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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

  • 28 total complaints in the last 3 years.
  • 6 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:06/05/2023

    Type:Billing 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.
     
    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,

    *******************************d blocked, however she cleared it just now. I'm finishing this complaint here anyway, to make sure that it goes through. If it's still blocked, why did the test charge come through? No other subscription service that I use gives me this headache when I change cards. It would be a major hassle for me to de-platform and move my data elsewhere, give clients new log-in instructions and explain the necessity etc. Getting you paid should be the easy part. SMH

    Business Response

    Date: 06/14/2023

    Hi ******,

    Hope you are doing well.

    My name is ************************************** Manager at ********************* I am assigned to this complaint from ShareFile (Business Unit of ********************* and we are truly sorry for the inconvenience caused and the experience you have had.

    After working with our Billing team we were able to conclude that after multiple failed attempts on May 31st 2023, your credit card was blocked (this is a system behaviour). You did contact ** on June 5th 2023 and we opened a Case# ******** wherein, Finance was able to remove the block. Once the block was removed, the payment was processed successfully on June 6th 2023.
     
    The $0.01 is a test charge we initiate whenever a new credit card is updated on the account. Your account is all paid and up to date until May 30th ****, if you still need further assistance please feel free to contact me directly at *******************************************

     

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

  • 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.
     
    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,

    ************n 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

  • 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.
     
    Complaint: 19603592

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

    Sincerely,

    ***********************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: 03/21/2023

    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.
     
    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,

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

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

  • 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.

     
    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,

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

    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

    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.

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