Kaseya Arvostelua 68

It is a shame that I cannot provide a zero star rating.

I was a pretty easy sell. I knew what I wanted, the sales person gave me options and I signed up. A bad decision on my behalf.

It has taken 2 months to get the product live, in the meantime I was invoiced twice for a product that I didnt have. I finally get access some 8 weeks later, only to have my account suspended for not paying the invoices that I should never have had, which they acknowledged. I now receive at least a daily reminder email from them, normally a different person. I tell them my torrid tale, whilst copying in my 'account manager' 'sales person' 'support team' 'accounts' and NOTHING.

A terrible customer service. TERRIBLE.

Kaseya, like most software companies have some challenges and are hard to navigate. However, it is the account support team that makes the difference. Our rep and his ability to maneuver throughout the org on my behalf has helped make a great partnership. I’m excited by their CEO, Rania, and her customer focused approach. Can’t wait to see what is next.

I have been trying to contact my sales person or the 'BCDR Concierge' for days. I get no repsonse from them either via email or phone. I started trying phone numbers from their website, on several of them their voicemail box was full.

** Update 17th April **

Eventually, mostly due to my original review, Kaseya did come to an acceptable agreement with me to offer some recompense for my experience. I do believe this is now the general pattern with almost any external support, that one only gets a true response and action, only after complaining on social media or a review site. It is a shame it took a month to get any sort of real communication.

So, kudus that they did finally have a call and admit culpability, but nothing can really change the huge amount of manual man-hours I had to put in to the migration to fix their initial error regarding what the UI import tool could do. I hope that any future support will be much more swift and successful.

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What a truly horrendous experience. Everything about their support process and 'Account Manager' structure is designed to obfuscate and delay. Clear questions and requests in writing are completely ignored.

When the sales process was happening, I literally could not get the guy off of the phone and email. He would reply in 1 minute. I had a clear screenshare showing them what the data import process needed to involve, and they categorically told me this would be possible. Since then, I spent 2 weeks manually importing data record by record that the import tool could not handle.

Since this time, they have ignored multiple requests to speak with a manager or decision maker, and they put the blame on me for not choosing the $3000 "white glove" service of their team doing the import, which was not even mentioned until used as an excuse for their UI import not doing what they promised it would.

Now, 18 days after raising my issues the account manager has said I need to raise a support ticket, without giving instructions as to how. This is despite having a video call on the 9th of March with the sales guy and a support team member, showing them the exact issues. These people will literally say and do anything just to not take responsibility for the customer experience. I am now tied in for a year, but I am already preparing for the tool I will move to next.

I have clearly asked for a call with a Customer Service Manager 5 times, and that request has been consistently ignored. Steer well clear.

Is it possible to give negative star reviews?

Worst company I have ever worked with. Nothing they sold us works. They promised the world and delivered bill after bill after bill. Then after almost a year of nothing working and going a back and forth. They send us to collections.

Overpriced with Account Executives that do not use or have any experience with the products they sell. For any MSP considering Kaseya the only good product is Datto Workplace. VSAX is finally somewhat OK, but be cautious about their backups, endpoint protection and email security. It seems that Kaseya runs maintenance on their platforms every day - during business hours only.

In November 2025 I started receiving emails to my small business email from Kaseya. Since I've never done business with them, I deleted their emails because I thought it might be a scam.
On Dec. 5, Received an invoice for $475.47 to my business email from Kaseya. I replied, “I have no idea who you are or your company. I never made a purchase from you and am not using your services or product. Why are you sending me a bill." I never received a response.
On Dec. 12, I received an email from Kaseya with a late notice. Immediately called the phone number on the invoice and spoke to someone in their Accounts Payable department. She assured me they were a legitimate company and that she would forward my issue to an Account Manager. Never received a response.
On Jan. 2026, I received an email from Kaseya with another invoice for $87.26. Called the phone number on the invoice and spoke to another accounts payable representative. Explained the situation and my previous conversation. She confirmed that conversation was noted in my account. Told me an Account Manager would call me back. Never received a response.
On Jan. 7 I Googled the Kaseya website and called the number from their website to make certain this was a legitimate company. Spoke to the same Accounts Payable person again. She had me speak with a Collections Specialist. He stated that they would stop sending me invoices and he was going to note it on my account. He explained that their department, Accounts Payable, could do nothing to help me and that this issue had to be handled by an Account Manager, again assuring me someone would call me.
On Jan. 29, 2026, I Received an email with another invoice totaling $562.73 indicating it was past due.
On Feb. 5 I finally received a call from an Account Manager. I explained the issue to him. He stated that he was now handling my account and that it sounded like my email was compromised. He asked me to send him an email with my contact information and that he was going to resolve the issue. I sent an email with my contact information thanking him for his call. On Feb. 9 I still hadn't received a response, so I sent another email asking him to verify that he received my email. I received an out of office message that he was out of the office 1/12 – 1/13. Never received a response.
On Feb. 14, I sent another email asking if he is receiving my emails. No response
On Feb. 18, I received an email from Kaseya that my account has been suspended for an outstanding balance of $644.65
On Feb 26, I received an email from Kaseya that my account has been suspended for an outstanding balance of $644.65. I called Accounts Payable and spoke to another representative. She found the original order and read to me what was ordered. I had no idea what she was talking about. The person who placed the order obviously had an IT background. I explained to her that I am an HR professional and have a one-man side gig where I sell resumes. I have no need for Kaseya’s services and no idea what they do. I contacted the better business bureau and the attorney general. I received an email the next day from an executive who had my issue resolved within 7 days.

Their teams really partner with you to find the best solutions for you, implement them into your business, and then support you for years to come. Their innovations among their products continue at a feverish pace adding features that their customer community requests through their various avenues to engage with the community.

Kaseya offers a comprehensive suite of products that help service providers do what they do successfully. The account representatives that we have worked with have been helpful and work with us to achieve our goals. Not every tool is perfect out of the gate, but the company works to improve the tools and their integrations over time in a positive way.

They have billed us £300 for an order we haven't placed and then taken the funds through direct debit. We were told to raise a ticket through their online portal and no-one has come back to us. We have tried calling and each option has been met with a voicemail service. I did get through to the audit team who transferred me to accounts but the call was cut off before I could speak to anyone. I would not touch this company! If an employee is reading this, get in touch please as we would like our money refunded!!

The only thing this company can do consistently is bill you. Other than that, most of their products don't work and their support has this nasty caviler attitude toward you when you dare open a ticket with them and expect them to fix what you pay for. Your account manager will switch every six months to someone less and less attentive and responsive, too.

It's indescribable how terrible this company treats its customers

They love to do maintenance during the working day, so our support staff can't do their job. It's a pretty simple thing: don't take your service down when your customers need it, like at 9:15 am on a Thursday.

As an organisation that i would say it is not trustworthy. I don't feel they are out there to make your life easier, to make your company better with their products. They are out for themselves and the money they can grab.

As per your reply, is a Saturday or a Sunday not a low-volume time period compared to UK working hours?

If I over billed my customers by mistake, once it was found I would do the digging and find out what went wrong. I would correct it and credit my customer, then I would apologize. Next I would give my customer some kind of discount to apologize. Kaseya has messed up the billing on multiple products, even added in services that were clearly another companies on to our bill. I've spent hundreds of hours getting the bill corrected and after two years they still have not gotten it all fixed. Worst company I've ever worked with personally and professionally.

I just want to say that Kaseya may have long contracts and sometimes you may feel like just a number. But one thing that I absolutely love about them is that they assign you a customer success manager who is your goto contact for anything. Mine for my first year was Kenneth Jackson - If you are ever lucky enough to have him then you've hit gold.

He help me time after time get what I needed and I never get that kind of attention from my ConnectWise Partnership.

They do have a wonderful Flex program that allows you to move into other products when you may have signed up for a software that didn't really fit you like you thought it would.

They will stay committed to your success during those long contracts an I appreciate that so much

We’ve been using Kaseya to manage our IT infrastructure and it’s been a game changer. The platform is intuitive, reliable, and covers everything from security to backups. It’s given us peace of mind knowing our systems are secure and running smoothly.

They are crooks, I subscribed to their service at $400 a month, they sent men a bill almost $1800 even though I didn't use their service. Very bad company, stay away from it

You open an account and then nothing. Impossible to get a response from their support. They do keep sending payment reminders, but don't answer when I ask them to cancel the account.

I tried canceling my Kaseya subscription but was never successful. Even after removing my payment method, they kept my card details on file and continued billing. I emailed several times with no response and opened a support case that has been sitting open for weeks with no follow-up. When I tried calling my dedicated rep, the number just rings with no answer.

Very disappointed with the lack of communication and transparency. I expected better support from a company in the IT industry. If you’re considering signing up, be cautious — canceling is a nightmare.

Do not recommend. Their services are overpromised and criminally underdelivered.