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Business Profile

Computer Hardware

Autodesk, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Hardware.

Complaints

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

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    Customer Complaints Summary

    • 32 total complaints in the last 3 years.
    • 14 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 type

    • Initial Complaint

      Date:12/12/2024

      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.
      I purchased a computer aid design program (AutoCAD 2017) on 05/06/2019 from Best Buy Softwares. They were an Approved Partner for Autodesk Corporation. They installed AutoCAD 2017 on my **** computer and registered the installed product with Autodesk. Every time the software is accessed, it connects to Autodesk and request authorization/verification to use the software. Which now does not work.Apparently, Autodesk data base has lost all authentication for my software and I am unable to access any of my *****+ files (.dwg files) ranging in dates from 06/07/2019 to 11/11/2024. The software will not start. I have no control over Autodesk computers or databases and it is their responsibility to maintain their system. The ******* support group refuse to correct the problem. I have provided them with the sales receipt and multiple proofs that I have a legitimate installation of the software. The purchase cost of the software is minimal when compared to the thousands of man hours invested in developing the .dwg drawings that are now inaccessible. Although most of my drawings are personal, I also have clients of my consulting service who occasionally require printed drawings, which is now impossible.Upon opening AutoCAD 2017 (Autodesk authentication), I get the following prompt:The License manager is not functioning or is improperly installedI have communicated with their Customer Support team (Case ********* concerning the problem and they state that there is nothing they can do.An acceptable resolution would be for Autodesk to fix the problem at their facility such that their system will authorize my software. Or whatever solution will allow me to use my AutoCAD software.The above text and additional verification information is provided at attachment "Authenication Problem.docx"

      Business Response

      Date: 12/18/2024

      Hello BBB Team

      As we communicated on Autodesk support case ********, the license information provided was invalid and does not appear in our records. The receipt provided and information given to Autodesk on our support case ******** indicates the purchase was from *****************, which is not an authorized Reseller. We have created a new support ticket (Autodesk support case ********) to reach out to the customer and discuss further options.

      Thank you

      Customer Answer

      Date: 12/19/2024

       
      Complaint: 22677614

      I am rejecting this response because:

      The Autodesk response states that ***************** is not an authorized Reseller".  I agree that is true today because they are out-of-business, but back in 2019 when I purchased AutoCAD 2017 they were on the Autodesk list. I'm not sure what it was called then. Today, the Autodesk on-line page "Partner Finder: Approved consultants who can help at any stage"  list 91 companies. But there is no caveat stating "Any license / serial number which is purchased through a third party vendor will not come under Autodesk database hence, we will not be able to fetch the data and we will not be able to support further." Which is the text in the Autodesk email I received on 12/13/2024 regarding CaseNo:23466612.
      To me, and I assume the general public will find this analogous to the local car dealerships listed on a **** web page. But in this case **** does provides the service warranty, not the dealership.

      Please see the The attached License Manager which clearly shows ********************** as the license entity and incorporate the ********************** logo.

      Perhaps the Better Business Bureau can provide a caveat with respect to Autodesk stating "Any license / serial number which is purchased through a third party vendor will not come under Autodesk database hence, we will not be able to fetch the data and we will not be able to support further."



      Sincerely,

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

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 08-23-2024 our company **************** was charged $490.50 for an ******************* However, we have been locked out of the software that we paid for the license renewal. I have tried to contact the company and Autodesk stated, "we cannot find your account or any information about your subscriptions". I called ************ for help and clarification in this matter but was hung-up on repeatedly. I don't understand how Autodesk can find our information to charge us but cannot simply renew our subscription as promised. We would like to be refunded for this charge. Especially, since we do not have access to the software we are paying for. We will be looking into alternative software due to this issue.

    • Initial Complaint

      Date:08/16/2024

      Type:Customer Service Issues
      Status:
      Unanswered
      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.
      Today, I recieved an unsolicited spam e-mail from this business. I do not have an account or any relationship with Autodesk.I attempted to unsubscribe from the e-mail, but there was no option provided to do so. Attempts to contact the business directly to notify them of this issue were not successful. There seems to be no way to contact a human being without creating an account, which I do not have or want.The business is instructed to cease all attempts to send me e-mails, and remove me from any mailing lists or databases.

    • Initial Complaint

      Date:04/20/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Our company has used this software company for years without issue. We switched from the office computer to the shop one so we could edit the file in real time. 3 MONTHS after our renewal, we get an email from autodesk stating we violated their copyright policies and we needed to pay them $****** in damages. No email or warning to state we weren't allowed to use it on multiple computers. It was with the one account, so we thought it was fine. We are a small company. We have 1 person that uses autodesk and one person only. We tried reaching out to the company who threatened to take us to court, wouldnt tell us anything more about what we did wrong. Wouldn't connect us with a supervisor. Basically scared us into paying the ****** by agreeing to buy 3 YEARS worth of the product to make up for this supposed infringement. In the end, after trying to talk to multiple people, one person told us it was simply because we hadn't LOGGED OUT of one computer before signing into the other.... If this is such an issue, you would think with a company that charges $8,000 plus for software they could put on a line of code that KICKS the user off if they sign in somewhere else... But then how could you rip people off. We wiped our hands of it, cancelled our subscription and autorenew, but unfortunately they wouldnt allow us to delete our cc on file. Well 3 years later, just this month, They just charged us $8,000 to renew this service! No email letting us know, no invoice sent, just a nice surprise on our credit card for a service we 100% tried to cancel. Any of the call back options on the computer conveniently give an error when you try to use them. When you go in our account information, there are no invoices to see, no order history to see, just this $8,000 subscription charge on our credit card and another one due for **** that we can't cancel. We are just disgusted with this company.

    • Initial Complaint

      Date:03/15/2024

      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.
      Autodesk offers a 30 day money back guarantee on their Fusion product on their website. However after cancelling after 20 days because I couldnnt justify its monthly cost, the refused to issue a refund, stating that the 30 day guarantee does not apply to a monthly subscription which is not mention on the advertisement or purchase path. They refused to issue the refund even with this information shared with them. **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

      Business Response

      Date: 03/28/2024

      Hello

      We are reaching out to Mr. **** via Autodesk Support Case ******** concerning this refund request. I've asked a member of my team to handle it directly.

      Thank you,

      ******

      Client Services Team Lead

      Customer Answer

      Date: 03/29/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:02/14/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      For the past two weeks I have attempted to download fusion 360 however the first week and a half. I couldn't get an account set up because their website was not working. How did I find out the website was not working after repeated attempts to get on the website, troubleshooting my own computer and making sure nothing was wrong on my , I went to the Internet and lo and behold. Their website has not been working so I figured I might as well contact customer care there is no phone number to contact them so I was like well. This is strange it major software manufacture doesn't have the decency of having their phone number available or an email address to contact them so after a week and have the website started working for several pages but I thought great I set up an account I'll download 360 personal and I'll be out of here well lo and behold that page doesn't work so I went to the purchase page. Oh, you can pay for a subscripti but you cannot download the software so silly me I think maybe the customer service line will work and no that does not work either so what do I want to see the resolution? I want the website fully operational I want my Fusion 360 personal download I don't need the latest and greatest in software I just wanna have the basic that's all I'm going, for. I would also like to get an apology from this company for not being more transparent, or having a way of properly contacting them. This is unacceptable behavior for any company. I am sorry you are multibillion dollar company that handles major corporate accounts. There's no reason a lay person gets on a computer attempting to set up your software that they should have to go through two weeks of pure h*** trying to get a simple software program to work now I can only imagine the nightmare I'm going to have trying to get your software to transfer over to bamboo labs which to is who makes my 3-D printer not for commercial use simply to make a couple of bins for my ********* pack out.

    • Initial Complaint

      Date:02/08/2024

      Type:Product 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.
      Reference Autodesk case ********. On Dec 17th 2022 I changed computers and downloaded Fusion 360 to access my existing subscription. However, it opened a new subscription and I could not see my data. I called Autodesk help and they informed me of the new subscription. I asked to have duplicate subscription immediately canceled. A year later Dec 17 2023 I find out that they are going to charge me for renew on the duplicate subscription for a fee. I spent over a month emailing back and forth with Autodesk Help telling them to cancel the duplicate subscription and refund me because they did not do it originally in 2022. They still never canceled after all my requests, so I went online and figured out how to cancel the duplicate subscription before they could charge me again. In regards to refund, at one point they said they were processing the refund, then they emailed back that they changed their mind and its out of policy just because so much time was passed. I never used the duplicate subscription, never intended to purchase it, an had no visibility on the annual charge being duplicate since it was charged 30 days after the incident and I do have a subscription I pay for with them that I use. When I went to do my taxes I noticed the duplicate charged and I am shocked that Autodesk is citing a policy rather than understand it was a mistake and they neglected to cancel it when I called in 2022 and again when I sent several emails asking to cancel it in 2023. I am afraid this is bad business to trick people out of money citing some policy that really means nothing to me as a customer.

      Business Response

      Date: 02/20/2024

      Dear ****************** (and BBB Team)

      We have reached out regarding the requested $381.50 USD refund for order 49428646 (date 14 January 2023) for a duplicate Fusion subscription. Since there are some system limitations on our side regarding processing the requested refund this far after the fact, we have added a credit of $490.00 USD to the existing subscription (sub ID *************** so it renews for a full year for free in early May 2024, and have forwarded these details to you as ******** Autodesk Support Case 21972707.

      Please let us know if there are any further questions.

      Sincerely,

      Autodesk Client Services

    • Initial Complaint

      Date:01/12/2024

      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.
      It is incredibly painful and frustrating to reach a human representative from *******. I have cancelled a subscription with Autodesk in June of 2023, and in August of 2023 a subscription was re-instated without my consent, from an email that is not authorized on my account, i was then charged $384+/ month before I caught this activity and immediately got in touch with Autodesk agent on December 17th, to find out what happened and recover the $1,800 that was charged to my account. I also requested to have my subscription cancelled December 17th, and was told I'll know the resolution to my case after the Holidays. I have spoken to several customer service reps, all of them located in ***** with very poor English, regardless of my request to speak with someone in the ***, and have been hung up multiple times by the woman handling my case, Uptelika. I have requested to have this case escalated on January 3, **** and finally spoke with the manager, *******, who also was not a *** representative and had very poor English, however he said he would personally handle my case and get this escalated for resolution. It is now January 12th, and I have not heard from anyone on this case and hence I am requesting the BBB to get involved to get resolution and have my money refunded as soon as possible.

      Business Response

      Date: 01/22/2024

      Hello ************

      I hope you received our follow-up regarding the requested refunds via support case 21753062. We have processed the refunds as communicated on that support case. Please let us know if there are any further questions by replying to the emails from that case or by contacting us at the link below.

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

      We hope this is now resolved to your satisfaction. Thank you for your understanding.

      Best Regards,

      ******

      Team Lead

      Autodesk Client Services

    • Initial Complaint

      Date:01/02/2024

      Type:Customer Service 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.
      In 2021, I was directed to use ******************, an AutoDesk service, to download some mechanical prints for project I was working on. A project WELL past the estimating phase.In order to do that, I had to sign up for ******************.After doing that, I started receiving emails by the dozens asking for me to bid on projects. This is outside of my pervue, and not something I can facilitate. I asked the individuals and their companies to stop emailing me, but I was told by them that they got my contact info from ******************, and it was just a distribution list, and that they could not remove me. I needed to contact ******************.So I did. And ****************** informed me that (at that time) all they could do was "Unsubscribe" me from receiving those emails. Those emails persisted though. And when I reached back out again, I was told, "Those are from people who have an outdated distribution list, there's nothing we can do about it."I threatened the people sending them with BBB complaints, and eventually they stopped.Until last month. I started receiving them again, and got the same defensive statements. "It's a distribution list we got form ******************."So, after my explicit instructions to stop distributing, and to delete my contact information, Building Connected, a service provided by Auto Desk, has resumed distributing my contact information.

      Business Response

      Date: 01/10/2024

      Thank you for letting us know you're still receiving emails that should have been disabled. We've gone back to make sure that your email address is removed from all subscribe lists and that all appropriate flags were checked to block sending of emails as requested.

      We've also followed up via support ticket ******** with our ****************** team.

      Thank you for raising these concerns, and please let us know either via that case or at the below URL if there are any further questions.

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

      ****************
      Team Lead
      Autodesk Client Services

      Customer Answer

      Date: 01/10/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/19/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 purchased a perpetual license for 3DS *** 2013 and use it for our business. We had a computer crash and need to re-activate the license on the new PC. We were told that ********************** would not allow us to activate the software we purchased and that we should instead purchase new software. This is not a good option because the recent software is quite slow and cumbersome for our purposes.

    Autodesk, Inc. is NOT a BBB Accredited Business.

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