Review Time
They persist in billing even after cancellation. I tried to cancel using the provided form but was still charged. When I called to speak with a representative, the wait times exceeded an hour. I was placed in the "queue" but the automated system called me back, stating that the queue wait had failed due to too many people waiting, then disconnected. I attempted this multiple times. The email responses took 2-3 days and were just generic replies. I had to dispute the charges through my bank, and of course, their support was quick to respond once the bank got involved. Fortunately, I had email evidence of my cancellation request from '24.
They will keep billing you even after you've canceled. I tried to cancel using their form but was still charged. When I called to speak with a representative, the wait times exceeded an hour. I got into the 'queue,' but the automated system called me back to say the wait failed due to too many people, then hung up. I made several attempts. It took 2-3 days to get an email response, which was just a copy/paste reply. I ended up disputing the charges through my bank, and suddenly their support was very responsive regarding the dispute. Thankfully, I had an email trail requesting cancellation from earlier.
As a licensed user, I experienced unexpected charges labeled as HOSTS OVERUSE CHARGES. They attempted to charge me $120 without informing me, but they couldn't since they used a virtual card. The software itself is decent, but I feel misled as they never disclosed any information about these extra fees.
After switching from another service to this, it quickly became clear that the product has a significant flaw that makes it unsuitable for providing ad hoc attended support. Unfortunately, I didn't notice this during the trial. Every time a customer runs their attended access app, it re-downloads over 60MB, even if they did so just 20 minutes earlier. With a 25Mbps network, it takes nearly a minute to function; slower networks take even longer. When I asked support for a workaround, they suggested my clients need faster connections. While the product works fine once running, reaching that point can be very frustrating. It's especially annoying since this is a solvable technical issue if they wanted to address it. Other competitors offer single-file executables for easy distribution. I tried to reach out for feedback before writing this review, but I received no response from them or support, who told me to go away. I doubt their outreach in the response below is genuine. I've since moved on to a different option, as I take my responsibilities seriously.
The company seems to prioritize scamming customers over helping legitimate ones. I had a remote session with what I believed was a legitimate entity, but it turned out to be a scam. Their response has been painfully slow—it's been 3.5 weeks with multiple follow-ups. Initially, I was told no remote session occurred, but that was later retracted when I insisted I had witnessed it. They are also unwilling to share session details, despite having logs. There have been repeated failures to call me back at agreed times for updates. There’s no clarity on data losses, and promised information has not been shared. The staff has been rude and patronizing, and one representative even hung up on me when I asked him to stop interrupting. It feels like constant gaslighting and shifting of responsibility. Overall, it's utterly unsatisfactory.
The support experience is terrible! It feels like you're conversing with a robot that doesn't care. To resolve an issue, they pressure you to make things easier for themselves. It's ridiculous. It's no wonder that a majority of the reviews here mention their poor support. I'd prefer to pay more for better assistance.
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