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:08/27/2022

  Type:Customer Service 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've already complained about the many problems ************* from Reallusion and their lack of customer support. Now I have bought ********. Their programs come with so little that you're forced to buy everything to make one decent scene. Movements are important too. Now, with ******** as I work I have anomalies showing up tied to ******* I paid for through Reallusion's Marketplace. I no longer have a tight deadline for my show which is growing fast in popularity and this is because I can't trust anything I buy from Reallusion. You spend hours making a 5 minute 3D animation scene, half a day sometimes, just to have these problems in the program destroy your hard work. So you contact them for help., mind you, because I complained, they banned me from their forums. First they bullied me heavily, I have screenshots of what two gents, one names ***** did to insure I was banned with his lies. So banned from forums means I have to put in support tickets. As I've mentioned before, and have proof of, they never understand them. Even if you spell it out as you would for an adolescent, at times they can't get it, and this is THEIR program!!! Almost a thousand dollars out the window. I've met folks who have spent up to $8500.00 just to have Reallusion shun them as well. I do my best to warn folks of what I've learned via reviews, their ******** etc., companies like this NEED to be accountable for their terrible business ethics and lack of customer support. They never even answered by last ** complaint because they are crooked. If they don't answer my ticket soon, I will contact a corporate attorney to end them once and for all. The attached pics are of the scene killing anomaly they won't answer my ticket for.

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 14, 2022/10/13) */ ***Document Attached*** Dear Sir, I'm sorry for the late reply. Since the notification mail was sent to another office. This customer submitted 12 tickets in our Support System within 6 months, and we answered and solved 9 issues out of them. The other 3 tickets were closed by him. 2 of them were submitted in July and Aug. 2022. It is the same time when he submits this claim to ***. Since we didn't usually check the close tickets, I guess that's why he became upset. We'll contact him directly to check if he still needs our help or he wants to refund his orders. However, he continues placing 7 orders in our store after Aug. 27th, 2022. So, I guess he might still want to use our products continually. Please let me know if you need more information regarding to this case. My email is ******************* Thanks for your patience. Consumer Response /* (3000, 16, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Of course I still use the product, I paid for it and know I'd never get a refund. Yet their answer says nothing about an unfinished program they sell. Even their newest ********, which you are FORCED to buy from them has MANY problems to cost so much or force you to use it. You see they advertise that older ****** products will work with the new, yet if you test it, it's a lie. You have to buy the newest version for things to come close to working right, PLUS, they remove a LOT of movements you paid for with the last version. TOTAL scam by doing that. They stop supporting the old you may have just paid for the second the new version is out. PLEASE do not allow them to fool you by telling you that they've answered tickets that they helped me. I fixed 9/10ths of the problems and TOLD THEM how to fix them. Ask them to see those tickets. I have copies as well. This answer is like most of what they do if you investigate, it's full of lies and misdirection that Reallusion is incredibly good at dealing. Business Response /* (4000, 26, 2022/10/30) */ Dear Sir, This user contacted us again about a content he recently purchased. He complained that content does not provide a feature, but that feature (*************h) is not listed in the product description originally. Here is the product page: ****************************************************************************************************************************************************************************** It looks like he would contact *** for every case if he is not satisfied with our reply then. We can only try our best to help him under the return policy of our store. ***************************************************************** Please let me know if you need more information regarding to this case. Thanks for your patience.

• Initial Complaint

  Date:05/16/2022

  Type:Product 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.

  March 3, 2022 I made a purchase to this company for a software being on a disability income I took out a small loan to do so. When i went to install the product on the 8th of March it kept crashing and would not install I have all the requirements to run the software. When contacting support all i got was refer to the help forum. So I did still nothing only lots of people complaining with the same issues. Went on the site to request a refund it said seek info on the forum. Then was told to fill out info for a refund and to uninstall the software... Cannot uninstall what never installed. Read it takes time for a refund process we will send an email once processed. This is all info you have to dig out on this forum site. Please help me get my money back from these crooks I took out a loan and is stuck paying for a product that will not work. I purchased this software to help my son to stay out of the streets and use his talents to better himself. The costumer services sucks you are taking around and around about issues and refunds. I am 59 years old and I am to older to play crooked games with anyone. If running a legitimate business your email and contact should be easy to access by both buyers and customers. We should not have to go through forums to get a refund unless you are not who you say you are or even a US legitimate business. After a couple of months they respond in a forum to all by saying if its been over 14 days you cannot get a refund just uninstall the software and make sure its not stored in a retriever system. What kind of hog was is this. You make people wait on a lengthy response then say they cant get a refund over 14 days Release of new software causes old software to crash and I have not been able to use it. My fees XXXXXXXX iClone 3DXChange 7 PRO USD ******* ********** XXXXXXXX Men_Suits_CC3+ USD ****** ********** XXXXXXXX Character Creator 3 Pipeline + Headshot Plug-in for Character Creator + iClone 7 USD ******* 03/01/2022

  Business Response

  Date: 06/15/2022

  Business Response /* (1000, 5, 2022/05/27) */ Dear Sir, According to the order number ******* provided, we can track her member account. We find some incorrect description from her complaint: 1. Our users usually contact Support Team via a Support Ticket System, not the forum. Even she went to the forum to ask about software crash issue, all other members would tell her to submit a support ticket. 2. We only find a post made by her during May 16th 20th. No other posts in Mar. 2022. 3. We don't find any support tickets from her in 2022. 4. We can track her software installation status from our backend and it shows she already finish the installation one time for every products she bought. 5. She still placed other 3 orders on our store in May. If she feels not satisfied about us, why does she continue purchasing from us? We do have 14 days return policy: https://www.reallusion.com/CustomerSupport/User/ReturnPolicy.html However, we sometimes also provide a special solution if our members really encounter the technical issues. But she didn't give us a chance to help her at all but post this complaint to BBB office and provided some incorrect information to you.