Complaints

This profile includes complaints for IMSI/Design, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  IMSI/Design, LLC

  384 Bel Marin Keys Blvd Novato, CA 94949-5361

• 

  IMSI/Design, LLC

  64 Digital Drive Suite 200 Novato, CA 94949

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:01/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 have ordered a product software ******************** Professional After download I have installed the software and did not worked! I have contacted the support and everything that they provide as information to fix did not work, they scheduled a remote session through any desk and nobody connected!!! I dont get any effective support!

  Business Response

  Date: 01/20/2025

  Hi, I am sorry for the inconvenience.  Our support team is ready to assist. I request that you please respond to the open support ticket so we can troubleshoot and address the issue. Regards, **** Support Team

• Initial Complaint

  Date:04/12/2024

  Type:Service or Repair 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.

  Purchased a lifetime license to TurboCad Professional v16. Trying to re-install on a new computer and the authentication key no longer works. **************** said that they no longer support this product. However, for $599 (subject to a "discount") I could upgrade to the current version. I don't want a new version - I want the original product that I purchased in good faith to continue working.

• Initial Complaint

  Date:08/09/2023

  Type:Sales and Advertising 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.

  I purchased a copy of Design CAD 3D *** 2022 on May 10th 2023 for $199.99. Used it for a couple hours found out it didn't have a feature I was looking for decided to go forward with a return, "We offer a 30-day money back guarantee for all software". I emailed support got a automatic email back saying they will usually respond within 24hrs. 20 days pasted I decided to call the phone number provided, no one picked up it said to leave a message which I did. I ended up going on the online chat they gave me the email for the Direct Sales Supervisor (*************************). He had me fill out and return a "LETTER OF SOFTWARE INTELLECTUAL PROPERTY DESTRUCTION". I was then forwarded to a Customer ************************************* he had me fill out and return another ELOD (LETTER OF SOFTWARE INTELLECTUAL PROPERTY DESTRUCTION) form, which I did so on June 16th. I did not receive a form confirmation but his last email said it would take 1-2 weeks for the return transaction to show on my credit card. After waiting 2 weeks with no return I emailed back to make sure everything was correct in my form, no reply. I emailed Usama and ***** on July 20th to check in on the status as it has now been 2-1/2 months since I initiated the return. I as well called and left a voice mail to call me back. There online chat is no longer online, its simply a email form, which I as well filled out asking to be contacted back in any form. It is now 3 months later and I still have not been refunded my money nor have I heard back from anyone in any form.

• Initial Complaint

  Date:06/18/2023

  Type:Service or Repair 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.

  I purchased a copy of Turbo CAD on January 31st from IMSI, but realized in about two days it wasn't what I needed. I completed a letter of destruction per their website and submitted it via email on February 5th with a request for a refund. After a month with no response, I contacted them via a helpdesk ticket. ***************** closed my helpdesk ticket and said it would be easier to handle it offline and to text him, but he never responded to any texts or phone calls. I tried contacting the company again two weeks later through their chat feature and was directed to **** again with no response. Finally on May 1st after sending multiple texts, he sent me a one line text telling me he doesn't work for IMSI anymore. I put in another help desk and was not contacted, so I contacted the BBB and filed a complaint. Someone contacted me after the complaint was filed apologizing and asking me to provide a letter of destruction. I sent them the letter with reference to the previous help desk and have not heard anything back since - that was May 16th. I have tried contacting the company multiple times with no response and have not received my refund of $287.98.

• Initial Complaint

  Date:04/27/2023

  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.

  First transaction was April 12 to download free trial software. It wasn't functioning properly. I got an email response from the support desk but it still did not work and they never responded again.April 25 I decided to buy the full software version as it had many good reviews (but I did not check the company - shame on me). I made an error and accidentally bought the windows version instead of the mac version. I wasn't worried because they had a 30 day return policy. I sent in a request for the refund via chat and received an email confirmation that I would have a response within 24 hours. Meanwhile I purchased and downloaded the correct mac version which still did not upload properly. Now 48 hours have passed and there have been no responses to my request for the windows software. I did connect with tech support via chat today but they didn't know how it worked on a mac. They gave me an email address for someone to connect with for a refund. I'm waiting for a response. They also gave me a name for someone who can help me with a mac. Still waiting for a response.I have now paid for two software packages and I'm $214 out of pocket. I'm horrified to see they have an F rating with you. I fear I will never be reimbursed and I don't know what to do. I want to be fully reimbursed for both products.

  Customer Answer

  Date: 05/19/2023

  From: *********************** <**************************>
  Sent: Thursday, May 18, 2023 12:27 PM
  To: info <************************************>
  Subject: 54731806-224B4 update
  
  Hello,
  
  I received an email from you saying the company has not responded to you.
  
  Although the billing department never responded to any of my requests directly, I did manage to engage the help of a tech support person and asked if he could expedite my request for a refund.  He contacted the billing department on my behalf and even forwarded a document to me that I needed to submit to begin the refund process.  It appears this worked as they have sent me an email that a refund has been issued.  I now just need to wait and make sure it is credited to my credit card.
  
  Hopefully my situation is resolved but Im confident that had I not found this tech support person that I still would not have any movement toward a resolution.  I will not be doing business with them again.
  
  Best regards,
  
  ***********************

• Initial Complaint

  Date:04/19/2023

  Type:Service or Repair 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.

  Purchased update TurboCAD Platinum 2023. Download of product failed multiple time. Link to Technical Support does not work. Calling their phone number, I get transferred to Medical Alert (who won't transfer me back). Tried their chat feature and get a bot answer. I simply want the product I paid for and have to question why they are scamming with Medical Alert.

• Initial Complaint

  Date:03/13/2023

  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.

  I am in *********. I purchased a CAD software upgrade from IMSI/Design via internet (order NKVB04387) via PayPal (they have been unsuccessful in helping). I've been using this software for over twenty years. Somehow I was charged for two licenses, but I need only one. Every attempt to contact IMSI to get a refund has met a dead end. Multiple help tickets have been closed with no response or resolution. Every email (multiple addresses) has been ignored. Tried several phone numbers, but no person responds and "inbox is full". Recorded message suggests trying SMS, but does not work for some reason. Reviews from various sources indicate that above seems to be the norm - you get ignored. Am I out of luck? Thanks!

• Initial Complaint

  Date:01/28/2023

  Type:Service or Repair 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.

  I have a design program, TurboCad Deluxe 2017, that I've been using successfully for about four years. However, in the past six weeks, IMSI Design has begun asking me to insert an activation code before the software will open. Before the program will open, a page comes up and says that I have to get an activation code either by email or by telephone. However, despite many attempts, IMSI Design won't respond to either and the program won't open. I now have a design program that I've used for hundreds of engineering drawings that I can't open and drawings that I can't copy, and that includes drawings init for current projects.What i'd like is to have you contact the company so they would give me the activation code and i could go on using the program.

• Initial Complaint

  Date:01/25/2023

  Type:Service or Repair 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.

  I purchased Floorplan Plus 3D V16 and was sent the CD with a serial number attached to it. In order to activate the product, I was required to obtain an activation code directly from the company. I did so, and activated the program. I have made no changes to the program and never deactivated it on my laptop, however when I went to log on to use it, it stated that it again needed activated. The code that I previously was given did not work, so I contacted IMSI to request the activation code. After writing and calling them multiple times with no response over a two week period, I spoke with someone via their chat. He informed me that he didn't have any old codes he could issue me, and when I questioned him and asked for the companies contact info, he responded by putting his info in the chat client and disconnecting the chat. I still have not received the activation code for the product and do not understand how a company can deactivate a program I paid for, and then refuse to reactivate it. The company will not respond to my emails or voicemail messages, and the person I chatted with would not even explain why this has happened to me again. I paid for the program, activated it, had to reactivate it last year, and now am being told that although I didn't deactivate it, they cannot help me.

• Initial Complaint

  Date:12/03/2022

  Type:Service or Repair 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.

  I purchased a computer software program on September first, 2022. The order number is X91U03801. I paid $59.99 for a cd and never received it in the mail. The whole order was for an instant download and a backup cd for $77.97. I got the instant download, and it works fine with no complaints. The only complaint I have is it's been over three months and I still haven't received my backup cd which cost me $59.99. I have tried to contact them through emails and phone calls. I've sent them numerous emails and have been completely ignored. I have tried to contact them by phone leaving them a message on their answering machine and got no response. I even left them my phone number so they could call me. So far, I haven't heard from them by way of a phone call or email. It's like there was nobody was there. I can't get a **** of anybody. The person that was assigned to the case is *****************. I told him through an email that I ether want my cd or a refund of $59.99 put back on my debit card. I would rather have the cd if I can.