Business Profile

Computer Hardware

Autodesk, Inc.

Headquarters

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Complaints

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

Customer Complaints Summary

33 total complaints in the last 3 years.
14 complaints closed in the last 12 months.

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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:10/10/2023

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.

I am a low income 59 year old single woman.A few weeks ago I tried to find an affordable alternative to Photoshop, as I cannot afford the program but I know how to use it and was trying to find a way to draw on my laptop.I downloaded several apps including Pixlr, owned by AUTODESK, which repeatedly froze while I tried to use it. I did not recall that it required my credit card for the free trial.I was never able to get it to work on my lap top.This weekend I received a receipt of payment. I immediately sent an email explaining that I had not been able to use the program, that it crashed repeatedly and I asked for them to please cancel and refund.They replied with a copy of the fine print saying it was non refundable and that I should keep using it for the next month that it was paid for. I replied again that I could not use it, and that they were taking advantage of people.It is fairly standard practice that if a trial period ends and a payment is processed and the customer immediately responds with a request refund cancellation, that the company will accommodate out of basic ethical customer respect, rather than take advantage and steal money from people who are not infact using their product. Shame on Autodesk for allowing Pixlr to practice such poor business.

Customer Answer

Date: 10/12/2023

My Apologies, this includes Pixlrs (owned by Autodesk) response this morning:

The following forwarded email thread contains the complete communication between myself and Pixlr regarding BBB complaint #********

Could this info be included for review?

I am trying to make my rent this month, my acct balance below $50 with this charge. I am really shocked that Autodesk would conduct business with such disregard.

Thank you so much for your assistance.

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

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

Sent from my iPhone

Begin forwarded message:

From: *************************** <***************************>
Date: October 10, 2023 at 6:25:44 PM MDT
To: Pixlr support <**************>
Subject: Re: I DECLINE THIS PROGRAM!!!!!!Re: Pixlr Premium - Payment Receipt (Auto-Renewal)

I will submit a Better Business Bureau complaint.

I could not use your program, it is not installed, it did not work.

I cannot use it.

This is VERY BAD BUSINESS AND YOU ARE TAKING ADVANTAGE OF PEOPLE.

On Tue, Oct 10, 2023 at 6:10 PM Pixlr support <**************> wrote:

Hi Mira,

Thank you for contacting Pixlr Support.

Please be advised that as stated in our Terms of Use, we are unable to process the refund for the paid invoices.

Below is the excerpt for your kind reference:

Thus, we advise you to continue using the paid service until the end of the cycle.

Hope this clarifies and please let us know if you require further assistance.

Do join our ************************ to learn more about Pixlrhere.

Regards,

*******

Pixlr Support Team

Pixlr.com

INMAGINE Creative Ecosystem where design is within reach for everyone.

Pixlr Smarter: The Worlds No.1 AI Photo Editor. No download required. Free & easy.

********** Faster: Instantly generate videos and designs with AI Creative Tools.

123RF Easier: Creative content that empowers storytelling for seamless digital marketing transformation.

Ask for a demo or FREE trial today.

This e-mail is intended solely for the individual or entity to whom it has been addressed. It may contain confidential information. If you are not the person for whom this e-mail was intended, or if this e-mail has reached you by mistake, please delete it immediately and inform us of the error. ******** communications cannot be guaranteed to be secured or error-free as information could be corrupted or contain viruses. Therefore, we do not accept liability for any errors or omissions in the content of this message which may arise as a result of ******** transmission.

"Be print savvy. Save paper. Save trees."

2023 by Inmagine. ************** of ****************************

On Wed, Oct 11, 2023 at 6:14 AM *************************** <***************************> wrote:

i want the charge reversed. the program crashed repeatedly on my laptop and i uninstalled it after one day of trial.

i tried multiple programs and did not recall that yours was a subscription with my credit card information.

please confirm the charge will be reversed.

thankyou

mira

On Tue, Oct 10, 2023 at 12:37 AM Pixlr support <**************> wrote:

Hi ****,

Thank you for contacting Pixlr Support.

We have canceled the renewal of your subscription plan and it will not renew any further.

Hope this helps.

Do join our ************************ to learn more about Pixlrhere.

Regards,

Daven

Pixlr Support Team

Pixlr.com

INMAGINE Creative Ecosystem where design is within reach for everyone.

Pixlr Smarter: The Worlds No.1 AI Photo Editor. No download required. Free & easy.

********** Faster: Instantly generate videos and designs with AI Creative Tools.

123RF Easier: Creative content that empowers storytelling for seamless digital marketing transformation.

Ask for a demo or FREE trial today.

"Be print savvy. Save paper. Save trees."

2023 by Inmagine. ************** of ****************************

On Tue, Oct 10, 2023 at 4:05 AM *************************** <***************************> wrote:

Please contact me immediately!!!

Sent from my iPhone

On Oct 8, 2023, at 1:25 AM, *************************** <***************************> wrote:

I am not using this program and do not have it installed on any computer or device.

I tried several free programs but did not recall providing my credit card for yours.

PLEASE CANCEL IMMEDIATELY.

I found another program that fits my needs.

Thank you for your immediate attention and assistance.

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

Sent from my iPhone

On Oct 8, 2023, at 12:38 AM, PIXLR <******************> wrote:

Your Pixlr subscription has been renewed successfully!

YOUR SUBSCRIPTION SUMMARY

Name:	***************************
Email Address:	***************************
Invoice Date:	2023-10-08
Invoice number:	PIXHKPE00826405
Payment Type:	Auto-Renewal
Retailer:	PIXLR
Amount Paid:	USD 35.40
Expires On:	2024-10-08

We will automatically renew your subscription every year, 3 days before it expires until you choose to cancel. You can cancel yourPixlr Premium - Yearly Subscriptionany time on your "My Subscription" page.

If you have any questions, please contact us at**************and we'll get back to you as soon as possible.

Pixlr Team

Pixlr ******* 2023. All rights reserved.

Business Response

Date: 10/20/2023

Hello ****,

Thank you for contacting Autodesk. I apologize for the situation with PIXLR but as it turns out, Autodesk no longer owns PIXLR and therefore we no longer process PIXLR subscriptions. The program was acquired by 123RF, part of the *************** in 2017. Although I could not locate contact information for Inmagine in our system, I was able to find the 123RF support page: ******************************

Here is more information about the acquisition of PIXLR: **********************************************************************************************************

Best regards,

Demi
Client Services Representative

Initial Complaint
Date:05/01/2023
Type:Product 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 asked Autodesk several times to stop sending me useless emails, every day, I keep receiving email asking me how the support you gave me was, and other useless email. I have asked you several times to stop? I've asked you for your IP range so I can block these emails. But have received no answers, I have the right not to be harassed by them. I have asked when the time comes for renal to please send that info by ** mail, but you have not got back to me on this issue, I do not want to block your IP'S until this quest has been approved. The below policy that they advertise is not being enforced.Note: You will receive confirmation of your submission via email. You will not be subscribed to any mailing lists and your information will not be shared by Autodesk outside of this submission.
Business Response
Date: 05/10/2023
Hello ******,

I apologize for the negative experience and frustrating situation. I have reviewed your account and it seems there were several cases opened last month that resulted in support agents sending several emails trying to contact you and assist. This in addition the automatized case open, update, and closing emails may have been overwhelming. I have communicated this situation to my higher *** and we are working on a process to reduce case communication emails by allowing customers to quickly confirm their issues are resolved. At this time, there seem to be no other cases open associated with the email you provided so those emails should stop. If you have opted out of marketing emails, those should no longer arrive. Just in case it has not been provided to you, here is the link to update your email preferences:

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

Opting out of marketing emails and the cease of case related emails will not affect your subscription renewal emails.

Best regards,

Demi
Client Services Representative

Customer Answer
Date: 05/11/2023
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.
Thank you for providing link to set preferences!
Sincerely,

***********************
Initial Complaint
Date:04/13/2023
Type:Customer Service 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.
For the past 2 years, Autodesk has been spamming my personal email inbox with offers and advertisements, including with their sub. On April 5, 2023, I reached out to their customer support to have them permanently delete all of my personal information from their databases in accordance with the ***** That same case, #********, ********** addressed it and informed me that they went ahead and deleted my personal contact information.The fact that I am still receiving spam emails from Autodesk tells me that they have NOT deleted my information from their databases. If this is not done so by June 1, 2023, I will be filing the case with ************ Attorney General, *****************. As Autodesk is headquartered in **********, **, they are expected to comply with the *****
Initial Complaint
Date:03/22/2023
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.
On Feb 23 2023 an unauthorized monthly subscription charge was charged to my credit card for $258.50. I did not authorize this charge nor did I sign up for a monthly subscription. I only have a yearly subscription that I signed up for. No one else is authorized to use my account or sign up for subscriptions. Since the customer service department is not willing to help me with a refund I am requesting a refund in the above amount. I noticed 2 unauthorized users on my account and have since deleted them, changed my password, etc. You can see by the attached screenshots I dd not have a seat nor any access to AutoCAD until I deleted them off my account. Please refund the amount above on my credit card as this is really considered fraud. Thanks
Business Response
Date: 03/24/2023
Hello *****,

I would like to apologize again for your recent support experience. I'm glad I was able to assist with the refund of the monthly subsription charge. If you are still experiencing an issue with accessing/ activating your annual license please reply to the email that was sent via case #********.

Best regards,

Demi
Autodesk Client Services
Initial Complaint
Date:03/14/2023
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.
Subscriptions -I signed up for an AutoCAD yearly subscription back on April 16th, 2021. It renewed last year and I was using it up until about a month ago as it stopped working. In January 2023, I received emails stating my monthly subscriptions were renewed. I logged into my account to see two monthly subscriptions I did not sign up for. I requested the items to be cancelled and my credit card to be refunded which they did. Since then my yearly subscription AutoCAD has not worked. Also, they charged my card again last month for another monthly subscription. I reached out and requested it to be cancelled and issue a refund in the amount of $258.50. They are not issuing the refund but in all 3 cases of the monthly subscription I did not sign up for them so why does my card keep getting charged?I have also asked for help getting my yearly subscription working again. The AutoCAD 2020 version comes up showing it needs a new license? No one has been able to assist with that and I need access to this program as soon as possible.
Business Response
Date: 03/23/2023
Hello *****,

I apologize for the support you have experienced and have opened an Autodesk support case to assist with your refund and AutoCAD access issues, case #: ********. I have sent an email through the case requesting additional information, I hope to hear from you soon.

Best regards,

Demi
Autodesk Client Services
Initial Complaint
Date:02/20/2023
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 been trying to verify that I am a student for the past week, due to their website giving me an error and stating to try again later and have called 8 times now. Each time I am promised that my issue is getting escalated to management or that someone will call me back and no one has, still at this time. It is now been 6 business days since my class has started and I have been trying to get autoCAD downloaded so I am being in my assignment and in the class as a whole. This has been horrible customer service.
Initial Complaint
Date:02/01/2023
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.
I am a college student at *************** that should have access to AutoCAD Architecture 2023. There is a problem with getting access to the software but I can not get any help from Autodesk to resolve the issue documented in Case #********. There is no phone # to call and emails and chats lead nowhere. I had no choice but to buy the software for $2003.01 to get access to AutoCAD so I could participate in the class. I want Autodesk to fix the software access issue and refund me the $2003.01 I had to pay to continue with my studies.
Business Response
Date: 02/16/2023
Hello Rose,

I have taken ownership of your support case and can assist with the refund of your AutoCAD annual subscription purchase. Before completing the refund, I wanted to assure you have an active student license so you do not lose access. After reviewing the case, I am unsure if the license was requested via the Education website. Please proceed with selecting 'Get Started' under AutoCAD to complete the request.
**************************************************************************************************************

Please note, if you are prompted to download, please proceed with downloading so the system recognizes the request. The download can be canceled before it completes as you already have the software downloaded.

I have also sent this email through the case so you can reply and I can proceed with the refund once it is confirmed that the student license is active. If you would like the refund to be processed immediately without assuring student access, please let me know.
Sincerely,
Demi
Client Services Representative
Customer Answer
Date: 02/21/2023

Complaint: 18967974

I am rejecting this response because:
I'm still waiting to be credited my refund.

***********************************************
Business Response
Date: 02/22/2023
Hello Rose,
The refund for your purchased AutoCAD subscription has now been initiated, please allow 5-7 business days for the refund to process. A confirmation email has been sent via your support case, case #: 19984141.
Best,
Demi
Client Services Representative
Initial Complaint
Date:01/25/2023
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.
1/25/2023 I filed a complaint with the ******** attorney generals office and they would not pursue it since they determined it involved a business to business transaction.I disagree with their conclusion. I am a ** appraiser in the ******** market and purchased a permanent license directly on line from ********************** in 2015(10/13/20150 for $1150.00) to be used to draw house floor plans for ** mortgage appraisals. This year I had to purchase a new computer due to normal wear and tear and it came with Windows 11. The old program would install but not run on Windows 11 as Autodesk did not want it to. They have moved their business model to subscription based software and now want $1300.00 for a 3 years subscription.After numerous contacts they requested my phone number in mid-December but never called and have closed the case. I think this is fraud involving the internet as they advertised and sold the product with a permanent license and now refuse to support the product on the new operating system. This has nothing to do with being on a new or different computer, it is a new operating system.Order Number:Order Date:10597428634 October 13, 2015 Product Name: ************** Ordered: 1 Amount: $1 ******* Product Key: 057H1 Serial Number: ************ If you need further assistance, please visit our **************** page.To better serve you, please have your Order Number handy.Billed To:*********************** ********************************************************** ********* ********************* Shipping Address:*********************** ************************************************************************************** ********* ********************* Additional Product Information:AutoCAD LTTo ***************** ************
Business Response
Date: 01/30/2023
Hello ******,

I understand you have a 2016 AutoCAD LT perpetual license that you are trying to run on Windows 11. I have reviewed the support case and I understand your frustration. As you were informed, AutoCAD LT 2016 is not compatible with Windows 11. Autodesk releases new versions of the programs in order to keep up with changes and updates to operating systems. In this case,Windows 11 was released in 2021 and therefore the 2021 AutoCAD LT release was made to be compatible with Windows 11. One of the reasons Autodesk moved to subscription based licensing, was to assure subscribed customers would always have access to a version that works with the latest operating systems.
The system requirements for AutoCAD LT 2016 were provided during the sale of perpetual licenses and the license can continue to be used as long as it is installed and activated on a compatible operating system. If you would like to continue using AutoCAD LT 2016, please proceed on Windows 10.If a new activation code is needed, we can gladly provide one.

If you would like more information on the benefits of a subscription and our subscription model, I have provided the following link for your convenience:

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

Sincerely,
Demi
Client Services Representative
Customer Answer
Date: 01/30/2023

Complaint: 18898374

I am rejecting this response because:
Autodesck advertised and sold a permanent license, not one to work on operating systems that will soon be outdated and not supported. If they are not going to support their product on current operating sytems it is up to them to
provide a subscription that will work.

Sincerely,

***********************
Initial Complaint
Date:12/26/2022
Type:Delivery 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.
Autodesk's employees keep harassing me and sending tons of emails flooding my inbox to harass me.
Business Response
Date: 01/03/2023
Hello ***,
I apologize for the inconvenience and would like to assist in resolving the issue. I tried to locate the email you provided, ***************, in our system but was unable to find an account, subscription, case, or other communications. If you are receiving the emails to a different email address please reply with that information so I can further assist.
Best regards,
Demi
Client Services Representative
Initial Complaint
Date:10/24/2022
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.
Please send me the correct department and email for counterfeit/copyright concerns of autodesk products.
Business Response
Date: 11/01/2022
Hello ******,

Autodesk product counterfeit/copyright questions are normally escalated via the ****** Services Team, which is contacted via the Autodesk Contact Us page. I have created case #******** for you and you should have received a case-open email. Please reply to that email with your questions and concerns so an agent can best assist you.

For more information regarding Genuine Autodesk software, please visit the following web page: https://www.autodesk.com/genuine/overview
Best Regards,
************
****** Services Representative

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Customer Complaints Summary

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