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:09/23/2024

  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 attempted to purchase the $69 Final Draft 13 upgrade 8/9. The sale was due to end on 8/12. My computer guy was having issues trying to reinstall my earlier version to my computer after he upgraded it. I reached out to Final Draft via phone only to be met w/ a recording which directs you to contact them via their site. On 8/9, I utilized their support email site messaging tech support to no avail. Over the weekend, my computer guy successfully reinstalled Final Draft. On 8/12, I made several attempts to purchase the **13 upgrade, but was met w/ error messages (ie, Unable to place order). NOTE: I used my credit card; my sister's credit card; and my mom's credit card. Frustrated, I called both Final Draft numbers only to get a recording. I utilized their WORTHLESS bot which did not resolve the issue. No matter how many ways I posed the questions, the WORTHLESS bot did not understand my plight. I sent several support requests to both the sales and tech teams to no avail. I even reached out to an employee via email whom I was in contact w/ in 2020. Either it's an old email address or he no longer works there because he never replied back. I continued to send support requests to no avail. Eventually, I received a general email extending the sale to 8/19 because the **13 was in my cart, waiting for my transaction to be completed. On 8/18, I attempted to complete my purchase only to receive the same error messages. I called the Final Draft number 8/19 to see if I could complete my purchase via the phone. I got the same recording. I sent several support requests to the sales and tech teams which included my phone number. I requested for them to call me because I wanted to speak w/ a HUMAN and complete my purchase. Out of every support request I made since 8/9, I've never heard from anyone even though their recording states someone will contact you the next day. FYI, the last time a human answered the ** phone was in May. Now, it's a recording that automatically hangs up.

  Business Response

  Date: 09/27/2024

  Thank you for providing your contact information. I will reach out directly immediately. Unfortunately, our teams did not receive any emails from the email address you provided. We apologize for any delay, confusion and inconvenience.

  Customer Answer

  Date: 09/30/2024

   
  Better Business Bureau:
  
  Re: complaint ID ********. ****** initially reached out to me via email. Then she followed up with a call. We spoke at length; and ****** resolved my issue.

  
  Sincerely,
  
  Dr ******** *****

• Initial Complaint

  Date:03/22/2024

  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 Final Draft 9 when it officially came out and had used the program since, until I tried to re-install it on my computer and contacted Final Draft who told me they stopped supporting this version of the program and that if I wanted to use final draft I would have to pay and upgrade to another copy.I said this was unacceptable and that I wanted a working copy of the program I purchased. I was dragged along by someone in sales for months, and have told them that this has the markings of a "bait and switch" since I bought a program to use, cannot use it anymore unless I pay more money. I want a working copy of the program I purchased without cost. Every day I am not able to use this program is costing me money and this is unacceptable!

  Business Response

  Date: 03/25/2024

  The product in question was originally released January 2014. The customer did not register the product with us when he purchased it. Therefore he did receive news on the product, which was also on our website. The customer contacted us in ******************************************************************* 2021. Apple was no longer supporting 32-bit software such as this product. We registered the product, offered free trials and extremely discounted upgrades from 2022 - 2024. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21472111
  
  I am rejecting this response because: I did register it when I got it. I paid for a program that I can no longer use. I want  to be able to use the product I bought. Free trials and discounts are not the same as having the product I paid for. This is classic bait and switch, and I do not have a working product. I want a working copy of the program, or you make the program I have accessible. I don't need to purchase something else to make it work, you need to make it work. This must be resolved immediately as my files are being held hostage at this moment unless I pay more money and will not accept this. I will not let this go.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 03/25/2024

  There is not and has not been a way for anyone at this company to assist with that discontinued product whatsoever. There is not a way to install or activate that discontinued product on any computer. Each time you have contacted us over the past few years you have been told this along with options to upgrade at a discounted rate and/or free trials. The free trial of the modern version enables one to access previously saved scripts so that they may edit or resave as a PDF. The company does not have access to anyone's script files. 

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21472111
  
  I am rejecting this response because: REGARDLESS, you have sold a product that is not able to be used, and you are holding my files hostage. Since by your admission there is nothing that can be done about the product you have ceased to allow me to use, you must provide me with a working copy.  I shouldn't have to pay anything, and as stated, this is bait and switch. I don't think you want this to be a big deal, especially since there is all kinds of places on the internet that are bad mouthing this company for doing this. Give me a working copy that will not expire, and this matter is closed, and remains my own business.. I don't need updates, the basic program was all I used.so if you give me a working copy, whether that be FD10 or newer that will not cease to work.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/25/2024

  Type:Product 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.

  In 2009, I purchased a copy of a screenwriting software called Final Draft. I paid $229.00 for the copy. Recently, I tried to open my copy on my computer, but found it demanded I enter a new user number for an upgraded version I have to pay for. They have literally switched off my copy, the one I own and paid for in full, and are trying to bully me into upgrading and pay $$ to do so. This is outrageous. How dare they switch off my own property and prevent me from using it and attempt to force me to purchase upgraded software I don't want or need? I wrote them an email requesting they turn my software on again, but they never responded. Instead they sent me advertisements trying to coax me into paying for an upgrade, which I won't do. My user number **********************. My request is that they turn my copy of Final Draft back on, or refund my $229.00.

  Business Response

  Date: 02/08/2024

  Our legal section includes our END USER LICENSE AGREEMENT:
  **********************************************************
  

  This legal document clearly states: "Updates, upgrades, patches and modifications may be necessary in order to be able to continue to use the Software on certain hardware. THE SOFTWARE IS LICENSED TO YOU, NOT SOLD."
  

  In this case, the buyer would need to purchase a discounted upgrade to our newest Final Draft 13 from their 15 year old Final Draft 7. This has already been offered to him We have unfortunately sunset the Final Draft 7 and the relevant  Final Draft 7 activation server, a common practice with older versions of software in our industry.

  We will not be able to offer him a free copy if Final Draft 13 or activate his old license.

   

  Customer Answer

  Date: 02/09/2024

   
  Complaint: 21197886
  
  I am rejecting this response because on the site it says when you purchase the software, you buy it outright. Additionally, noting others that have complained here about the same problem, in other cases you have restored activation of their software to them. I paid $229.00 for this. You can reactivate it, or send me a new access number for the version 8 that is now showing on my computer. It is a crime to take someone's money, then terminate use to bully them into purchasing an upgrade. Apple did this and got sued and lost. 

  Either reactivate my software, or send me an access key that will work.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/21/2023

  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.

  Back in 2015 I used their software extensively, but after finding not a lot of interest in the product, I stopped using it.My complaint is, that back in 2015 the Company states that you own the software and you can download that particular Model (in this case Final Draft 9) to your computer anytime on any computer you want, as long as it is not more than one download, as I remember.Now in 2023 I want to re-download my software (the one they say I OWN, and they will ALWAYS SUPPORT, etc., they are NOW saying WE WILL NOT SUPPORT THESE VERSIONS, and 9 happens to be one of those versions.The FACT IS, THEY WANT YOU TO BUY MORE SOFTWARE, EVEN THOUGH THERE IS NOTHING WRONG WITH THE VERSION YOU BOUGHT EARLIER.THEY WANT TO FORCE THIS ON THE PUBLIC, AND THEREBY FORCE ME TO BUY THE LATEST VERSION.THIS IS CRIMINAL AND FRAUD AS FAR AS i AM CONCERNED.

• Initial Complaint

  Date:08/28/2023

  Type:Order 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.

  Final Draft is misrepresenting services provided by the company. Charging for them then never following through with advertised services.