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:08/27/2022

  Type:Customer Service 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've already complained about the many problems ************* from Reallusion and their lack of customer support. Now I have bought ********. Their programs come with so little that you're forced to buy everything to make one decent scene. Movements are important too.
  
  Now, with ******** as I work I have anomalies showing up tied to ******* I paid for through Reallusion's Marketplace. I no longer have a tight deadline for my show which is growing fast in popularity and this is because I can't trust anything I buy from Reallusion.
  
  You spend hours making a 5 minute 3D animation scene, half a day sometimes, just to have these problems in the program destroy your hard work. So you contact them for help., mind you, because I complained, they banned me from their forums. First they bullied me heavily, I have screenshots of what two gents, one names ***** did to insure I was banned with his lies.
  So banned from forums means I have to put in support tickets. As I've mentioned before, and have proof of, they never understand them. Even if you spell it out as you would for an adolescent, at times they can't get it, and this is THEIR program!!!
  
  Almost a thousand dollars out the window. I've met folks who have spent up to $8500.00 just to have Reallusion shun them as well. I do my best to warn folks of what I've learned via reviews, their ******** etc., companies like this NEED to be accountable for their terrible business ethics and lack of customer support. They never even answered by last ** complaint because they are crooked.
  
  If they don't answer my ticket soon, I will contact a corporate attorney to end them once and for all. The attached pics are of the scene killing anomaly they won't answer my ticket for.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 14, 2022/10/13) */
  ***Document Attached***
  Dear Sir,
  
  I'm sorry for the late reply. Since the notification mail was sent to another office.
  
  This customer submitted 12 tickets in our Support System within 6 months, and we answered and solved 9 issues out of them. The other 3 tickets were closed by him. 2 of them were submitted in July and Aug. 2022. It is the same time when he submits this claim to ***. Since we didn't usually check the close tickets, I guess that's why he became upset.
  
  We'll contact him directly to check if he still needs our help or he wants to refund his orders. However, he continues placing 7 orders in our store after Aug. 27th, 2022. So, I guess he might still want to use our products continually.
  
  Please let me know if you need more information regarding to this case. My email is *******************
  
  Thanks for your patience.
  
  
  Consumer Response /* (3000, 16, 2022/10/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Of course I still use the product, I paid for it and know I'd never get a refund. Yet their answer says nothing about an unfinished program they sell. Even their newest ********, which you are FORCED to buy from them has MANY problems to cost so much or force you to use it.
  
  You see they advertise that older ****** products will work with the new, yet if you test it, it's a lie. You have to buy the newest version for things to come close to working right, PLUS, they remove a LOT of movements you paid for with the last version. TOTAL scam by doing that. They stop supporting the old you may have just paid for the second the new version is out.
  
  PLEASE do not allow them to fool you by telling you that they've answered tickets that they helped me. I fixed 9/10ths of the problems and TOLD THEM how to fix them. Ask them to see those tickets. I have copies as well.
  
  This answer is like most of what they do if you investigate, it's full of lies and misdirection that Reallusion is incredibly good at dealing.
  
  
  Business Response /* (4000, 26, 2022/10/30) */
  Dear Sir,
  
  This user contacted us again about a content he recently purchased.
  He complained that content does not provide a feature, but that feature (*************h) is not listed in the product description originally.
  
  Here is the product page:
  ******************************************************************************************************************************************************************************
  
  It looks like he would contact *** for every case if he is not satisfied with our reply then. We can only try our best to help him under the return policy of our store.
  *****************************************************************
  
  Please let me know if you need more information regarding to this case.
  
  Thanks for your patience.