Complaints

This profile includes complaints for Nuance Communications, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nuance Communications, Inc.

  5 Wayside Rd Burlington, MA 01803-4692

• 

  Nuance Communications, Inc.

  821 2nd Ave Seattle, WA 98104-1578

• 

  Nuance Communications, Inc.

  1198 E Arques Ave Sunnyvale, CA 94085-4602

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:03/03/2025

  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.

  Dear [BBB Representative],I am submitting this complaint regarding my purchase of *************** for $899, which I was unable to use due to a medical ************ April 2024, I suffered a brain injury that severely impacted my memory and ability to type. I purchased *************** hoping that its voice-to-text functionality would allow me to send emails and complete work tasks. Unfortunately, despite working with **************** support team during my trial period, I was never able to get the product to function *********** a result, I requested a refund and was instructed to email my receipt as proof of purchase, which I did. However, I recently realized that I never received the refund. Given my medical condition at the time, I was struggling cognitively and was not in a position to make fully informed purchasing decisions. If necessary, I can provide medical documentation confirming the severity of my condition. Additionally, if the company reviews my account, they will see that the software was never used.I would like to formally request that my $899 be refunded as I was unable to benefit from the product. I appreciate your assistance in resolving this matter.Sincerely,**** ******* NUANCE ****************, ** *********************** / ******************************************* Transaction #********-09240864997-0924 Date04/21/2024 5:11 PM ResultApproved Auth Code204740 Transaction MethodPayment Link Transaction TypeSale Cardholder Namemike ******* CardXXXX-XXXXXX-X4007 Card TypeAmex 1 Quick Item$899.99 Subtotal$899.99 Total$899.99 methodKey Entered midXXXXXXXX6046 tid001 Receipt sent via SwipeSimple, powered by CardFlight **************** 2024

  

  Business Response

  Date: 03/04/2025

  Hello Thank you for reaching out to us regarding this customers purchase issue with our Dragon software.  We deeply understand the customers frustration and efforts to resolve this issue.  However, our customer service team had already worked with this customer and confirmed he had purchased Dragon from Nuance ********** which is not one of our authorized resellers.  This was referenced in incident #******-000240.   Our representative had instructed the customer to contact and reach out to ******************** ********** to request his refund for his purchase.  We regret that there are many scammers impersonating or posing as Nuance and it is important for customers to be vigilant in purchasing our products with authorized resellers.  We appreciate this customers concern and hope we can help service him again in the future.  For reference, the customer can call our ******************** **************** at ************ or our Technical Support team ************ for more information.   We appreciate this customers concern and hope to assist them again in the future.

• Initial Complaint

  Date:02/26/2025

  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 purchased Dragon software V16 Pro from them directly on 07/20/2024 and paid CAD1,1178. Due to a hard drive failure on my computer, I called support on 05/02/2025 to reinstall the software since the original link provided was deactivated. The support agent (*******) replied it was not possible since a new version had been released. He offered to help with the situation. He said he could reimburse the original purchase if I purchased V16 again, the "advanced version," at USD1,000. I did, and the support agent took control of my computer with Quick Assist in Windows to install everything. I never received a new invoice or new a license for advance. I was never refunded despite several follow-ups. On 20/02/2025. I requested to be refunded the "advance " version since I am not satisfied with the product. Their refund policy is clear: "If you are not satisfied with the product that you have purchased from us, you can get your money back no questions asked. You are eligible for a full reimbursement within 30 calendar days of your purchase." I received a fake reimbursement notice and was never refunded. Dragon's support is definitely acting in bad faith and misleading clients. This is a Scam.

  

  Business Response

  Date: 03/03/2025

  Our CS reached out on 2/26/25 to Mr. ******* and spoke with him.  Here are the details on the first call:

  I spoke with ******* ******* at ************.
  He was driving but answered my questions. 
  He said he made the 2nd purchase of Dragon Pro 16 from the Nuance Online Store on 05/02/2025 
  He called Nuance for support and TS ******* remotely accessed his computer. 
  He could not provide the phone number that he called for support. 
  Informed him that charge of a purchase of product from the Nuance Online Store will appear as **I Nuance. 
  That TS will not offer to remotely access his computer for troubleshooting. 
  He agreed to send the POP and the requested info. 
  I checked RN using his 1st and last name. 
  Found an account with the same phone # and address but different email address:  *****************************************************
  Cross ref # ******-000110 - partial refund request for DP 16 purchased from ** declined due beyond 30 days. 
  
  Will send an update once available. 

  Our CS agent reached out again on 2/27/25, here are the details on the second call:

  Update:
  
  I called customer earlier.
  He confirmed receipt of my email, and he was preparing to send the requested documents and info for his refund request. 
  He sent a receipt for DP 16 and PM 4 dated 7/20/2024 which he requested refund for the latter but declined due to beyond 30 days and no TS ticket (cross ref # ******-000110) 
  CS0351954 The online store investigation case#- no order found for 2025. 
  Likewise, no TS incident for 2025 under his 2 accounts:  *************************** or ***************************************************** 
  I sent another email requesting him  to provide receipt for his Feb 2025 purchase of  "advanced version" 
  If no receipt, advised him to send CC statement showing the charge. 

  3/3/2025 no replies back from the customer, so we needed to update the complaint in a timely manner.

  Thanks!

   

   

  Customer Answer

  Date: 03/04/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:02/25/2025

  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 contacted a company called Nuance Dragon online and made a Software purchase. I purchase Medical Practice Edition 4.3.1 with free technical support. The purchase amount was $1259. The purchase was made on 1/21/2025. Despite multiple attempts and technical support, the product never worked; therefore, I requested a refund. ***** granted me a partial refund of $1214 in February of this year. When asked about the $45 charge, ***** stated it was for technical support. I explained that when I made the purchase, it included free technical support. ***** assured me that a manager would contact me about the reimbursement for the $45 charge; however, I was never contacted. I contacted support again at the numbers provided, which are ************ and ************. ***** explained the $45 was not refundable because it was a service charge. The product never worked; therefore, it is inappropriate to charge me a service charge for a product that never worked. This was not a subscription. It was the purchase of a software product. ***** finally had a manager reach out to me by the name of ******** *******; ******** declined my request for the $45 refund. I am requesting the $45 be refunded to my credit card.

  

  Business Response

  Date: 02/26/2025

  Our **************** lead reached out to the customer via phone and email.  First attempt she left a voicemail.  She tried again, received voicemail, but the customer replied to the email.  This vendor where the customer purchased has nothing to do with ********************.  The multiple attempts to contact us, was not with Nuance.  We have records/tickets of all calls/emails that come to our **/TS departments. Below is the update from the ** lead on the issue:

  I called customer back but reached his voicemail again. 
  However, he replied to my email :
  Please reimburse the $45.00 to the original credit card used to make the purchase. I have made multiple attempts to contact you and have met resistance from your staff repeatedly- I dont need to talk to anyone anymore - just pay me my money 
  Sent from my iPhone
  
  I called Nuance Dragon at ************ and talked with ***** (same person that Dr ****** mentioned on his letter). 
  I asked if they are connected with Nuance ****************** > No
  Asked why they are still selling DMPE when Nuance Communications *** discontinued the product already. 
  Instead of answering, he asked for the order # and told me that it was refunded already. 
  I told him that it should be a full refund and demanded to credit the remaining $45 or they would be reported to BBB. 
  He committed to processing the refund today and that it will be credited back to the same account within 2-3 business days. 
  He provided me with a reference number. 
  Weird that he did not even validate who he was talking with. 
  I sent an email to Dr ****** and informed him about the conversation with *****. 
  Informed him that Nuance Dragon is not connected with us, DMPE is a discontinued product since 2021 and replaced with DMO. 
  Also, provided him with TS and ** support numbers. 
  Advised him to monitor the credit back and if not received after 3 working days, may call Nuance Dragon and provide the ref # that ***** gave. 
  
  Ref # ******-000108
  

• Initial Complaint

  Date:11/07/2024

  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 bought Dragon NaturallySpeaking 13 Home for $63.29 (including tax) on 3-21-2017. I purchased a new Windows 11 laptop 7-7-2023 & haven't had a need to use Dragon since that purchase. I have a use now, so I found my original email receipt from Nuance and called support this morning for assistance in downloading the software. I was advised that version was no longer available, that it wouldn't work with Windows 11, that version professional 16 was the new version, and that it would cost $600+, a ridiculous increase in cost.

  

  Business Response

  Date: 11/08/2024

  Our CS agent reached back out via phone and email to the customer after approval from management to offer a complementary version of DNS 15 or a half off discount on version 16.  Customer replied, see below.  Our agent will reach out with updates.

  Thanks.

  Thank you.  I'm going to be on the road today & we've got commitments Saturday through Monday so the first I'll be available for a call is Tuesday.  I don't usually answer calls from unknown numbers, so please share an estimated CST time for the call.
  
  Thanks again . . .
  
  **** ******
  *******************************************
  
  Cell;************

• Initial Complaint

  Date:11/05/2024

  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.

  These people are scammers. They are handing out MY product key obviously to multiple people so that it reaches its maximum uses and i can no longer activate it on a new computer. , I have to call them to get another. I BOUGHT A PERPETUAL LICENSE SO IT IS MINE ON ANY COMPUTER I NEED TO ACTIVATE AS LONG AS IT IS ON ONLY 1 COMPUTER!!!They ask to VPN and share my computer screen to set up the activation, I fell for it the 1st time and all of my accounts passwords and CC got hacked. My DISCOVER CARD too!So this time I called them and said I am installing this on my new laptop and the activation code isnt working...it says "if this product key reaches its activation limits kindly call us". They asked to get into my computer and I said h*** no there is no reason. Then they refused to give me the CODE. This is useless now after i spent $251.00

  

  Business Response

  Date: 11/06/2024

  Hello Thank you for bringing this issue to our attention.  ******************** team was able to work with the customer by providing a replacement serial number for her Dragon Professional 15 since her previous key was compromised.  We also sent the customer a direct download link for Dragon Professional 15.  Unfortunately,the customer informed us of her Dragon software purchase with Nuance ***********  Nuance ********** is not affiliated nor recognized as a legitimate reseller of Nuance products who has been reported to our Legal team.  We apologize for any inconvenience this may have caused. We advised the customer to contact ******************** **************** number at ************** or Technical Support at **************, option 2, then 3, for any future questions or concerns with her Dragon software.  Thank you for your support. 

• Initial Complaint

  Date:09/05/2024

  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 purchased the Dragon software, install it in my computer and it does not work properly. I requested a refund to Amazon and they contacted the seller 4 times and I talked to them too, and they said that they were going to issue me a credit but they have not. I finance the purchase of this software that do not work with Affirm, which is a finance company for Amazon, and they refused to give me credit until I get a confirmation from the seller that they are going to refund me my $699.00 dollars of the purchased. The software simpl does not work, and it is of no used to me, and I need then to issued me credit for their deceptive sales of this product.

  

  Business Response

  Date: 09/09/2024

  Unfortunately, we have no way of refunding an order made with Amazon with Affirm.  The customer must work with the seller Affirm to receive a refund.  The seller is responsible for refunds purchased from them.  If purchased directly from Nuance we have the ability to process refunds.  That is why we stress customers to purchase directly with us to avoid any issues.  We did offer our Technical Support to work with the customer, but they declined.

  Thank you

  Customer Answer

  Date: 09/09/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Nuance agreed on 09/06/2024 (********) that they were going to refund me the $699 (see attachment) dollars Affirm financed me to pay for the software to Amazon, but now they are trying to get out of the payment (see attachment).

  After they send me that agreement to pay me back I started paying back Affirm the monthly payment for the $699 they financed me with (see attachment). The money was not withdraw by Amazon but Nuance, they were pay directly by Amazon and they are supposed to refund me the money paid.

  Nuance got the money paid and they need to reimburse me because their program is faulty and does not work. I have no use for it and I have never used except the day I tried and didn't work. I complained with Amazon (see complaints) and they requested Nuance to reimburse me for that purchased 4 times on 08/20/24 (twice), August 28th and Sept 03 (see attachments), and customer service responded that they would give me the refund but never sent me the email confirming until I talk to ******** and she did sent me the email confirming the refund. Now she is retracting after they already got the money.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 09/10/2024

  The CS agent had to verify on the refund process and thought it could be done.  As mentioned, unfortunately the order was not made directly from Nuance, it was from a reseller on Amazon who is not part of Nuance.  We have no way to issue a refund.  The seller Affirm is who received payment for the order is responsible for any refunds to the customer.

  Thanks

• Initial Complaint

  Date:08/22/2024

  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 Dragon Nuance January 31st 2024 and received an e-mail from Dragon Nuance ********************************************* with a link to download it. When I tried to download it, the screen said that the link had expired and to call ************ for help downloading the software. When I called, they wanted access to my computer to download the software, then told me I had purchased the old version and needed to pay an additional $350 for the new software. When I complained, he said he could give it to me for $299. At this point I figured it was a scam, hung up, disconnected my computer and looked up the e-mail address on the internet to see if it was a scam. Your BBB site popped up saying it was a scam. Is there any way I can get my original money back? I paid $294.99.

  

  Business Response

  Date: 08/22/2024

  We had our **************** lead reach out to the customer.  Below is what we were told.  She ordered from an illegitimate seller.  She must work with them for a refund.  They have nothing to do with Nuance.

  We/Nuance approved to provide her with a legitimate complimentary download for Dragon from Nuance directly.  We also provided Nuances **************** and Technical direct phone numbers for the future.

  Thanks!

  "Talked to ********************* and said she is really disappointed on paying for a product she did not use.
  Said she learned that ******************************************* is illegitimate after paying and trying to download her Dragon Home 15.
  Dragon Naturally Speaking Home 15.0
  DC09A-G00-UZ42-CVWZ-PZ
  She ordered 1/31/2024 but the license was activated first on 1/6/2024.
  Also registered to multiple users.
  
  The customer just wanted her refund since she was not able to use/download her Dragon.
  Explained that a refund can only be processed by *******************************************.
  *** also request dispute with her bank."
  

   

• Initial Complaint

  Date:07/30/2024

  Type:Order 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.

  Hello - I am writing to file a formal complaint against Nuance regarding unsatisfactory customer service and misleading contract terms. We use Nuances Dragon Medical One (DMO) software and have faced significant issues. Specifically:Poor Customer Service Response Time: We contacted our Customer Project Executive (CPE) Manager on November 20, 2023, about the cancellation/renewal process for our DMO licenses. We received no response until December 4, 2023. Further, our follow-up on December 4 requesting the contract end date went unanswered until December 21, 2023. This delay impeded our decision-making process.Misleading Contract Terms: The auto-renewal clause was not clearly outlined in the executed contract but was buried within Nuances General Terms and Conditions link and then in a separate Schedule for DMO link. This lack of transparency led to confusion regarding the renewal terms.Due to the delayed responses and hidden contract terms, we missed the cancellation period. When we attempted to cancel, we were informed that we could not do so because the request was not submitted at least 180 days prior to the contract end date.On May 16, 2024, we escalated the issue with the Customer Success Executive, who stated the escalation process would take one week. However, we received no update until July 24, 2024, and were told that the auto-renewal would be enforced, with our cancellation not processing until June 2025.The poor customer service and hidden contract terms have unfairly bound us to a service that does not meet our needs. We request the BBB's assistance in allowing us to cancel the contract without further penalties, effective immediately.Thank you for your attention. I look forward to your response.

  

  Business Response

  Date: 08/05/2024

  Hello - Thank you for submitting this request to review this BBB complaint.  We had forwarded the customer's complaint to the *** team who worked the *** contract for services and training.  We received feedback from the *** representative and their management team that they have discussed and reiterated the terms and conditions for contract cancellation/termination. They also addressed any additional concerns or issues the customer may have had and clarified that unfortunately they cannot cancel the customer's contract since they [customer] must adhere to the agreed terms and conditions.  Appreciate your concerns and your continued support.

• Initial Complaint

  Date:05/24/2024

  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.

  I purchased Dragon Professional Individual 15 for $449.00 before taxes in September of 2020 - this was a perpetual license! I then had to buy a new computer. The software said that I had activated 5 times already, which is absolutely not true! They do this with people so they can buy the newer version! When I called them this morning (5/24/24) the customer service person I spoke with hung up on me after he said that there was nothing he can do. I paid for an item for which I am unable to use now, despite the fact that I should have 3 activations left! There is no mention on their website that the expires. However, it is very clear that this is just something this company does!

  

  Business Response

  Date: 05/28/2024

  Hello - We apologize for the inconvenience the customer experienced with their Dragon Professional V15 activation issue.  ******************** team have followed up with the customer, provided a direct download link and verified the customer's serial number to ensure successful download and activation.  Since we have no prior tickets or incidents logged with this customer about this issue, we are reaching out to confirm with the customer on what number was called for support and believe it may have been an unauthorized reseller or illegitimate business.   We look forward to working with the customer for final resolution.  For any other technical assistance, the customer can contact ******************** Technical Support at ************** Select Option 2, then Option 3 from Monday to Friday, 9:00 AM to 8:00 PM **************** Time.  For Nuance **************** Team at ************** from Monday to Friday 9:00 AM to 8:00 PM EST.

• Initial Complaint

  Date:05/21/2024

  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 purchased Dragon Professional Individual 15 for $525.00 after taxes - this was a perpetual license. I then had to switch computers due to a virus - they refused to provide me with the download link for the software I purchased because it has been more than 2 years. This is shockingly poor service. I paid for an item for which I am unable to use 2 years after purchased - there is no mention on their website that the item is non-functional after 2 years of use. They do have the download link on their servers but they wanted me to re-purchase it, despite me having previously had a perpetual software license.

  

  Business Response

  Date: 05/22/2024

  Thank you for submitting your concern to our team. This is to inform you that our **************** team has provided the requested Dragon Professional V15 download link with instructions.We apologize for any inconvenience this may have caused and we appreciate your patience. Please do not hesitate to contact our **************** ************ for any non-technical issues and product registration,or our Technical Support, ************** for technical assistance.  Thank you for choosing our services and we look forward to serving you in the future.