceling our contract and they refused. Beginning in July, we asked them to cancel our contract and stated how their fix did not solve anything and have not heard back from the company all month long in regards to this. We would like to have our contract canceled, as no services have been rendered by them and their platform has not been used since the end of the trial in May. We just want to be released so that we may continue growing our company's IT department. Right now we cannot grow and accept clients as we are waiting for confirmation of their cancellation of our contract before proceeding with any other vendors.

  Business Response

  Date: 08/14/2024

  Hello,
  
  
  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we have decided to connect with the partner and resolve this amicably. At this time, we consider this matter rectified. 

• Initial Complaint

  Date:07/12/2024

  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.

  I have reached out dozens of times to resolve issues related to ConnectWise **************** that I attempted to use. I paid thousands of dollars to them, but then when I reached out for help to my rep, I didn't get anything back. I continued reaching out, for which I have a detailed timeline, and wasn't able to get any satisfactory resolution. I was debating whether to just cancel the service entirely because it wasn't working at all for me. My representative finally contacted me but it was clear that he didn't have any ability to actually fix things for me. He sent me an amended contract to modify the seat count, and I wrote clearly on this that I wanted to terminate the contract forthwith and did not want to renew. I included verbiage that made it unmistakable that this is what I wanted. I faxed this in to DocuSign, for which I have confirmation data that it was transmitted by me and received by them. Upon receipt, my rep contacted me and said he wanted to talk. I continue to receive more and more bills, and they threaten to terminate services (for which I have no use anyway). I emailed *********************, the *** at ConnectWise.. He had responded once in the past on an unrelated issue, and was very responsive. But with this, although I could see that he opened my message, he took no action on it. I was very concise and let him know I was just looking for someone to help that could fix my billing based upon issues I was having so I could terminate as I requested. I emailed him once more after waiting about a month and still no response. Now received communication from ConnectWise stating that they may take legal action. I emailed the address on this notice, which was the accounting team. I've received nothing to indicate anything I sent to ********************* or anyone else has been reviewed. Due to the number of failings, I believe that my account should be amended to $0 given what I've paid in and services received.

  Business Response

  Date: 07/17/2024

  Hello,

  We are sorry to hear that this is the Partner's sentiments towards their experience with us. After reviewing the account & relevant cases, we can confirm all billing & communications have been consistent across all teams. Unfortunately, Partner has gone unresponsive on multiple occasions during our efforts to try and assist.  At this time, we still consider **** **** Services still past-due.  

  Customer Answer

  Date: 07/18/2024

   
  Complaint: 21971153
  
  I am rejecting this response because I have clearly requested them to terminate my services prior to the renewal date, and they continued to accrue charges after this.   I have recorded calls when I have spoken with *****************, and I also clearly stated as much.   I have screen recordings and screenshots showing that I was unable to log in to this interface on many occasions that I tried to do so.    If nothing else, I am requesting that the billing beyond the time that I requested it be stopped -- when I transmitted such request via facsimile to DocuSign, their partner for maintaining contractural records.   I also do intend to share a detailed report of this experience online, as I can see there are many others who have fallen into this same trap wherein ConnectWise is very good at sales, but support/billing leaves people chasing their tails.   There was no unresponsiveness from the times I reached out to my sales rep before LAST YEAR'S renewal.   And I received nothing back, after leaving him a voicemail as well.  I've kept the timeline pretty well organized, and if I've missed some contact along the way then I'd like to know some detail.    Because I felt like I was being ignored.    I don't even know if ConnectWise has stopped accruing charges on my account or not, I received a letter in the mail and I emailed the billing team even though it was purportedly from an attorney.   So I was left without a way to reach this attorney by email.    It isn't that I don't want to pay anything, I do bear some responsibility.    However, I did not appreciate any income or utility from the **************** because I never had it set up to work properly.  I always had to maintain a separately licensed server of my own for remote support.   So if nobody at ConnectWise is able to take a moment and see where there were indeed failures on ConnectWise's part, then it speaks volumes.   Because there clearly were failures.    I've been unresponsive to phone calls from Accounts Receivable because I'd been trying to contact them via email and/or others via email because explaining the circumstances over the phone is not ideal.   And I ended up doing that on several occasions and finally decided I wasn't going to answer calls from A/R because I'd have to repeat everything I'd said before, only to be told there was nothing they could do.   So, yes, I was unresponsive to A/R.

  I appreciate any consideration you can give to this matter.   As I said, I acknowledge that I did let things go a few times rather than repeatedly trying to get them resolved, but I became discouraged after things weren't working out in the beginning.     But I was making payments as I could afford them.   I just could not any longer and definitely can't afford such a high bill that is present now.    The only payment plan offered was back when my balance was like $3k and they wanted half on that day, and the other half to be billed in two weeks.   Just not realistic.

  I've previously thought ConnectWise to be a decent company, and just hoped that I was an exception.

  Thank you for your time in reading my response.

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

  Business Response

  Date: 07/30/2024

  Hello,

  
  We are sorry to hear that this is the Partner's sentiments towards their experience with us. After reviewing the account & relevant cases, we can confirm all billing & communications have been consistent across all teams. Unfortunately, Partner has gone unresponsive on multiple occasions during our efforts to try and assist.  That said, we decided to resolve this amicably to preserve partner sentiment.

   

  Thank you,

• Initial Complaint

  Date:07/03/2024

  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.

  Subscription auto-renewed. Sent multiple emails requesting a refund for auto-renew which were ignored by ConnectWise.

  Business Response

  Date: 07/10/2024

  Hi! Weve reached out to the Partner to address their concerns and provide steps to resolve the issue. At this time, we consider this concern to be resolved. 

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21933014
  
  I am rejecting this response because ***** has reached out to me regarding my subscription from last year and none of my emails were responded to
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/17/2024

  Im sorry to hear that the Partner feels this is still unresolved. Weve reached out to the Partner to address their concerns and provide steps to resolve the issue. At this time, we consider this concern to be resolved. 

• Initial Complaint

  Date:04/15/2024

  Type:Billing 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.

  Repair screenconnect so my service won't get suspended Connectwise No it should be collectwise, yes collecting more of your money.I'm a small business owner who likes to services the elderly and low income family.When it comes to calling connectwise at these numbers the services is not great when trying to find out why connectwise keeps suspending my service on my own personal server. I was told to contact support to patch my server to the 22.4 so I won't have this issue again.So I contact technical support and show them the email that I received that I needed to be upgrade it 22.4 he agreed and connected to my server and started to install the patch that would fixed my Screenconnect.So the support tech install this version instead and said that I was good to go but the next day I got another suspension letter saying I needed to upgrade to version 23.9.8 immediately and it would cost close to $600.00 dollars.So I call customer service again to see if we can work something out Because I got tired of getting suspindeed ( This should not happen because I have my own server) Do I believe these are the games that they play to force you to make a payment for the maintenance upgrade ( This is crazy to pay all that money for minor upgrades)This is been i'm going for almost a year.Screenconnect was a better company and treated their customers very well.Can ********************** please resolve this issue so can stop sending me a suspension notice and Trying to solicit money from me.Please see the email that was sent to me even after they tech support patch my system Dear partner, We appreciate your partnership and patience as we are diligently working to respond to inbound requests as quickly as possible.We are experiencing a high volume of cases at this time but want to assure you that we are taking each one very seriously which may result in slower response times.With that in mind, please read the following information regarding the

  Business Response

  Date: 04/19/2024

  Im sorry to hear this is Partners sentiment towards their experience with ConnectWise. Weve reached out to the Partner to address their concerns and provide the options available. At this time, we have considered this concern addressed and resolved.

  Customer Answer

  Date: 04/22/2024

   
  Complaint: 21564635
  
  I am rejecting this response because:
  Because  I still got lock out once again after installing new patch by  Connectwise tech support.
  Sincerely,
  
  *********************************

  Business Response

  Date: 05/13/2024

   Im sorry to hear that the Partner feels this is still unresolved. Weve reached out to the Partner to address their concerns and provide steps to resolve the issue. At this time, we consider this concern to be resolved.

• Initial Complaint

  Date:03/28/2024

  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.

  This vendor has no idea what their back office does. One person tells you one thing and then there are 5 others telling 5 other different things. They do NOT give the support that you pay for and are constantly pulling things out of thin air and LIE about it. I am stuck with them as I am "grandfathered" in with this software or I would have fired them a long time ago. I have supporting emails but there is no place to put them on this site.

  Business Response

  Date: 04/03/2024

  Hello,

  We are sorry to hear that this is the Partner's sentiment towards their experience with us. After reviewing the account and relevant cases, we can confirm all billing and communications have been consistent across all teams. Unfortunately, Partner has gone unresponsive on multiple occasions during our efforts in trying to assist. At this point, we've exhausted all efforts to resolve any and all challenges, and Partner has stated they no longer want to communicate or work with our teams. 

• Initial Complaint

  Date:03/06/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are a small MSP provider that clearly stated that we do not want ********************** We were upfront with the sales agent (*************************) at Connectwise. We were promised we would not be charged for the ********************* agents until they were deployed. However, we have been charged thousands for services that we NEVER used. We sell ********************* through another provider and we are not charged until services are deployed. Again, we never had access to deploy ********************* agents through Connectwise. We were told multiple times we would not be charged. This is a 10-month battle that they are not willing to work with us. We have opened up ticket after ticket with no resolution. They have gone through 6 different account agents internally and we truly need help. We only have ever wanted Automate from Connectwise and nothing else. We should not be billed for something we never used/planning to use. Account: ********** (*********************************************************************

  Business Response

  Date: 03/13/2024

  Hello,

  We're sorry to hear that the Partner had different expectations for the billing of these services. After review, we confirmed all services were billed correctly per their signed agreements. Additionally, we have offered an extensive number of options to help resolve the outstanding issues. At this time, the Partner has accepted our efforts and agrees to move forward with their services. We have concluded this issue as resolved. 

  Customer Answer

  Date: 03/19/2024

   
  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.

  This issue has been resolved, thank you. Please close case.

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

• Initial Complaint

  Date:02/01/2024

  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.

  Connectwise has not followed through with what their sales rep and trainer for the *** product. During the implementation we had a major issue that delayed and caused an undue amount of time from us and our team that took us away from serving our customers. Resolution took 6 months, at time we have asked to be removed from the contract. There has been a revolving door of account managers of which we have to then explain the entire issue again, like they have no recollection of it. We were told we can reduce our agents to 1 if we were dissatisfied, which we have requested, and they deny our request. It has been a bait and switch from the beginning and because there was resolution with one problem, despite it being timely, they do not honor their word.Now a product that is included with Connectwise ***, that we were able to use for a month was removed, to find out that the are going to charge extra for that feature. Needless to say they are milking every dime out of customers that have been with them for over 10 years to add features that they take back when they realize that it is being used. My understanding would be that if you include a product with another product, you should not then piece mill a product to get more money from an already paying customer.Please stay away from this group. They have grown too big and are now too greedy. The turnover that we have experienced just in Account managers is not a very good sign that they are healthy even internally. We have had 4 in the past 9 months.We just ask that they let us out of the contract that caused lots of issues for our small business.

  Business Response

  Date: 02/05/2024

  Hello, 
  We are sorry to hear the Partner's sentiments regarding their experience and our offerings. While I see they faced some challenges, we were able to help escalate the request and provide a courtesy credit due to the situation. Additionally, our Sales team has offered to update the contract with proof of losing clients, however, the Partner has not been able to provide this. At this time, we will work with our leadership team to provide some options for the Partner and come to an amicable resolution. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: ********
  
  I am rejecting this response because:

  We have received no movement other than offering the same response from them to talk and get things back on track.  Out Account manager has yet again changed, so we have to go through the whole process again.  We have a major part of the software that has now not been working since January that we just found out about.  We are paying for a service that fails with no recourse other than opening a ticket and getting resolution days/weeks later of which there is no recourse for them.  There has been outages in which we cannot get into the platform, which house all our client information

   

  Needles to say, the response has been generic from them and we need this case to stay open until there is a common resolution

   

  Thanks,

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

  Business Response

  Date: 02/22/2024

  Hello,

  We are sorry to hear the Partner doesn't agree with our response. We have confirmed that all open Support/technical challenges have been resolved, and the newly assigned Account Manager has extended a meeting invite for an introduction. We have also offered multiple options available per the agreement terms to help resolve the contractual concerns. Unfortunately, the Partner has not confirmed or provided requested information to move forward. At this time, ConnectWise has resolved and offered all options to address all the concerns and challenges they have faced. We hope to continue this Partnership forward in a positive light.