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:04/11/2024

  Type:Sales and Advertising 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 april 11th 2024 I came across a advertisement on ****** stating this product was free and I could download it well after making 2 videos they are trying to force me to pay to use it this was not what was advertised and there are laws against it,

  

  Business Response

  Date: 04/12/2024

  NCH Software has trial products with ************* that restrict usage after a period of time and use. We also offer completely free products that do not include all of the features of the Pro versions and have no restrictions. It seems that this customer downloaded from a link to a trial version rather than the free version. Our support manager will be contacting this customer to get the correct product and then send them a link to the free version download.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21562372
  
  I am rejecting this response because: In the picture I provided the product was clearly paid to be advertised on ****** as free there was 0 mention of a free version or free trial. I did not accidentally download any free trial version as that's not what was advertised they know they are baiting people into buying their product as advertising it as it as free then wanting them to pay for it after a couple uses.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/21/2024

  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.

  I dont recall ever purchasing anything from NCH software and its no where to be seen on my devices. In addition I tried to cancel subscription but none of my emails register as having an account and the number they have to call does not answer without paying for a pin. Ive been charged ***** 4 times since May and have no way to cancel. It looks like Im not the only one they do this to.

  

  Business Response

  Date: 03/22/2024

  This customer purchased a quarterly subscription to WavePad on Nov 15, 2021, 9:17?AM. The customer received all information required at time of purchase to cancel at this link: ********************************************************. NCH Software has free product, refund and cancelation support via online ticketing system at **********************************************;

  Support has been asked to cancel this customers subscription and reach out to advise the customer when this is complete.

  Email sent 11/17/2021 along with a separate product registration information email:

  Our Ref:
     SP7089049
  
  To:
     ***************************
  
  From:
     NCH Software
     19 ****************
     GPO Box 1169
     ******** *** 2600
     *********
  
  For:
     Software Licenses
     Quarterly Subscription: WavePad Sound Editor Master's Edition ($21.50ea): $US21.50 billed every 3 months unless cancelled
     No technical support purchased.
     Delivery by online download.
  
  Total:
     $AUD29.47 (approximately $USD21.50 at this week's exchange rate)
  
     License Registration ID: *******
  
  Paid **** or Mastercard
  

• Initial Complaint

  Date:02/21/2024

  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 requested cancellation of this product for 4 years! Even my bank has done so.

  

  Business Response

  Date: 02/21/2024

  This subscription for VideoPad quarterly subscription, purchased on May 21, 2021, has been canceled effective immediately, and the February 17, **** charge refunded.

  Customer Answer

  Date: 02/21/2024

   
  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.
  If appropriate, please remove the complaint. I am satisfied. 
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/04/2023

  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.

  I am continuously being charged $21.50 every few months by NCH for an account that was canceled over 2 years ago. We only signed up for a project that my son was completing for school and we canceled within the same month once the project was complete. We have tried to reach out repeadedly to find out why I am still being charged and it only says that there is no open account.

  

  Business Response

  Date: 12/04/2023

  Hi. We are so sorry you are having difficulty with your subscription cancelation. Please look for an email ticket from our technical support team to assist with your issue (check spam if you don't see anything in the next couple of business hours). We have free email technical support if at any time in the future you wish to contact us *****************************************

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20954407
  
  I am rejecting this response because: I do not have an email from you all. I checked my regular mail and spam folder. 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 12/08/2023

  Yes, you are correct. Our support manager dropped the ball and never sent the intended support email. You should have an email now and we can certainly help you solve this problem. Again, apologies for the delay in emailing you.

• Initial Complaint

  Date:12/01/2023

  Type:Billing 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 wish to end my monthly subscription. I recently ended my E-mail service with earthlink and NCH Software requires that E-mail to gain access to my account. They provide no other way to contact them. They do, but it requires $64 monthly subscription just to talk to them. This subscription to Doxillion, their product, is costing me $6.66 a month.

  

  Business Response

  Date: 12/01/2023

  NCH Software provides free technical and billing assistance via our email ticketing system available here *****************************************. We also provide subscription cancelation service here ********************************************************.

  Support has been asked to reach out so that the customer can get their subscription canceled. They should monitor their email for assistance today, checking SPAM folders just in case.

  

  Business Response

  Date: 12/01/2023

  Why do we have 2 identical complaints with separate emails and ids from the same customer. I responded to one. Do we have to respond to both???

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20943330
  
  I am rejecting this response because: it still requires me to use an E-Mail address to access my account that I no longer have. I am further going to contact the attorney general of ******** to resolve this issue. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 12/01/2023

  This customer was informed that support would be contacting them to assist them with their cancelation.  If they are rejecting our support then there is nothing left we can do to assist.

  Customer Answer

  Date: 12/14/2023

  After digging around on their site I finally was able to e-mail them about my issue. They did respond and correct the issue I had with them. I wish not to have this reflect negatively on them since they corrected my issue. If they could simply their site it would make it easier for me to get a hold of someone.

• Initial Complaint

  Date:11/10/2023

  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.

  Have purchased various software licenses from this vendor. After registration and use, the various programs tell me that I don't have a license. I look back through my records and find that I have replaced these licenses MORE THAN ONCE. I decided to just buy another one but it turns out that the new software no longer works. The title is "soundtap" and it does NOT receive a signal despite various forum-driven attempts to resolve it. I filled out a support form and got an automated email back that they'd be right back to me. They have not responded in 3 days. I look online and see a number of issues regarding both the dysfunction of this software title AND users who have had the same problem with licenses that become unregistered. They can either fix this specific soundtap problem or refund my payment. In either case, I will no longer buy stuff from them and will embark on a bit of a campaign to warn off other musician/users.

  

  Business Response

  Date: 11/13/2023

  Hi. After research it would appear that this customer has not set their SPAM settings to allow our support emails. They can find the entire support conversation in their SPAM box if they have not cleared it out, and reengage if they choose. On the chance that the customer continues to be unable to access their SPAM, a refund will be issued today and they should see it within 1-2 weeks. Here is the communication chain from our support team:

  received from ******************
  Sent: 11/6/2023, 4:45:34 PM
  SoundTap TechnicalSupportRequestwin11:
  There is no indication that soundtap sees my audio stream (from ******** on my Windows 11 machine with realtek drivers. I've tried various options and the somewhat ridiculous options posted on the forum. Doesn't matter. Just bought this and if it doesn't work on win11, I need a refund.
  Extra Information (1): 8.05
  Extra Information (2): win11
  
  Sent by *********************
  To: ******************
  Sent: 11/6/2023, 4:48:50 PM
  We will be more than glad to assist you today. Do you see any error message on the status screen? Could you send us some screenshots showing the problem you have encountered there? In case you still want a refund, let us know.
  If you need further assistance please do not hesitate to contact us back.
  
  Received from ******************
  Sent: 11/10/2023, 11:03:14 AM
  SoundTap FAQRequest:
  Get your support team to actually respond to my request referenced in your automated email response as ""Pty4 SoundTap TechnicalSupportRequestwin11 +
  Inbox" or I will dispute/cancel my credit card payment. It's been 4 days. I will cancel payment in 24 hours.
  Extra Information (1): SoundTap
  
  Sent by ******************
  To: ******************
  Sent: 11/10/2023, 11:47:47 AM
  Thank you for contacting NCH technical support. Please make sure that you start first SoundTap, and then the application that you want to record. Also, please try to close all programs that are running in the background. If you are recording using a web browser you will need to start SoundTap before you start the web browser.
  Please let us know what is the outcome, we are expecting your reply.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20853490
  
  I am rejecting this response because:

  I have no expectation that they will process the refund given that their tech support involves the issuance of nonsensical responses (necessary actions, of course, on my part) provided as sounding quite canned and nonprofessional.   The problem I am describing is occurring with many users and, given that they don't seem to recognize that, I have low expectations for their follow through.  They say I'll see it in a week or so for a refund and, of course, that is outside your window for maintaining the ticket.   So we need to proceed with some further action within that time frame.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/25/2023

  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.

  On 7/5/23 NCH Software withdrew $35.97 from my checking account. I did not locate NCH Software on either my laptop or cell phone. When I search NCH Software I see that I am not the only one who has experienced this. I want a full refund as I did not purchase anything from their company.

  

  Business Response

  Date: 07/26/2023

  NCH Software does not randomly charge non-customers. This customer made this purchase on July 5th, 2023. If they did not, they should reach out to their CC company for possible CC fraud. Support will contact the customer to initiate a refund.

  NCH Software

  TAX INVOICE and RECEIPT
  
  Our Ref:
     SP7483872
  
  To:
     *****************************
  
  From:
     NCH Software
     19 ****************
     GPO Box 1169
     ******** ACT 2600
     *********
  
  For:
     Software Licenses
     Annual Subscription: Pixillion Image Format Converter Premium Edition ($35.97ea): $US35.97 billed every 12 months unless cancelled
     No technical support purchased.
     Delivery by online download.
  
  Total:
     $AUD53.08 (approximately $USD35.97 at this week's exchange rate)
  
     License Registration ID: *******
  
  Paid **** or Mastercard

  Customer Answer

  Date: 07/31/2023

   
  Complaint: 20374161
  
  I am rejecting this response because if I had bought a membership it would be downloaded on my laptop of cell phone. I already reported the charge to my bank. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/12/2023

  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.

  03-22-2020 I bought the masters edition of WavePad editor (a piece of software) I hav successfully used the software many times.Today I opened the software and was locked out of it by a notice saying I have to update it.Updateing resulted in a software lock being placed on the program with a notice that I have to buy the latest edition. When I bought this program, I bought it as a stand alone program with no further fees involved.The company damaged my software to force me to buy the latest version. I attempted to contact the company but they require a fee for technical support of their software.

  

  Business Response

  Date: 07/13/2023

  Our software licensing is perpetual to the version purchased and then 12 months of new releases. Support should be reaching out to provide the customer with the version of the ********************** that works with their existing license key.

• Initial Complaint

  Date:05/11/2023

  Type:Billing 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 am being billed each month for this product. I cannot even find this program on my Computer yet they still continue to bill for it. I have tried several times to get in touch with them but I can never reach them and they do not call back. I want them to not bill me for product that I am not using.

  

  Business Response

  Date: 05/12/2023

  This customer purchased a quarterly subscription to 2 different products - VideoPad and Prism, on July 21, 2021 - we are happy to provide them with their email receipt that they would have received immediately after purchase. We have phone support for paying platinum support customers and free email support. All of this is available through the main page of our website. Support will contact this customer with instructions on how to cancel their subscription, and provide them with their original email receipt.

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 20046844
  
  I am rejecting this response because: I have sold my business and I do not own the Company. I never would have signed up if I knew I was getting locked into something. Yes I want the paperwork but I very much need to be out of this billing as I no longer have use for this stuff. Plus you need some number some number to talk with anyone on this ***************** which i do not have.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 05/16/2023

  Support has contacted this customer several days ago via email - the customer should check their email box including SPAM. The subscription billing has been canceled. The customer is no longer being charged. Support also requested the customer's phone number so they could call them. The customer has not yet responded. Again the customer needs to read their emails and check their SPAM folder.

  Customer Answer

  Date: 05/17/2023

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/01/2023

  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 purchased a software VideoPad. First installment was charged on my credit card 1/11/2022 ($21.50). The next installment was charged on 4/12/2022 ($21.50). The last installment was charged on 7/12/2022 ($21.50). I contacted NCH several times during the last year asking for a refund because the software kept crashing. I'm sad about that by the way because I loved using it. Each representative told me sure no problem will cancel the auto bill and refund the payment. Well on 4/12/2022 I got billed again. I emailed and same thing sure we'll cancel auto billing and issue a refund. Well 7/12/2022 comes around and another charge. I emailed again and this representative told me that they could only issue a refund for the latest installment. I spoke to my credit card and they suggested I write into the Better Business Bureau and ask them to help me get the remaining $43 back. So, I'm asking for a refund for the software because I tried my best to have it cancelled, still got charged and I wasn't able to use VideoPad because it kept freezing or crashing on me. PLEASE is there anything that can be done? Times are super tough and I NEED this money for Toilet Paper, Toothpaste, you name it. PLEASE can you give me back my money that I spent on a product I didn't use? For a membership I repeatedly tried to cancel and ask for a refund for? PLEASE. I did everything I could. This isn't fair.

  

  Business Response

  Date: 05/02/2023

  We apologize for the frustrating experience. It seems there are multiple subscriptions under this customers email addresses. Another one is *********************. Support will be reaching out to this customer to ensure that all subscriptions are canceled and all refunds are processed. It was an error on the part of the support technician to refuse refunding a purchase that was made after a cancelation request was made. The existence or multiple subscriptions (at least 3) confused our support tech.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 20004729
  
  I am rejecting this response because:
  

  No one has reached out from this business or offered a refund. 

  
  Sincerely,
  
  ***********

  

  Business Response

  Date: 05/04/2023

  This was sent from support to the customer. They need to check their SPAM if they did not receive it:

  We noticed you submitted a complaint with the BBB. We just wanted to confirm that all subscriptions under your name were cancelled and refunded back on 2022, when you first made your requests. If you are being charged again, please provide ** with the following:
  1. Amount of transaction:
  2. Transaction #:
  3. Last 4 of card that was charged:
  4. Name on card:
  5. Date of the transaction:
  
  Once we receive this we will investigate to find out where the charge is coming from.
  
  Let ** know if you need anything else.