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:05/28/2024

  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.

  Structure Studios makes a good product, but their customer service and business practice is nothing short of atrocious. Any support issue becomes a complex problem that escalates to an account blockage. In other words, if you submit a complaint or they dislike what you're complaining about, they block your access to the software. This issue occurs primarily with one specific individual in their support division and it is a constant. Once your account is blocked you cannot use or restore the software no matter what you do. All of your previous work and unfinished customer designs become useless. There is no office contact to address support and employee issue grievances, only a support number where your issue or complaint is intentionally discarded with no resolution. That leaves you, the paying customer, stuck with proprietary customer files you cannot access or use and no one in management to address any grievance with. BUYER BEWARE! If you purchase their software license, dont call with a complaint about software related issues. Using this product may subject your business to additional costs in redeveloping your customer designs, added training of new design solutions and various administration expenses totaling thousands of dollars. Weigh your options carefully before entering into a software license with this company. They do not care about their customers.

• Initial Complaint

  Date:05/23/2024

  Type:Billing 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.

  Date of transactions in dispute: January 2022 - November 2022 Nature of the Dispute.I have been using this software daily and paying a monthly fee for a single license since 2019. I have only ever needed a single license to use this program. In January of *********************************************************************************************** to call customer service. I was told by customer service that the only way to resolve the issue and be able to operate the program was to issue a new license KEY. I was also asked to update my credit card at that time. The issue was solved and the program started working again. However, for the next 11 months I was billed for two license fees each month. (see uploaded PDF of billing history). Totaling $2,167 in billing errors.In November of 2022, after a personal audit, the billing error was identified. After a call with customer support the unused account was canceled and a ticket was created by structure studios to resolve the billing issue. No attempt was made to resolve this issue. On my most recent call with customer service on 05/22/2024 I was told it was not possible to issue a credit or refund, or any resolution for this issue with no explanation.

• Initial Complaint

  Date:03/05/2024

  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 used SS software as a license for several years. My husband started designing last year and we got him a license. He recently accepted a regional manager position for a company in a completely different industry and his new company issued him a new computer. So at that time, I said to give me his new Alien computer because my **** computer was on her last leg. At the end of the month when it was time to pay my license fee, I went to my account and transferred the license to myself. The next day, my license we terminated. SS ******************* never called to ask me any questions. When the employee called me, he agreed and believed everything I told him, but said that after the ******************* makes this determination, the only was to get my license back is to pay for both license. I explained that never were 2 people ever using the same license. I was simply using my husbands computer because he was no longer in the industry. This software is the only one that is used in our industry. There are a few other, but this is the best and I need it to work.

  Customer Answer

  Date: 04/18/2024

  PLEASE CANCEL MY COMPLAINT AGAINST STRUCTURE STUDIOS.  THEY ARE WORKING WITH ME TO OPEN MY LICENSE BACK UP.  I HAVE NOTHIBG NEGATIVE TO REPORT. 

• Initial Complaint

  Date:03/04/2024

  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 paid the service fee, but they disabled my CD key because supposably I was related to a different person with whom I'm not related. I want my refund.

  Customer Answer

  Date: 03/27/2024

  I would like to withdraw or disable the complaint for this case (ID: ********* No further actions will be needed from now on. 

  Customer Answer

  Date: 03/27/2024

  Hello *****, The complaint as been resolved directly, you can now proceed and close this case. Thanks. 

• Initial Complaint

  Date:02/06/2024

  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 deeply disappointed with the treatment I received from Structure Studios regarding my account. Approximately [number of years] ago, my account was flagged as fraudulent without justification, leading to the insistence on purchasing two unnecessary licenses to continue using their software.This unjust demand has resulted in a significant financial burden on my part. Despite numerous attempts to resolve the issue with Structure Studios, I have yet to receive a satisfactory resolution.I urge anyone considering using Structure Studios' services to be cautious and aware of their questionable practices. The lack of transparency and accountability in their handling of customer accounts is concerning and should not be overlooked.I hope that by sharing my experience, others will be spared from similar injustices.

  Customer Answer

  Date: 03/27/2024

  I want to remove the complaint. working with Structure studios now to solve this.

• Initial Complaint

  Date:01/22/2024

  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 attempted to purchase software from this company. After taking my CC info they informed me they couldnt sell me the software due to my name being linked to someone else that they had blackballed. I thought it was stupid at the time but said fine, Ill go elsewhere. Fast forward two years, Im closing my bank account and find out they have been charging me $150+ a month for two full years ($3600!!!) I call their customer service, he (********) says h*** request a refund and theyll get back to me in a couple of days. One week gos by so I call them. ******** (customer service guy) says theyll stop billing me but wont pay me back the money they already took and provided NOTHING!!! *** spent my whole life staying out of court but Ill be damned if Im letting this happen, well be seeing them in court, and they can pay for my very expensive attorney fees along with the $$ they stole!!!

• Initial Complaint

  Date:01/17/2024

  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.

  They have essentially forced us to pay for 2 licenses for over 7 years, despite ** not using the other one at all. Once you get flagged, you are never unflagged. Also if anyone else who works at the company is flagged, the same will happen to them. If they try to make their own account, they will flag their new account and anyone else that works for them. Even if theyre completely unrelated. Its a complete rip off when they flag your account and ban it for no reason. If you try calling customer service, theyll give you the run around. I suggest never calling them for any reason, as this always only lead to disaster and unnecessary flagging of accounts. They think they can treat customers any which way because they provide the software. It feels like Im being forced to continue using this company, or risk out on losing massive amounts of money, customers, and jobs.

• Initial Complaint

  Date:12/01/2023

  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 purchased this software on Monday Nov 27 and began using it to complete a job that was sent to me from another company. By Wed morning, structure studios had locked me out and when I called to ask what was going on I was told that my account had been used by someone else and I had violated their terms of service. I was blocked and they would not issue a refund. This was completely fabricated and I had not done anything to violate their terms of service. When I spoke with a supervisor he just kept repeating the same thing over and over like a trained dog. Now that I see the other complaints on here I wish I had read reviews before purchasing from them. Buyer beware! This is a company that will steal from you.

• Initial Complaint

  Date:11/20/2023

  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 purchased a 12 month subscription to the software. They emailed me a license key but it didn't work. I called the next day and they told me I had been associated with a "flagged account" and they would not allow me to use the software. There is no reason I would be associated with any other accounts and they provided no evidence I was associated with a flagged account. Regardless, I paid for the software and they refused to either allow access to the software or provide a refund. When told they have a no refund policy I told them I didn't agree to this. They said I "initialed" agreement but this is not true I didn't initial or sign anything and I certainly would not have purchased something that costs almost ***** dollars with no possibility of refund in case I didn't like the software, or it didn't work. You can see in the phone bill I provided I called them the day after purchase and several other times. I've recorded these calls and they refuse to activate the software I've paid for even though I have 11 months of use left on it.

• Initial Complaint

  Date:11/13/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  My accounts were canceled with out remorse due to bogus claims that three licenses I paid for were moved within my account to different computers. During explanation, they stated that the only persons allowed are the licensees. I was helping one of my designers one time and they red flagged my account and prevented me from making any changes without canceling my whole account. I tried reasoning multiple times with no resolution for months. Ultimately, my account cancellation due my card being rejected. I paid for two licenses that never used for 4 months even though they were not with no proof.

  Business Response

  Date: 12/04/2023

  Thank you for bringing this issue to our attention. Case: SS1204KH

  Customer Answer

  Date: 12/20/2023

  For some reason I did not see the previous email asking if the issue has been resolved. It has not been resolved and I am still waiting on a response from the Company.  Please do not close this case please or let me know what the next steps are to get this resolved.