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:03/07/2023

  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 am writing to express my frustration regarding my recent transaction made on February 24, 2022, with order number *************. I purchased Dragon software and equipment through the Nuance store. I have received the invoice for the purchase, and noticed that my credit card has been charged for the amount as well. I am a student and I require proof of payment such as a receipt for reimbursement by my school.I have reached out to the Nuance store multiple times and have been told by several representatives that they can only provide an invoice. However, a proof of payment is not the same as an invoice; they are two separate documents.A receipt contains the following information: confirmation of payment in full, date of payment, products purchased, and method of payment. I require A PROOF OF PAYMENT, such as a RECEIPT or CONFIRMATION OF PAYMENT an invoice and credit card statement is not an acceptable form of proof of payment.I have never in my life purchased a product and never been provided with a proof of payment such as a receipt. I find it concerning that this information is not readily available, and I feel frustrated by the lack of support and assistance.

  

  Business Response

  Date: 03/08/2023

  On 3/7/23 The customer called our CS and spoke to our CS for the online order that was submitted via a third party.  Our CS agent sent the invoice via email via the incident 230307-000588 the same day.  Today when we received this complaint our CS lead had reached out twice via email and phone, leaving a voicemail that the invoice was sent to her yesterday.

  Customer Answer

  Date: 03/08/2023

  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. 

  As it has been said many times, an Invoice and Proof of Payment (Receipt) are NOT the same thing.  
  
  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,

  Cayleigh

   

   

  

  Business Response

  Date: 03/10/2023

  The ** lead has reached out to the third-party vendor, and they sent 2 types of receipts to the customer.  The ** lead is reaching out today via phone and email to confirm the customer has received them.

• Initial Complaint

  Date:02/26/2023

  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.

  Fraudulently charged for renewal in April 2022. I triedto cancel it last year inJanuary 2022, and it wasn'tdone. There was no way to do it online, THEY DON'T EVEN HAVE AN EMAIL ADDRESS, so my only choice was to call their 800 number which has extremely limited hours. Thought it would all be OK since I called to cancel and since the old credit card number had expired but their company automaticallyupdated my expiration date without my authorization!!!!I wanted it cancelled immediately a year ago and requested but never received proof of acknowledgement of the request.**I would also like a refundfor last year's fee of$150, since I never authorized the renewal and never authorized Nuance or their company to change my credit card expiration date!!This is fraud!! and appears intentionally deceptive...I have a recent Masters Degree so it shouldn't be THIS complicated and tricky to cancel an automatic subscription. Due to this deception I am requesting a refund of the $150 charged last year for a service that was never used (that's a whole other story of how it was impossible to use with my laptop, despite meeting the system requirements, slowed down my PC to unmanageable level. since I work from home as a therapist via video, it interfered with my ability to do my job when I first tried the product. ** IT IS ALSO EXTREMELY DIFFICULT TO CANCEL THE SUBSCRIPTIONONLINE, THE ***** NUMBER HAS VERY LIMITED HOURS, AND IT TOOK ABOUT 4 ATTEMPTS today BEFORE I WAS EVEN **GIVEN ** THE OPTION TO CHANGE AUTO RENEWAL TO "OFF"!!!

  

  Business Response

  Date: 02/27/2023

  Our Nuance Customer Service has refunded the order.  There were no calls made to our/Nuance CS on this issue.  The complaint seems for the third party vendor who handles the online orders.  Our CS has emailed via an incident # on what was processed.

  Order #: 108623598400
  RMA #: **********
  Incident #:230227-000239

• Initial Complaint

  Date:01/30/2023

  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 Nuance software to assist me with auditory and physical disabilities incurred by military service. The VA was to reimburse this purchase. After I purchased I needed technical assistance. Nuance connected me with a person (*******) who posed as a Nuance employee but was actually a counterfeiter known to Nuance for over a year (Webworks, LLC). ******* determined my computer was incompatible with the software and said he would cancel and refund. In reality, he called Nuance on November 15, 2023 as my "colleague" and was able to cancel my purchase with no issues. I reported him to FTC once I realized he was a fake.I then repurchased the software from Nuance online to include the "PowerMic." I approved a single purchase for $807. 35. However, the charges were $500 and $307.35 on my Amex, and the receipt Nuance sent me reflected inaccurate/unapproved amounts. I called on December 27, 2022 in order to get one accurate receipt for $500. They advised me they would cancel the November 19 and 22 charges, and that I would repurchase the software for $500. I agreed to those terms. Nuance then charged my credit card $500 but only refunded $180. I have asked for my refund on multiple occasions, but they claim they sent me emails with instructions. I have not received any emails.To be clear, ******* was not required to answer emails when he requested my refund in November. I believe ******* works with/for other employees bc of the easy access he had to my account as my "colleague." Also, PowerMic is defective. They approved refund but will not send correct shipping label.I have exchanged over two dozen communications with Nuance Communications, and they have failed to resolve this issue. I have filed two complaints w/Amex which has eased the financial burden while they investigate.I have attached the convoluted receipt plus the Amex charges. There has been one credit for $180 on Dec 27, 2022. I paid $1127.35 total. Thank you, BBB!

  

  Business Response

  Date: 01/31/2023

  This was escalated to the third party vendor where the order was placed.  Below is their response:

  Whenever the Customer fills a dispute, the refund will always take longer but Customer needs to contact the bank etc.
  
  I can see that the case was updated before with the following Our system shows that the order is in disputed status. For us to correct the order status and assist you with the refund, the customer needs to reverse the chargeback from the bank. We would need a document issued by the customer's financial institution that the dispute surrounding the charge has been resolved. Once the document is available, kindly open a new case so we can assist further. Unfortunately,there is nothing we can do until the customer's bank has cleared this status.
  
  Therefore,until Customer does not lift the dispute, the remaining amount cannot be refunded.  

  Customer Answer

  Date: 01/31/2023

  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 did not address all of my concerns.

  1) Nuance needs to agree to the terms of the Amex disputes so that Amex can close out those investigations immediately.

  2)  The Dec. 27 purchase $500 is not under dispute and should be refunded immediately. Although I had not disputed this previously, I want to cut ties with this company. I have no use for glitchy software for which I cannot seek technical support. I cannot seek technical support from them because in the process of seeking Technical support, I was exposed to a counterfeiter who was able to access my account and request a refund that Nuance provided the same day. But they attached conditions to a refund on my own account and have delayed providing that refund.

  3) Nuance also needs to provide a shipping label so I may return a defective device. They provided a shipping label with the wrong address. When I sent the device, ******************** returned it to me with no explanation. Their records show that they are still waiting for the device, but the device is sitting on my dining room table.

   

   

   

  
  
  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: 02/02/2023

  Nuance has continued to work closely with this customer.  In an effort to satisfy the complaints, the following follow up has been completed:
  
  Customer has been informed that ******************** processed the Oracle refund in full and should reflect on her account soon. It may take ***** business days to show.
  
  Customer has confirmed while on the phone with the ** lead once the return label was resent again, that she received the new return label that was sent and we are expecting her to return her product.
  
  Nuance needs a document issued by the financial institution that the dispute surrounding the charge has been resolved so that our third-party vendor, Digital River can process the additional credit on her order.

• Initial Complaint

  Date:12/23/2022

  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.

  We have purchased a software product Dragon Medical Practice edition for medical office. We were given a download link for installation but never given an actual installation disc. Recently we needed to install the program to another computer and discovered that our download link no longer valid. When we contacted Nuance they told us they have discontinued the support and recommended purchasing a different product.We actually not requiring any technical support but rather the ability to use the product we already own and have paid a considerable price for. We are asking for a complete refund for this product and then we would consider replacing it with another software.

  

  Business Response

  Date: 12/28/2022

  Customer was made aware the product they have is no longer.  A new version is, has been out.  We are going to issue a one time approval for a refund on his older product.  Our CS lead is reaching out to update them and confirm the mailing address, since the refund will be from a third party vendor for a check refund due to order is from 2020 and from a vendor. Thanks

  Customer Answer

  Date: 12/28/2022

  [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:11/02/2022

  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.

  Hi. I have the same complaint that it seems like all other complaints here are. My laptop crashed, so when I reformatted it and went to redownload Dragon Naturally Speaking 15 Professional, it wouldn't let me because of the surprise 2-year download limit. I contacted customer service, and they sent me an email saying, "Thank you for contacting the Nuance Online Store. We're sorry, our records show that your download file is no longer available because the ************************* has expired. This service allowed us to keep a backup copy of your digital file for a maximum of 2 year(s) after the date of purchase.Additional details regarding the ************************* can be found at:http://shop.nuance.com/store/nuanceus/en_US/DisplayExtendedDownloadServiceInformationPage"I just want to be able to download the software I purchased. If you would be so kind as to send me the install file, I'll make a backup this time. Thank you very much, and I hope you have an excellent rest of your day.

  

  Business Response

  Date: 11/02/2022

  We apologize for the inconvenience the customer experienced trying to receive the Dragon installer download.  Our customer service team followed up with the customer today, provided the Dragon Professional download link and confirmed the customer received it.  We also ensured she was able to download the link successfully.  For future reference, we informed the customer to contact ******************** Technical Support at ************** from Monday to Friday 9:00 AM to 8:00 PM EST and our **************** at ************** for any assistance. 

• Initial Complaint

  Date:10/30/2022

  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.

  Today: October 30, 2022, I recently replaced my laptop for school and going back in January and wanted to install the product on the new laptop under my existing purchased license. The man said the download is no longer available This is the SECOND time they said this. I was forced to upgrade from Basic to premium the first time. Today I was given the same reason after letting him know I purchased a new laptop; he refused and (1) threatened me that if I did not purchase the upgrade today when I called back, I would not be able to upgrade later. I explained that I live off my disability and would not have money till the first of the month and that I did not have the money today and could not purchase the new one for $200.00 The man kept saying the upgrade was 50% off. (Threat 2) When I explained that I had the program on my home laptop, he said I would only be able to use the product for 7 days, and I would no longer be able to use it. I mentioned purchasing the product and how he would delete it from me. (Repeated this a couple of times). Lastly, All I request is for me to redownload the program on my new laptop. I am looking for the company to send me a download link so I can install and reactivate my existing purchased license. The only information I have on the employee is the date, time, and phone number I called. I have no idea who is training your employees this is not just recent this happened between 2017 and 2018 and now Feb. 2021 and May., 2021 ***************** ************** Time: 7:14 pm eastern time Dragon NaturallySpeaking Basics Sept 2017 (9-FN)Dragon Naturally Speaking Premium Jan 2018 (R-V4)Dragon Naturally Speaking Home Feb 2021 (8-8R)Dragon Naturally Speaking Home May 7, 2021 (****)

  

  Business Response

  Date: 11/01/2022

  On 10/31/22 when complaint was received, our CS lead tried to call the customer multiple times with the # provided here and each time it went right to voicemail and a message the mailbox was full, so a message could not be left.  She then sent an email with a new download link for her to download the product again.  Customer called in and said she is having issues with downloading.  We offered a callback from our Tech Support to help her.  A call is scheduled for today 11/1/22 with ** at 2:30P which is the time the customer requested.   We are also trying to see the number she called, where she said she spoke to 3 reps and all hung up on her.  It wasn't our team at Nuance since all calls are logged with an incident, and we show no incidents from her that are current.  Last call to us was in 2021 for the same download issue, which we again did help her and provide a link.....CS did provide her with our ** and CS numbers.

• Initial Complaint

  Date:08/24/2022

  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 purchase dragon 15 professional individual several years back for an individual license.. I recently replaced my laptop and wanted to install the product on the new laptop under my existing purchased license. The company claims that their download service only extends 2 years from date of purchase and that they can not enable me to redownload the program on my new laptop. I do not recall that this policy was in place at the time of the purchase. I do not want a refund... rather, I am looking for the company to send me a download link so I can install and reactivate with my existing purchased license.

  

  Business Response

  Date: 08/25/2022

  The information she was given is incorrect.  We have reached out and waiting to hear who provided her the incorrect information.  It wasn't Nuance.  We have one ticket from 2020 for this customer.  No incidents created for calling our CS or TS.  Our CS lead has sent her an email with the direct download link and license key. SN has an available activation.  She is all set.  The lead provided details on how to reach our CS for assistance in the future.

• Initial Complaint

  Date:08/20/2022

  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.

  Hello,I have the same complaint as the the one listed on your website on 06/17/2022 just for Dragon Home 15 instead of Dragon Naturally Speaking 13 Home. I bought Dragon Home 15 from the Nuance Online Store for $150 on March 20, 2020 (Order Number: *************). According to their website https://shop.nuance.com/store/nuanceus/en_US/Content/pbPage.dragon-home?currency=USD you can use it on multiple devices. I recently bought a new computer and wanted to install Dragon Home 15 on it. I went to their website to download it again and find out that my download link is no longer working and I have to contact customer services. I get the following response from customer service:Dear ***************************,Thank you for contacting the Nuance Online Store. We're sorry, our records show that your download file is no longer available because the ************************* has expired. This service allowed us to keep a backup copy of your digital file for a maximum of 2 year(s) after the date of purchase. Additional details regarding the ************************* can be found at: http://shop.nuance.com/store/nuanceus/en_US/DisplayExtendedDownloadServiceInformationPage Sincerely,Hearth G.Nuance Online ********************** ************************************************************************************* I looked through their website and can't find any mentioning of the "*************************". All I can find is this FAQ for Downloads: https://shop.nuance.com/store/nuanceus/en_US/Content/pbPage.dragon-home?currency=USD#download There it mentions that after a certain time your download link no longer works and you need to contact customer services. They do not mention the ************************* or indicate at all that you won't be able to download it anymore after 2 years.I would like to continue using their product on my new computer, so if they can just send me the installation file and let me install it on my new computer that would be ideal.Thank you for your time,Brittany

  

  Business Response

  Date: 08/22/2022

  Hello!

  
  Please know we have sent the customer a direct download link and license key for Dragon Home 15 today.  ******************** team have been attempting to contact the customer to confirm her successful receipt of the Dragon Home download.  We appreciate the customer's feedback and if the customer has any questions or needs technical assistance, please contact our **************** at **************.   We thank you for your support and understanding.

  Customer Answer

  Date: 08/22/2022

  [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,
  
  ***************************