SmallBizGenius Analysis

Logmein is a remote access software that allows users to connect to computers from different locations. While some reviewers praise its reliability and ease of use, many express frustration with its auto-renewal policies, cancellation process, and customer service.

Category Breakdown

Scores based on analysis of 96 recent reviews

Auto-Renewal and Cancellation Issues

2.0/10

Many reviewers complain about Logmein's auto-renewal policy, stating they were charged without warning and found it difficult to cancel their subscriptions. Some were denied refunds even when they contacted customer service shortly after the renewal date, with some customers stating they were required to submit cancellation requests 30 days before renewal to avoid being charged for the next year.

40 reviews mention this

Customer Service

3.0/10

A significant number of reviewers report negative experiences with Logmein's customer service, citing unhelpful representatives, long wait times, and difficulty resolving issues. Some reviewers mentioned being transferred multiple times between tech support and billing without a resolution, while others were unable to get a refund despite not using the service.

25 reviews mention this

Product Reliability and Functionality

8.0/10

Several reviewers praise Logmein for its reliability and functionality, stating that it works well for remote access and allows them to work from different locations. Some reviewers highlight its ease of use and ability to connect to office computers seamlessly.

20 reviews mention this

Pricing and Value

4.0/10

Several reviewers express concerns about Logmein's pricing, stating that it is too high for the value provided. Some reviewers also mention that new features are often introduced as paid modules, increasing the overall cost.

15 reviews mention this

Ease of Use

7.0/10

Some reviewers find Logmein easy to use and navigate, making it a convenient solution for remote access. They appreciate the straightforward interface and simple connection process.

10 reviews mention this

Remote Printing Issues

5.0/10

A few reviewers mention issues with remote printing, citing delays and compatibility problems with certain applications like Adobe.

3 reviews mention this

Pros & Cons

What Customers Love

Reliable remote access for many users Mentioned 20x
"LMI works and has worked for years. I service two remote seasonal offices and over 1200 clients during the off season using Log Me In. As long as the remote computers remain powered I work as if I were present in that office."
Easy to use and navigate Mentioned 10x
"Dependable & User Friendly: We do not ever seem to have any trouble logging in, using the software and logging out. One of the easiest software programs we have used. Thank you."
Good for monitoring remote systems Mentioned 5x
"The remote link from any computer or phone allows me to monitor my weather station, cameras, and even my freezer two hundred miles away. It’s almost like having someone there."
Responsive customer support (in some cases) Mentioned 4x
"I received a fairly quick response and a knowledgeable support person. Unfortunately, we were unable to figure out what appears to be a windows issue not completing a reinstall of logmein which I have yet to figure out. Overall, the logmein central product is great."
Fast remote login Mentioned 3x
"Great software to remote login. Fast, too!"

Common Complaints

Difficult cancellation process and auto-renewal issues Mentioned 40x
"Auto renew is a scam. They bill without warning and make it a pain in the A** to cancel."
Poor customer service and unhelpful support Mentioned 25x
"Terrible customer support. After 3 years of good function I couldn't log in with my email address. They have had 2 weeks to fix it and said it had to be referred to 'development.'"
High pricing and expensive add-ons Mentioned 15x
"The price is high for the value. There should also be better tiers for the number of machines under management."
Slow transmission speeds Mentioned 3x
"Transmission is very slow but the service itself is very expensive. We are considering to terminate our usage of logmein."
Printing issues and Adobe compatibility problems Mentioned 3x
"The main issue is printing. There are times it will print within minutes then other times I have had to wait up to 30 minutes for one page. Restart is constant. Changing printer selections can take up to 5 minutes. And LMI doesn't play well with adobe at all."

Common Questions About Logmein

Answers derived from customer review patterns

Is Logmein legit and trustworthy?

Logmein is a legitimate remote access software that has been in the market for many years. However, a significant number of reviewers express concerns about its billing practices, particularly regarding auto-renewals and the difficulty of canceling subscriptions. Some customers report being charged without prior notice and facing resistance when requesting refunds. While the software itself may be functional, these billing issues raise questions about the company's trustworthiness.

Based on 45 reviews

Does Logmein have good customer service?

Based on the reviews, Logmein's customer service is a major point of concern for many users. Numerous reviewers describe negative experiences, citing unhelpful representatives, long wait times, and difficulty resolving issues. Some customers report being transferred between departments without a resolution, while others were unable to get assistance with cancellation or refund requests. While a few reviewers mention positive experiences with support, the overwhelming sentiment suggests that Logmein's customer service is unreliable.

Based on 30 reviews

Is Logmein worth it for small business?

Whether Logmein is worth it for a small business depends on its specific needs and budget. While the software offers reliable remote access functionality, the high cost and reported issues with billing and customer service may outweigh the benefits for some businesses. Small businesses should carefully consider their options and compare Logmein's pricing and features with those of competitors before making a decision. Businesses that require robust customer support and flexible cancellation policies may want to explore alternative solutions.

Based on 20 reviews

What is Logmein's cancellation policy like?

Logmein's cancellation policy is a frequent source of frustration for reviewers. Many customers report that it is difficult to cancel their subscriptions and that they are automatically charged for renewals without prior notice. The company's policy generally does not allow for prorated refunds for unused subscription time, and customers may be required to submit cancellation requests well in advance of the renewal date to avoid being charged. The cancellation process often involves contacting customer support, which can be time-consuming and challenging.

Based on 35 reviews

Why am I being charged for Logmein after I canceled?

Several reviewers report being charged for Logmein even after attempting to cancel their subscriptions. This issue often stems from the company's auto-renewal policy and the requirement to contact customer support for cancellation. Some customers may not be aware of the auto-renewal terms or may encounter difficulties when trying to cancel, leading to unexpected charges. It's crucial to confirm the cancellation with Logmein and retain any confirmation emails or reference numbers to dispute any unauthorized charges.

Based on 15 reviews

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