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:05/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were contacted from these people about a bill for something we supposedly signed up for last May. We believe it to be fraudulent as we have no idea what there company does, no record of a purchase, and many weird details that were incorrect like name and last 4 digits of card number. We have ignored these requests for payment because we don't have anything to pay them for.After receiving so many harassing emails I told them I wanted to cancel the subscription (which we never made in the first place). We have since been getting many emails about the back money we owe them...We are now supposedly getting contacted by ***** debt collection for some 6 or 700 fee for something we never ordered from N-able in the first place. It seems to be some kind of scam.Please either confirm that this is not you and is a total scam or cancel these invoices and the debt collection thing as we've never ordered nor received anything from you.

• Initial Complaint

  Date:03/04/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Attempting to cancel services with this company is frustrating. I originally purchased the service when it was branded as Solarwinds. Over the past year, I've used the service very few times and logged on multiple times to try and find a way to cancel the subscription. I couldn't find a way because they do not offer a way to cancel online, through their portal. After researching it, I found you have to submit a ticket through their help desk. The cancellation was request on 1/31/23. I received a cancellation confirmation that informed me that whey would cancel my subscription, but only after collecting an additional 30 days of subscription fees. They have refused multiple refund requests and refuse to escalate the issue further. They debited my account for Fees in February.This constitutes an obtuse, confusing and frustrating customer experience. It's one of the poorest "retention" models out there and I am seeking a refund for the unwanted "extra 30 days."

  Business Response

  Date: 03/09/2023

  Customers must call and create a ticket at **************

  Customer Answer

  Date: 03/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I Have gone through the ticketing system and they have refused to provide any relief or remedy to the situation.  Case # 02156950.  The last response was a week ago, and it was only to say they will review.  This process has been ongoing since January. Please note - they are factually incorrect in the email - the request to cancel was submitted in January, not February.  I would like a refund for February.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

• Initial Complaint

  Date:02/22/2023

  Type:Order 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 signed a contract with N-Able assuming there would be a 60-day notice to cancel, but the company did not mention a termination fee, and the link to the agreement I signed was a 404 page.The sales representative, Dakota, misled me about the support, billing practices, trial process, and SentinelOne integration. I received poor support, and it took almost 2 weeks to receive assistance.I canceled my SentinelOne trial, but I am still being billed for it, and I was billed for 32 unused licenses. I was also told that SentinelOne integrated with N-Sight, but it does not.I want N-Able to cancel the termination fee and refund the billing for the unused SentinelOne subscriptions. I no longer trust the company and wish to part ways. N-Able should improve its support and billing practices to prevent similar issues from occurring in the future.

  Business Response

  Date: 03/09/2023

  Customers must call and create a ticket at **************

  Customer Answer

  Date: 03/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  

  I have been able to contact the business and they have granted a refund and cancelled my account. This case can be closed
  
  Regards,
  
  ***********************