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: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. 

   

• Initial Complaint

  Date:12/04/2023

  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.

  After repeated attempts to get this business to stop contacting us, due to breach of contract by them, they continue to harass my company, sending ** invoices. I have already filed a complaint with the attorney general.

  Business Response

  Date: 12/05/2023

  Hello,

  
  We're sorry to hear the Partner is frustrated with our reach outs and their experience. After review, they currently have an active contract with us and unpaid invoices. Our team has tried to reach out multiple times to assist with cancellation options, payment plans, and resolve the request; However, the Partner's communication became unprofessional/hostile, and overall unresponsive to our efforts. Unfortunately, without communication or cooperation from the Partner, we are unable to address or resolve the issue.

  
  We'd be happy to further assist and resolve any challenges, the Partner can contact us at ************************************** or create a case via the Home portal.

• Initial Complaint

  Date:11/16/2023

  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.

  The SaaS provider, ConnectWise is attempting to extend our contract terms by an additional 6 months based on a ramp that was provided at the time our contract was signed. The salesperson did not represent to us that the ramp would extend the length of our contract, and the terms of the ramp are not presented on the signed documentation, or in the master agreement, that I am aware of. I have disputed this extension in the past, and most recently, when attempting to engage in buying out the remainder of the contract, support representatives from the company have failed to respond for several weeks, and when they did finally respond, provided incomplete details of how to go about ending our contract. Their buyout offer was for the full length of the contract, in addition to the 6-month extension that we were unaware of at the time of signing the contract. The customer service from ********************** has been very difficult to work with in the past when we've attempted to modify or seek assistance with our contract or licenses with them, and they continue to be unresponsive or negligent in providing billing or financial support. We are seeking to cancel our agreement at the end of the 24-month period that we originally agreed to, and furthermore, we would appreciate the ability to cancel our contract immediately and at no additional cost to us as an alternative to seeking legal action for misrepresenting the terms of our agreement with them regarding the ramp period.

  Business Response

  Date: 12/05/2023

  Hello,

  I'm sorry to hear the Partner felt misled regarding the agreement term length. After review, we acknowledged our error and resolved the issue by holding to the 24-month term, regardless of ramp/service month period. We are sincerely sorry for the frustrations caused by this situation and will utilize this feedback to improve our processes moving forward. Thank you!

• Initial Complaint

  Date:09/28/2023

  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 have been in business for more than 15 years and have over 20 technicians working for us. We had been stratified with our software stack of Autotask, N-able RMM and Passportal but we believed a most integrated stack would improve efficiency moving us to the next level.In March we moved our entire business over to the Connectwise stack of software. We were denied trials of the software but were given Connectwise driven demos of the software during the sales process. After 4 month of working with their team and trying to get the software to work for our business we came to the determination this product does not improve efficiency and while the stack of software is all from Connectwise it is less integrated than many 3rd party solutions. We have had service tickets for broken integrations which have been open form months get closed by Connectwise, without our approval. We have tried to get access to solutions we signed up for BitDefender Gravityzone and Acronis and have had to make tickets and wait for weeks to be able to try and *********** their dashboards.Attempting to use the Connectwise software stack has been our biggest single mistake in running our business.Since early July we have been trying to terminate our agreement with Connectwise and have only been encouraged to try and purchase other products from them. We need to wash our hands of the Connectwise failure and move on but we are on our 12th meeting with their executive team to try an terminate our agreement with them based on their failure to deliver their product as advertised but they keep claiming they need to get another team/department's approval for cancellation and keep kicking the ball down the road endlessly.

  Business Response

  Date: 10/04/2023

  We're sorry to hear the Partner is dissatisfied with the services that have been provided. The Partner was provided with multiple demos prior to purchasing and later determined it was not a good fit. Multiple leaders from various teams have offered assistance, workarounds, education, and best practices so the service would better fit their business needs. After reviewing their eligibility within the contract terms, we've provided additional options with moving forward to terminate the contract, all of which have been denied by the Partner.

  At this time, all services have been provided and invoices have been correct per the signed agreement. We understand they do not want to continue with the contract, and we are working with our leadership team on how we can move forward amicably.

  Customer Answer

  Date: 10/05/2023

  
  Complaint: 20670495
  
  I am rejecting this response because:

  I agree there were multiple demos controlled and run by the ConnectWise sales team.  All requests to trial or control our own demo were denied.  After several month of going through the onboarding process it became clear the ConnectWise stack of software was not going to be a usable solution for our business.  Per the contract we attempted to exercise our option 14 and open a dispute on July 12.  Per the contract the dispute is to be resolved with in 30 days.  After nearly 90 days and 9 meetings where the ConnectWise team just tries to sell different products we are still waiting on a resolution. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/09/2023

  I'm sorry to hear the Partner isn't accepting the response. After review, it appears we came to an amicable settlement on October 9th, as we made an exception for the Partner by releasing them from their agreement with an agreeable buyout amount. At this point, this request has been resolved. 

• Initial Complaint

  Date:06/02/2023

  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 purchased a software from Connectwise and are billed on a monthly basis. Started in October 2022 Connectwise started billing ** for a product we don't have and never ordered. During the over 200 days since this started we have followed the procedure for opening a support ticket with ConnectWise billing department. This has been shifted to 6 different people during this time. Some have taken to lying about the order stating we purchased on a portal, but they will not provide any information about when, what portal, and who placed the order.They continue to charge ** and we opened a dispute with the credit card provided we are charged. They did a chargeback for some of the charges, we haven't done them all yet, and when the credit card company issued ** a credit ConnectWise just rebilled ** for the amount.

  Business Response

  Date: 06/06/2023

  Thank you for providing this Partner's response and we understand their frustrations with the situation. While an error did occur, our teams tried to help resolve the issue by removing the services in January 2023 with a backdated downgrade agreement. Once signed, the service would have been cancelled and the invoices would have been credited back to the Partner. Unfortunately, the Partner refused to sign the provided agreement therefore, the service was not removed, and the invoices were not credited back. At this time, our team has provided a new agreement to remove the services and is awaiting signature. 

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 20133019
  
  I am rejecting this response because Connectwise required me to sign a document saying I was downgrading a license. But I was asking them to remove something that I had not ordered. In addition the agreement they asked me to sign stated there would be not refunds. During several calls I was told that no refunds was standard language and I would have to trust them that the credits would be created once the contract was signed. So I asked Connectwise to detail out what credits would be issued once I signed the contract. They refused to list out refunds and stated again I needed to trust them.

  I talked to an ESET license person at ******************** on Friday June 1 who stated that in fact they had been billing wrong and it appeared Connectwise never removed the licenses from when I first cancelled them in 2017. He said that billing should just be able to remove the items and downgrade license would not be needed.

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

  Business Response

  Date: 06/12/2023

  I'm sorry to hear the Partner is unsatisfied with the response. Our ************ and Sales team are attempting to resolve the issue by providing a backdated downgrade to remove and credit back the service. With the signed backdated downgrade, we will be able to resolve this issue for the Partner. 

• Initial Complaint

  Date:05/04/2023

  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.

  I have done business with this company for several years, and the costs have been ~$550 a month during this time period, which was above my minimum monthly commitment. I was informed early this year that I wasnt meeting my minimum commitment of $2450 a month, which is a roughly 500% increase over what Im paying, and roughly 700% above my prior minimum commitment.I have tried reaching out to billing, accounting, my sales rep, and generally get some generic answer about how the bill is because of this change. I have said repeatedly that I do not agree with this new amount and have tried to resolve it amicably. I have asked for new quotes, and finally, have asked for cancellation. I have yet for a human being to actually answer any of my complaints.Yesterday they took an ACH payment of over $8,000 out of my account, after I had already put a stop payment on any withdrawals by them the prior month. I had to file a fraud complaint with my bank and change my account number.

  Business Response

  Date: 05/08/2023

  Hello,

  We are sorry to hear about this Partner's experience! We were able to confirm, there was an error in notifying the Partner of the renewal increase. To remediate the issue, the ************ and Account Manager team are working on negotiating a new contract and once billing is resolved, we will further assist with reviewing the credit request. We hope to help turn this experience around and remediate the issue for the Partner. 

   

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair 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.

  As another user has stated, no contract renewal email was sent in 2022. After Connectwise's licensing team reached out to me to let me know that our contract did not renew and wanted confirmation that we wanted to continue utilizing our existing licenses. I reached out to both the Licensing team and Billing teams to let them know that they were fine to terminate services, which is what they indicated they would be doing in their email. Then the Billing team started sending me invoices anyways, for a price higher than what we were paying previously. I've spent over 2 months, with only a handful of return emails from Connectwise attempting to respond to concerns.So far, Connectwise has ignored the fact that they stated we had no contract and would deactivate services if we did not respond and verify we wanted to retain our licenses. They have stated that because they have an auto-renewal clause, the contract auto-renewed, even though they were the ones who told me it DID NOT.

  Business Response

  Date: 04/17/2023

  Good morning, 

  We are sorry to hear about this Partner's experience with their contract during their renewal period! After review, there was an error in our system where the contract did not automatically renew per their signed agreement; however, Partner still had access and continued to utilize the services without being billed. After our team realized the contract error, we contacted the Partner for confirmation on how they'd like to move forward as the services were still in use. Partner confirmed they would like February 2023 as final due, and this is the resolution our ************ team is moving forward with. We hope this helps resolve the Partner's experience and concerns. 

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19924624
  
  I am rejecting this response because:
     Connectwise reached out and agreed that, based on the lack of renewal notice and the fact that the contract did not auto renew, they would raise an exception and allow to terminate the contract early.  They asked that I repsonded with a confirmation that I would like to proceed with the termination, which I did.  Then, over a week later, another Connectwise rep emailed me that they reviewed the case in which the licensing team confirmed the contract did not renew but that it auto renewed.  Despite the fact that they literally just confirmed that the licensing team confirmed my contract did not renew.  Because of this, they said they would not be terminating service as of February 2023, even though they previously agreed to do so.
  Sincerely,
  
  *******************

  Business Response

  Date: 04/28/2023

  Hello,

  We're sorry to hear the Partner has received conflicting information. This has been corrected, and the termination is still being offered with ******** services as final due.  Our apologies for any frustrations from this event. 

   

  Customer Answer

  Date: 05/01/2023

   
  Better Business Bureau:
  

  Connectwise ************ followed up and finally sent a mutual termination agreement. 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:04/03/2023

  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 have been a client for somewhere around 10 years now. We've had many serious issues over the years, but the current one is that in spite of us requesting to drop one of their products from our invoice, they refuse to do so. They semi-regularly reach out to see how we're doing and ask if we have any issues, but then they completely ignore our feedback on those issues. Important functionality of the core product has been broken for years and they don't care to fix it. We've been moving off of this product for years and during that time we've asked for our counts to be downgraded multiple times. That, of course, never happens. On top of that they regularly send emails seeing "how we're doing" but when you tell them your problems they stop responding. I had a "ConnectWise ************ Manager" who emailed me on February 14th (in response to my request to downgrade made in December). I told this person that I only wanted to talk to someone who could actually help me and they assured me that they could. I wasted my time digging through old emails, tickets, etc. to provide the info they wanted. It's now April 3 and the last communication I had from this person was on March 15th. I have reached out to them at least twice since then at approximately every two weeks, but have had no response. Yet the bills keep flowing on time. They seem to like to drag the process out so that they can make more money on a product no longer in use.

  Business Response

  Date: 04/05/2023

  Hello,

  We are sorry to hear about the Partner's experience. While I understand there were some product concerns, we were not able to locate any previous tickets/cases reporting product errors or issues with utilizing the product. As an effort to retain the Partnership, our team offered to escalate the product concerns with the respective teams. This effort was denied by the Partner. At this time, our leadership has reviewed the request and has approved an early termination to assist. We are happy to see they will be keeping other products with us and look forward to continuing this Partnership. 

• Initial Complaint

  Date:03/13/2023

  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.

  I originally signed up with ConnectWise as a start-up computer support company 7.5 years ago.The original agreement was for 12 months with no automatic renewal and to be considered a month-to-month agreement after the initial 12 months since my company was a start-up and would be foolish to agree to a longer term.After 7.5 years of doing business with ConnectWise and enjoying their produce, I decided it was time to retire and close my one-man company; this is when the problem arose.I am told by Connect Wise that I agreed to a 36 month contract with an automatic 36 month renewal which I would have never done. After 7.5 years, under the impression that I was on a month-to-month agreement with them, they say I have 11 months remaining on my current contract and that I am to pay them even if I do not use their services.It is a shame, I always treated my clients with respect and was up front and honest with them only to have a company like Connect Wise treat a loyal customer like this.I am currently in talks with them and even tried to compromise (for closure only) but all is still up in the air.

  Business Response

  Date: 03/16/2023

  Hello,

  Thank you for sharing the Partner's feedback and I'm sorry to hear the confusion surrounding the agreement terms. After review, within the agreement the automatic renewal clause is listed and reflects that the agreement will automatically renew for a 12-month term. Also, the Partner has been sent numerus reminders regarding the agreement automatically renewing for another 12-month term for the last 4 years. I'm happy to see our team has taken into consideration the business closing and allowed the Partner to terminate their agreement early. We hope this clarifies and addresses the Partner's concerns. 

  Kind regards,

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19588275
  
  I am rejecting this response because:

  I have made several requests for a copy of my original contract/document I supposedly have signed and to this day, none have been provided.  Instead, I received a generic/blank contract and was told the one I signed was the same.  After reading in detail the blank/generic contract, it stated a 36 month duration with an automatic renewal for an additional 36 months upon expiration which I find totally unacceptable.  I find it interesting that we are now being told that the agreement was for 12 months with an automatic renewal.  I never received anything stating that the contract I was suppose to be under was about to renew for another term; only the monthly charge to my credit card of over $400 (the original monthly charge was much less).  If I had seen any such information, I would have assuredly contacted the vendor long ago.

  In trying to work with connectwise, if necessary, I intend to make a monthly payment through May as discussed via emails to their support staff but I am not at ease in making a monthly payment of over $400 for a service for which I will not be using.  

  I will be 68 in a couple of months and forced into retirement due to health reasons and after working one-on-one with many clients for over many years, providing them excellent service along with honest ********, this just does not set well with me but I will do what I can.

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