ComplaintsforTruTrade
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
12/24/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
BBB,I spent over $22,500 for two of their trading systems (PowerRipper Pro and RIpper X back on mid Aug 2022 and used for several months on practice and live accounts. Then all of a sudden without warning the licenses I payed for stopped working. I emailed TruTrade last week on 19 Dec and ***** from TruTrade.IO stated he no longer works at sales and referred me to support and created a ticket. The ticket was number #*** created on the customer service site at: https://*******************************/portal/en/myarea?=&createdBy=Mytickets. I waited several days and there was never a response. I emailed TruTrade support at [email protected] passing them what I sent ***** the following: "*****,I'm not sure what happened to my two licenses (Power Ripper PRO) and (Ripper X) but they appear not to be working anymore? I'm not sure I did something with NT8 but every time I click on the chart to turn on they come on and then turn off immediately. Appreciate any assistance you or your office can provide. **************************** ************"***** replied back he sent to support and created a ticket but no one from support ever responded to my email and they just closed my ticket, deleted there was even an entry and did not supply. Again, I paid for these two licenses that are no longer working. Before being give the software and licenses I signed the TruTrade LLC Software Licensing Agreement and reread the entire document did not breach any agreement. Request my licenses be restored or refunded the entire amount. Thanks, ******Business response
01/01/2023
******, we are just not seeing this complaint. I show your issue is resolved. This was nothing on our part as computers sometimes remove the licensing program from our files when you install other software onto NinjaTrader. We sent you the file you can install and it looks like you installed it and the issue was resolved. Sorry if this took a few days to get back to you.Customer response
01/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution satisfactory to me. The business eventually provided the correct solution and the issue was fixed. I consider this complaint resolved.
Regards,
***************************
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.