Complaints

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:06/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 spent thousands of dollars on plugins, which are license through this company. Yet their software is not compatible with my computer, which their website say that my computer is compatible. There is no way to get them to help me with this problem. This is the only option to try to get them to respond to fix the problem. Please help me!

  Business Response

  Date: 06/27/2024

  We have reached out to this customer immediately and he has expressed to us that the issue has been resolved. 

  Customer Answer

  Date: 06/27/2024

  To whom it may concern, 

       Hello! My name is ***** Love.  I am requesting to end my complaint against PACE Anti-Piracy, Inc. (Case # ********).  Even though the issue was resolved.  I had to fix it by myself without the help of PACE **************** I am glad that the problem is fixed; however, I am not satisfied with the no attempt to fix the problem by PACE Anti-Piracy.  I request to end the complaint, because the goal was to resolve the issues.  However, I would like to express my concern for others.  These companies who are selling their products, and licensing users to use their products via PACE **************** need to improve their customer service (as far as that goes, most of these major companies in *******).  It is so shocking how these companies sell some of the most awesome products but give such poorly customer service.  From my experience, Apple is the only major corporation to immediately address the concern of their customers, and fix the problem; however, I have had to file thousands of complaints (figuratively speaking) against companies like PACE Anti-Piracy, Inc., ***** UA, etc. to get a response from these companies to uphold our agreement with their products.  Thank you, BBB, for your service, and thank you, Apple, for respecting me, and appreciating my business with you.  

  
  

  P.S. BBB has my permission to publish this letter.

• Initial Complaint

  Date:11/27/2023

  Type:Billing 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.

  PACE Anti-Piracy, Inc. is Robust ******************************************** I'm using iLok, one of this company's products. iLok is a system for authenticating and managing audio software. I experienced several inconveniences while using this system. / I requested to delete the Trial/Demo Type (i.e. expired license), but they kept refusing, telling me to hide it without even specifying the reason. Even audio software companies that use iLok just turn a blind eye to this. Licensing is an individual's right, and failure to respond to this is a clear violation of that right. / Moreover, if you look at the supporting documents, there is a statement in 'Step 3) Disable Account Confirmation' that is completely unacceptable. / Complaints about the statements in the first, fifth and sixth checkboxes. iLok is only a system that authenticates and manages licenses; iLok is not a place to sell licenses. The license is a personal right, and the inability to use the license any longer is a serious violation of the individual's rights by the intervention of an unrelated third party. / Complaints about the statements in the second, third, fourth, and seventh checkboxes relate to the statement immediately above the eighth checkbox. Whether you deactivate or cancel your account, you must completely delete your personal information. However, this company continues to use the personal information of deactivated accounts for ridiculous reasons such as 'historical business record' and 'maintained for the purposes of support'. This is a serious invasion of privacy and I urge a thorough investigation into this.

  Business Response

  Date: 12/08/2023

  ********** has asked to delete expired trial licenses. While we must keep a record of all licenses in an account, we have provided an option to hide any license so that it is no longer listed in our license management application.
  
  He has also requested that we protect his personal information, something that we take very seriously. Our full privacy policy can be found on our website (*************************************), but to address his specific concerns, we keep information regarding ecommerce transactions, shipments, and other business records because it is needed for tax purposes.
  
  Finally, ********** has requested that we receive feedback from customers like him, which we also take very seriously. Each of ************** support requests was answered within 2 business hours. While we must retain a non-destructive database of licenses, we did hear our user's requests to remove nonessential licenses from view many years ago and implemented a simple way to hide them.