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Business Profile

Computer Hardware

Avanquest Software

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Avanquest Software's headquarters and its corporate-owned locations. To view all corporate locations, see

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Avanquest Software has 2 locations, listed below.

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    Customer Complaints Summary

    • 47 total complaints in the last 3 years.
    • 16 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:08/03/2023

      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.
      Unable to load Fix-It Utilities Pro. Continually get an error message "unable to access the server". I will upload a screen shot of the error. Please provide a fix for the problem. Thank you, ***** M. ********, **********@earthlink.net' +*** ****-****

      Business Response

      Date: 08/07/2023

      Customer service contacted the customer via email with no responds however we provided a new link for the software.

      However, if issue continues, please contact us back as we will proceed to find a solution.

      NEW ORDER NUMBER   **********
      Mr ***** ********
      Email: **********@earthlink.net

       

      Thank you.

    • Initial Complaint

      Date:06/26/2023

      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.
      On May 22, I ordered Driver Update Software from Avanquest. I can’t download their product on my Dell laptop. I have emailed them repeatedly. I paid $154.98 for a product I can’t use! Their customer service is awful, it’s been more than a month and they still have refused to refund my money! I’m beside myself with frustration! I’ve sent them numerous emails without a resolution. They know I’m not using their software. This email was probably the 5th or 6th I’ve sent since purchasing their unusable product! On Mon, May 22, 2023 at 7:24 PM ********* **** wrote: I want my money back immediately, not 30 days from now! My order # is Confirmation Number: ******* I have tried for 5 days to get this Driver Update on my computer. Your customer service is the worst. I will contact Pay Pal, the BBB and let my complaint be known on your Site! I’m totally frustrated with the service, $154.98is a lot of money! I will not throw good money after bad! I expect a response in the next 24 hours. Today: It’s now been more than a month, I can’t use your product on my laptop nor can I afford losing $154.98! This is shameful!! You can see I haven’t downloaded your product, I am beyond frustrated with your customer service!! How can you charge me for a product I can’t use?

      Business Response

      Date: 06/27/2023

      A refund has been applied to the customer's account. Please see the attached details on the order and the refund.

      Customer Answer

      Date: 06/30/2023

      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.

    • Initial Complaint

      Date:06/20/2023

      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.
      I purchased a online copy of WebEasy Pro 10 by Avanquest on 5 June 2023 for $34.94 which was supposed to include a hard copy by mail. The hard copy nerve arrived. I downloaded the online copy and for 2 weeks it worked well as I built a website. Now it asks me to "Activate" the app to continue and to get a free domain name and free web hosting. But the activate tab keeps returning a "Site cannot be reached" message. I deleted the program and reinstalled it, but still get the same message. Within the app there is a WebHosting tab and sign up tab but these also return a Site cannot be reached message. I called the service phone number on the email receipt but this connected me to a tech in India who was rude and knew nothing about this program stating that she was responsible for several hundred apps and couldn't keep up with all of them. I found a corporate number for Avanquest in California but no matter what time of day I call a recorded message says they are close, please call back between 8am - 5pm PST. Their website offers tech phone support for a charge per minute. This behavior is outrageous. After 2 weeks of works, I just want to get my website published and hosted.

      Business Response

      Date: 06/21/2023

      I spoke to Mr. ****** this morning. I gave him my direct contact number and email. I sent an email to the Tech Support manager telling her to call him and make sure he is taken care of. He is going to get ahold of BBB to satisfy the complaint.

      Thanks.

    • Initial Complaint

      Date:06/05/2023

      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.
      I have not authorize any withdrawal from my bank account to Avanquest Software. They have charged my account $97.00! I demand a refund!

      Business Response

      Date: 06/06/2023

      The customer was charged for the renewal of Soda PDF ********.

      The renewal amount of 97.90 USD was refunded.

      I spoke to Mrs. ******* and explained to her that we have refunded her credit card $97.90.

    • Initial Complaint

      Date:04/04/2023

      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.
      In March of 2023 I attempted to purchase via the internet and Best Buy My Mail List and Address software. I received refunds for both transactions. This is not what I am disputing. I could not download with the instructions that were provided. I tried to call the numbers listed. One was disconnected the other closed because of COV'D. Why is this software still advertised for sale? Is this company still in business? Item should not be listed for sale.

      Business Response

      Date: 04/05/2023

      BBB,
      The customer filed a charge back with their credit card company which generated a refund back to their credit card. By purchasing the item, the customer needs to follow the instructions on how to reach our customer service center. The customer has received a refund for their purchase as shown below. There is nothing more we can do for this customer.


      Customer Answer

      Date: 04/07/2023

       I am rejecting this response because:  I tried to reach Avanquest on the phone numbers provided and neither one was in service.  How can you list a product for sale and it cannot be downloaded.  The Geek Squad at Best By could not even download My Mail List and Address Book.  The older version I had on my old computer was not compatible with the new.  The product is listed on Amazon, Best Buy and the internet.  I know I received reimbursement for the item.  Poor service by the company.

    • Initial Complaint

      Date:03/27/2023

      Type:Product 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.
      I purchased the InPixio software from Avanquest from their website on Feburary 16, 2023. Upon purchase I learned that the software was not to be liking, so I contacted customer support to begin the 30-day refund option. The submitted the request on their online support portal on Feburary 22, 2023, and was contacted on March 9, 2023 regarding my refund request from Billing Support Specialist with InPixio. After multiple conversations with the support specialist declining the offer for a different product and requesting for the full refund offered within 30 days, the billing support specialist has failed to provide the refund request. This company was repeatedly failed to provide me with an adequate refund within a timely manner. I have included supporting documents showing the original purchase receipt and correspondence between myself and the billing support specialist regarding my refund request.

      Business Response

      Date: 03/31/2023

      I'm sorry for the issue. I have contacted InPixio and they have refunded the customer. Please see attached copy of the refund email.

       

      Thanks.

       

       

    • Initial Complaint

      Date:03/17/2023

      Type:Product 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.
      I purchased photo software from their iNPixio company 02/25/2023, Confirmation Number: U*****Z4, Purchase Date: 2/25/2023 8:26:13 PM, Total: $45.99. Then a few days later I received a notice that they had a upgrade for the software that I had purchased, claiming that the upgrade would make it Much Faster and Better. So I decided to give it a try. So, on Purchase Date: 3/9/2023 4:25:44 PM, Confirmation Number: U******D, Total: $49.98 which was suppose to only be $39.99 but they added on a $9.99 fee so I could load the software on addition** computers. As soon as I noticed the overcharge I requested a refund for the $9.99 which they ignored. They then were pushing me to agree to pay more money for future use of product. I told then, before I spend more money I'm going to try the update to see if it works any better than my origin** purchase. Well, the update didn't make any improvement and I requested a refund for the $49.98. Their customer response was "We'll Get Back to you within 24hrs" However they didn't and I keep asking and they keep ignoring my request. These people are SCAMMERS. I want my REFUND!!! I'm attaching a document showing their delay tactics. I'm a 75 year old senior and can't afford to lose money like this. Please Help. Sincerely ** ******

      Business Response

      Date: 03/20/2023

      Dear *****, I am sorry to hear about the difficulties you have been experiencing with our company, and I understand your frustration. As a valued customer, your satisfaction is our top priority, and we take your concerns very seriously. Please accept our apologies for any delay in getting back to you. We strive to respond to all customer inquiries within 24 hours, but it seems we fell short in your case. We will make sure to investigate this issue and take appropriate measures to prevent it from happening again in the future. Regarding your refund request, I would like to assure you that we are committed to resolving this matter to your satisfaction. We have reviewed your account and confirmed that you are eligible for a refund of the $9.99 Edit photos on up to 5 PCs!- 1 Year option and well of the for inPixio Photo Studio Ultimate - 1 Year for 39.99, and we have initiated the refund process. The funds should be returned to your account within 3-5 business days.

      Once again, please accept our apologies for any inconvenience caused, and please do not hesitate to contact us if you have any further questions or concerns. We value your business and appreciate your patience and understanding.

      Customer Answer

      Date: 03/24/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 19****79, and find that this resolution is satisfactory to me.
      Provided that they actually send the refund. Haven't received it yet but I know the banks hold our money before they send it. 

    • Initial Complaint

      Date:01/16/2023

      Type:Product 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.
      9/16/22, from Amazon Photo Explosion Deluxe Avanquest I downloaded this program and was given a trial program. Now I'm trying to access it with my Serial Number and it: a) Doesn't work; b) Tries to sell me another one; and c) Doesn't allow me to contact any troubleshooting. I'd either like my Money back, or, provide a Serial Number that does work.

      Business Response

      Date: 01/19/2023

      The customer purchases our software form a retailer; the purchase will not be listed in our sales database. We do honor our refund policy for retail customers, but they need to show us proof of purchase in order for us to get the amount to refund. Since the customer purchased our product from a retailer, we need proof of purchase with the amount that was paid in order for us to process a check refund.  Since my respond time is limited, we have made 3 attempts to contact the customer, 2 by email and 1 by telephone. See below.

       

       

       

      Better Business Bureau complaint received:

       

      Subject:

      The Better Business Bureau has received a customer concern about your business

      Date Sent:

      1/16/**23 7:42:08 PM

       

       

      From: ***** *******
      Sent: Tuesday, January 17, **23 12:13 PM
      To: ***********@msn.com
      Subject: Photo Explosion software

       

       

      Hello *****,

       

      This is ***** with Avanquest, I was informed that you are having trouble with the software’s serial number.

      However, because you purchased the software from Amazon, and we have no access to any of their orders containing our software you have the option of receiving a refund for the software or we can go ahead and send you either a download or a disc version of the Photo Explosion 5.0 Deluxe.

      Please contact us back on how you would like to proceed.

       

       

      Thank You,

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

       

       

      On January 18, **23, at 11 am PST.:

      A phone call was placed to the provided number. A message was left requesting the customer give us a call to provide us with the needed documentation to process a refund for the purchase.

       

      ***** ******
      **** E. *** Avenue
      ****, AZ *****
      Daytime Phone: ###-###-####

       

       

       

      From: ***** ******* <N*******@avanquestusa.com>
      Sent: Thursday, January 19, **23 8:51 AM
      To: ***********@msn.com
      Cc: Mark Ottinger <[email protected]>
      Subject: Photo Explosion software

       

      Hello *****,

       

       

      This is ***** with Avanquest, I was informed that you are having trouble with the software’s serial number.

      However, because you purchased the software from Amazon, and we have no access to any of their orders containing our software you have the option of receiving a refund for the software or we can go ahead and send you either a download or a disc version of the Photo Explosion 5.0 Deluxe.

      Please contact us back on how you would like to proceed.

       

      Thank You,

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

       

      Customer Answer

      Date: 01/19/2023

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID 188**591, and find that this resolution is satisfactory to me.

      n******
      • ***** *******
      • @cencal.bbb.org
      Fri 1/**/**23 2:24 AM
      May I, please, receive a refund?  Thank you all for helping me. n

    • Initial Complaint

      Date:12/28/2022

      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.
      Purchased software by accident. Would like purchase to be refunded. No one to contact at this company

      Business Response

      Date: 01/02/2023

      Hi there,

      Customer has been already in contact with the support team and we are working on the case. Correspondance attached.

    • Initial Complaint

      Date:11/29/2022

      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.
      We have been using their PDFEscape software for our business for the past year and a half with no issues. As of last Wed 11/23, we lost access to published files our customers access to submit forms and reference. The loss of access coincided with an update to the software as the site now looks different. These documents were hosted on the PDFEscape site and are a vital portion of our business. I attempted to contact their support department through email and have received no response. There is no phone support offered to call and my colleague attempted to contact them through their Facebook messenger with no results (after explaining the issue, the support tech simply responded that they would have to have a manager respond). I also reached out to their sales department about compensation for the loss of business or even a refund of the pre paid package we purchased last July and have received no response.

      Business Response

      Date: 12/01/2022

      Hi *******,

      Thanks for reaching out to let us know about how the changes to the publishing tool impacted you. We should have the tool back up and running in the next couple of weeks. Once its back, Ill send you an email.

      If you encounter anything else, please follow up with your open support case with us.

    Avanquest Software is NOT a BBB Accredited Business.

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