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:10/12/2022

  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.

  My husband runs a landscape design business. He was just told by Structure Studios, the design software company, that his account is being "used by multiple users" (according to their security systems - though they won't tell us what those are or what was done that triggered this, or how they have gathered this information - what kind of information have they been gathering, legal or illegal, from us to make this claim? Why won't they say?) But now because their "systems" have been triggered, the only way to move forward and keep using the software that he makes his living on is to pay for two keys (double the price), IN PERPETUITY!! They won't tell us what triggered the infraction - whether it was our 7-year-old son sitting on my husband's lap with him while he designed (is that the "second user" they are accusing us of having??) or if they installed spyware on our computer that picked up that both he and I use the computer (though I certainly don't design using this software)...or if someone else hacked into our computer (which is information we really need to know!). How can we possibly make sure this doesn't happen again if we don't know what triggered the problem in the first place? Why won't they present evidence to back up their claim that we violated their user agreement and therefore need to pay double what anyone else does to use their software? It feels like extortion that the only way he can keep using the software to make his living is to pay for two keys from now until forever (that's a nice extra bonus for the company! And it looks like we're not the first one they have done this to!), and otherwise his only other choice is to learn a totally new software and start over. Even cancelling our key and signing up again isn't an option they say because my husband's name, computer, and email have all been flagged, so the ONLY option for us is to pay double, even though we honestly don't have two users using the software! What do we do?

  Business Response

  Date: 10/12/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

  Customer Answer

  Date: 10/21/2022

   
  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:09/26/2022

  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.

  I open a new account for my company and after a few months I try to sign in on my account in another state and they block my license so I pay for another extra license for my employee in after one year of service I cancel both license now I tried to re-open my account and they say I have to pay for two licenses and I just one to pay for my own license because I dont have the employer anymore why I have to pay for two license if I going to be a single user they dont want to refund my money back, because I decide to go last night with a brand new account starting from scratch same company, a new account and I paid the fee and the software and now they Block my new account, and They no want to refund my money back, The customer service is super super bad, I spoke with three agents and all three are a****** with me. I feel like I loose my time because I get the training for this software and now I dont be able to use it anymore. I want my money back from my new account I just use for few hours and they block me

  Business Response

  Date: 10/12/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

  Customer Answer

  Date: 10/14/2022

   
  Complaint: 18119800
  
  I am rejecting this response because:
  i'm no get any response from structure studios and i'm still waiting, i call but the customer service from that company its really bad, they don't help me with anything 
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/18/2022

  Records show we spoke to you on Friday, October 14, 2022 at 11:43 AM PST.

  If you have any additional questions, please call us at ************. Monday to Friday from 7:00 am to 3:30 pm PST.

  Customer Answer

  Date: 10/23/2022

   
  Complaint: 18119800
  
  I am rejecting this response because:
  i send almost 30 minutes on the phone call to  see if they can fix my issue and nothing happent
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:09/20/2022

  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.

  We are a small pool company located in ****** ***** and do just a few construction projects per year and purchased a pool studio license for a work computer we have located in our house. My wife has been the only user of the account to design as I am always busy in the field and was locked out of the account after trying to re-download it on her computer and logging in with the wrong information. We called structure studios to have them unlock the account so that she could get some plans done for some customers we were talking to but they said we had broken the license agreement by her using the account that my name was under and we would be forced to buy two licenses in perpetuity to remedy the issue. This would increase our cost from roughly $140 a month to $280 a month for something we use just a couple times a year for our small business. After explaining that it was just a misunderstanding in the terms of service that we did not read every single word of that are forced to agree to they were not willing to allow me to transfer my account into her name for the set up to be corrected instead we would always have to have two licenses and if one was ever deleted then both would be deleted. We have only ever had one user of the account so I was not sure why we would have to buy two licenses going forward (again, in perpetuity). They seemed very unwilling to work with us at all so we told them to delete our accounts and we would just hire an outside designer to do our designs to which he said that "that persons account would be deleted if ever found out they were doing designs for us". I believe they know they have the great majority of the market on lock and simply do not care about their customers on an individual level and I highly recommend anybody that can avoid using this company does avoid using this company. Extremely disappointed especially since we were not trying to game the system just simply had a misunderstanding with the terms

  Business Response

  Date: 10/10/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********

• Initial Complaint

  Date:09/20/2022

  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.

  My employer is a small pool business that provides maintenance service and builds less than 10 pools a year. I was tasked with designing the pools for the owner, and I signed up for a membership with Structure Studios so that I could download and use Pool Studio on my personal computer. When filling out the information, I listed the owner's name on the membership, since he was the one purchasing it on my behalf. After issues with my personal computer that resulted in me having to redownload Pool Studios months after originally installing it, when I was met with the user information screen upon load-up of Pool Studio, I inputted my name as the user, and not the owner of the company as it was listed on the account. Understandably, this locked the program and we were forced to call Studio Structures. However, when they were told that I was the designer, and not the owner, they informed us that we would need to purchase a second license for the software despite myself being the only user. They didn't offer to allow us to update our membership to reflect the correct information, in fact, they offered no solution EXCEPT for purchasing another license, claiming that we were breaking the terms of service. However, per their terms of service, this is one of the very first things expressed: "READ THE FOLLOWING USE CONDITIONS AND DISCLAIMERS IN THIS AGREEMENT CAREFULLY BEFORE INDICATING YOUR ACCEPTANCE. In this Agreement, the term "you" refers to: (i) an individual purchasing a Pool Studio, VizTerra, Vip3D, and YARD Membership, either on his or her own behalf or as an agent for a corporation or other entity or organization; or (ii) an individual consenting to this Agreement as a condition of using Pool Studio, VizTerra, Vip3D, and YARD through a Membership purchased by an institution ("Institution"), where the individual is employed by or affiliated with the Institution." (ii) is aplicable to our situation, and yet we were told we broke TOS.

  Business Response

  Date: 10/10/2022

  Thank you for bringing this issue to our attention. We will reach out to the customer to provide assistance. Case: ********