ComplaintsforAutodesk, Inc.

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Autodesk offers a 30 day money back guarantee on their Fusion product on their website. However after cancelling after 20 days because I couldnnt justify its monthly cost, the refused to issue a refund, stating that the 30 day guarantee does not apply to a monthly subscription which is not mention on the advertisement or purchase path. They refused to issue the refund even with this information shared with them. **********************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************

  Business response

  03/28/2024

  Hello

  We are reaching out to Mr. **** via Autodesk Support Case ******** concerning this refund request. I've asked a member of my team to handle it directly.

  Thank you,

  ******

  Client Services Team Lead

  Customer response

  03/29/2024

  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  For the past two weeks I have attempted to download fusion 360 however the first week and a half. I couldn't get an account set up because their website was not working. How did I find out the website was not working after repeated attempts to get on the website, troubleshooting my own computer and making sure nothing was wrong on my , I went to the Internet and lo and behold. Their website has not been working so I figured I might as well contact customer care there is no phone number to contact them so I was like well. This is strange it major software manufacture doesn't have the decency of having their phone number available or an email address to contact them so after a week and have the website started working for several pages but I thought great I set up an account I'll download 360 personal and I'll be out of here well lo and behold that page doesn't work so I went to the purchase page. Oh, you can pay for a subscripti but you cannot download the software so silly me I think maybe the customer service line will work and no that does not work either so what do I want to see the resolution? I want the website fully operational I want my Fusion 360 personal download I don't need the latest and greatest in software I just wanna have the basic that's all I'm going, for. I would also like to get an apology from this company for not being more transparent, or having a way of properly contacting them. This is unacceptable behavior for any company. I am sorry you are multibillion dollar company that handles major corporate accounts. There's no reason a lay person gets on a computer attempting to set up your software that they should have to go through two weeks of pure h*** trying to get a simple software program to work now I can only imagine the nightmare I'm going to have trying to get your software to transfer over to bamboo labs which to is who makes my 3-D printer not for commercial use simply to make a couple of bins for my ********* pack out.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Reference Autodesk case ********. On Dec 17th 2022 I changed computers and downloaded Fusion 360 to access my existing subscription. However, it opened a new subscription and I could not see my data. I called Autodesk help and they informed me of the new subscription. I asked to have duplicate subscription immediately canceled. A year later Dec 17 2023 I find out that they are going to charge me for renew on the duplicate subscription for a fee. I spent over a month emailing back and forth with Autodesk Help telling them to cancel the duplicate subscription and refund me because they did not do it originally in 2022. They still never canceled after all my requests, so I went online and figured out how to cancel the duplicate subscription before they could charge me again. In regards to refund, at one point they said they were processing the refund, then they emailed back that they changed their mind and its out of policy just because so much time was passed. I never used the duplicate subscription, never intended to purchase it, an had no visibility on the annual charge being duplicate since it was charged 30 days after the incident and I do have a subscription I pay for with them that I use. When I went to do my taxes I noticed the duplicate charged and I am shocked that Autodesk is citing a policy rather than understand it was a mistake and they neglected to cancel it when I called in 2022 and again when I sent several emails asking to cancel it in 2023. I am afraid this is bad business to trick people out of money citing some policy that really means nothing to me as a customer.

  Business response

  02/20/2024

  Dear ****************** (and BBB Team)

  We have reached out regarding the requested $381.50 USD refund for order 49428646 (date 14 January 2023) for a duplicate Fusion subscription. Since there are some system limitations on our side regarding processing the requested refund this far after the fact, we have added a credit of $490.00 USD to the existing subscription (sub ID *************** so it renews for a full year for free in early May 2024, and have forwarded these details to you as ******** Autodesk Support Case 21972707.

  Please let us know if there are any further questions.

  Sincerely,

  Autodesk Client Services

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It is incredibly painful and frustrating to reach a human representative from *******. I have cancelled a subscription with Autodesk in June of 2023, and in August of 2023 a subscription was re-instated without my consent, from an email that is not authorized on my account, i was then charged $384+/ month before I caught this activity and immediately got in touch with Autodesk agent on December 17th, to find out what happened and recover the $1,800 that was charged to my account. I also requested to have my subscription cancelled December 17th, and was told I'll know the resolution to my case after the Holidays. I have spoken to several customer service reps, all of them located in ***** with very poor English, regardless of my request to speak with someone in the ***, and have been hung up multiple times by the woman handling my case, Uptelika. I have requested to have this case escalated on January 3, **** and finally spoke with the manager, *******, who also was not a *** representative and had very poor English, however he said he would personally handle my case and get this escalated for resolution. It is now January 12th, and I have not heard from anyone on this case and hence I am requesting the BBB to get involved to get resolution and have my money refunded as soon as possible.

  Business response

  01/22/2024

  Hello ************

  I hope you received our follow-up regarding the requested refunds via support case 21753062. We have processed the refunds as communicated on that support case. Please let us know if there are any further questions by replying to the emails from that case or by contacting us at the link below.

  **************************************************************

  We hope this is now resolved to your satisfaction. Thank you for your understanding.

  Best Regards,

  ******

  Team Lead

  Autodesk Client Services

• Initial Complaint

  01/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 2021, I was directed to use ******************, an AutoDesk service, to download some mechanical prints for project I was working on. A project WELL past the estimating phase.In order to do that, I had to sign up for ******************.After doing that, I started receiving emails by the dozens asking for me to bid on projects. This is outside of my pervue, and not something I can facilitate. I asked the individuals and their companies to stop emailing me, but I was told by them that they got my contact info from ******************, and it was just a distribution list, and that they could not remove me. I needed to contact ******************.So I did. And ****************** informed me that (at that time) all they could do was "Unsubscribe" me from receiving those emails. Those emails persisted though. And when I reached back out again, I was told, "Those are from people who have an outdated distribution list, there's nothing we can do about it."I threatened the people sending them with BBB complaints, and eventually they stopped.Until last month. I started receiving them again, and got the same defensive statements. "It's a distribution list we got form ******************."So, after my explicit instructions to stop distributing, and to delete my contact information, Building Connected, a service provided by Auto Desk, has resumed distributing my contact information.

  Business response

  01/10/2024

  Thank you for letting us know you're still receiving emails that should have been disabled. We've gone back to make sure that your email address is removed from all subscribe lists and that all appropriate flags were checked to block sending of emails as requested.
  
  We've also followed up via support ticket ******** with our ****************** team.
  
  Thank you for raising these concerns, and please let us know either via that case or at the below URL if there are any further questions.

  **************************************************************
  
  ****************
  Team Lead
  Autodesk Client Services

  Customer response

  01/10/2024

  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

  10/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased a perpetual license for 3DS *** 2013 and use it for our business. We had a computer crash and need to re-activate the license on the new PC. We were told that ********************** would not allow us to activate the software we purchased and that we should instead purchase new software. This is not a good option because the recent software is quite slow and cumbersome for our purposes.

• Initial Complaint

  10/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a low income 59 year old single woman.A few weeks ago I tried to find an affordable alternative to Photoshop, as I cannot afford the program but I know how to use it and was trying to find a way to draw on my laptop.I downloaded several apps including Pixlr, owned by AUTODESK, which repeatedly froze while I tried to use it. I did not recall that it required my credit card for the free trial.I was never able to get it to work on my lap top.This weekend I received a receipt of payment. I immediately sent an email explaining that I had not been able to use the program, that it crashed repeatedly and I asked for them to please cancel and refund.They replied with a copy of the fine print saying it was non refundable and that I should keep using it for the next month that it was paid for. I replied again that I could not use it, and that they were taking advantage of people.It is fairly standard practice that if a trial period ends and a payment is processed and the customer immediately responds with a request refund cancellation, that the company will accommodate out of basic ethical customer respect, rather than take advantage and steal money from people who are not infact using their product. Shame on Autodesk for allowing Pixlr to practice such poor business.

  Customer response

  10/12/2023

  My Apologies, this includes Pixlrs (owned by Autodesk) response this morning:

   

  The following forwarded email thread contains the complete communication between myself and Pixlr regarding BBB complaint #********

   

  Could this info be included for review?

   

  I am trying to make my rent this month, my acct balance below $50 with this charge. I am really shocked that Autodesk would conduct business with such disregard. 

  Thank you so much for your assistance.

  *****************

  **************

   

  Sent from my iPhone

  
  Begin forwarded message:

  From: *************************** <***************************>
  Date: October 10, 2023 at 6:25:44 PM MDT
  To: Pixlr support <**************>
  Subject: Re: I DECLINE THIS PROGRAM!!!!!!Re: Pixlr Premium - Payment Receipt (Auto-Renewal)

  I will submit a Better Business Bureau complaint. 

  I could not use your program, it is not installed, it did not work.

  I cannot use it.

  This is VERY BAD BUSINESS AND YOU ARE TAKING ADVANTAGE OF PEOPLE.

   

   

  On Tue, Oct 10, 2023 at 6:10 PM Pixlr support <**************> wrote:

  Hi Mira,

   

  Thank you for contacting Pixlr Support.

   

  Please be advised that as stated in our Terms of Use, we are unable to process the refund for the paid invoices.

   

  Below is the excerpt for your kind reference:

   

   

  

   

   

  Thus, we advise you to continue using the paid service until the end of the cycle.

   

  Hope this clarifies and please let us know if you require further assistance.

   

  Do join our ************************ to learn more about Pixlrhere. Regards, ******* Pixlr Support Team Pixlr.com

  INMAGINE Creative Ecosystem where design is within reach for everyone.

  Pixlr Smarter: The Worlds No.1 AI Photo Editor. No download required. Free & easy.

  ********** Faster: Instantly generate videos and designs with AI Creative Tools.

  123RF Easier: Creative content that empowers storytelling for seamless digital marketing transformation.

   

  Ask for a demo or FREE trial today.

   

  This e-mail is intended solely for the individual or entity to whom it has been addressed. It may contain confidential information. If you are not the person for whom this e-mail was intended, or if this e-mail has reached you by mistake, please delete it immediately and inform us of the error. ******** communications cannot be guaranteed to be secured or error-free as information could be corrupted or contain viruses. Therefore, we do not accept liability for any errors or omissions in the content of this message which may arise as a result of ******** transmission. 

  "Be print savvy. Save paper. Save trees."

  2023 by Inmagine. ************** of ****************************

   

   

  On Wed, Oct 11, 2023 at 6:14 AM *************************** <***************************> wrote:

  i want the charge reversed. the program crashed repeatedly on my laptop and i uninstalled it after one day of trial.

  i tried multiple programs and did not recall that yours was a subscription with my credit card information.

  please confirm the charge will be reversed.

  thankyou

  mira

   

  On Tue, Oct 10, 2023 at 12:37 AM Pixlr support <**************> wrote:

  Hi ****,

   

  Thank you for contacting Pixlr Support.

   

  We have canceled the renewal of your subscription plan and it will not renew any further.

   

  Hope this helps.

   

  Do join our ************************ to learn more about Pixlrhere. Regards, Daven   Pixlr Support Team Pixlr.com

  INMAGINE Creative Ecosystem where design is within reach for everyone.

  Pixlr Smarter: The Worlds No.1 AI Photo Editor. No download required. Free & easy.

  ********** Faster: Instantly generate videos and designs with AI Creative Tools.

  123RF Easier: Creative content that empowers storytelling for seamless digital marketing transformation.

   

  Ask for a demo or FREE trial today.

   

  This e-mail is intended solely for the individual or entity to whom it has been addressed. It may contain confidential information. If you are not the person for whom this e-mail was intended, or if this e-mail has reached you by mistake, please delete it immediately and inform us of the error. ******** communications cannot be guaranteed to be secured or error-free as information could be corrupted or contain viruses. Therefore, we do not accept liability for any errors or omissions in the content of this message which may arise as a result of ******** transmission. 

  "Be print savvy. Save paper. Save trees."

  2023 by Inmagine. ************** of ****************************

   

   

  On Tue, Oct 10, 2023 at 4:05 AM *************************** <***************************> wrote:

  Please contact me immediately!!!

  Sent from my iPhone

  
  
  

  On Oct 8, 2023, at 1:25 AM, *************************** <***************************> wrote:

  I am not using this program and do not have it installed on any computer or device.

  I tried several free programs but did not recall providing my credit card for yours.  

  PLEASE CANCEL IMMEDIATELY.

  I found another program that fits my needs. 

  Thank you for your immediate attention and assistance.

  *****************

   

   

  Sent from my iPhone

  
  
  

  On Oct 8, 2023, at 12:38 AM, PIXLR <******************> wrote:

   

  Your Pixlr subscription has been renewed successfully!

  YOUR SUBSCRIPTION SUMMARY

  Name: *************************** Email Address: *************************** Invoice Date: 2023-10-08 Invoice number: PIXHKPE00826405 Payment Type: Auto-Renewal Retailer: PIXLR Amount Paid: USD 35.40 Expires On: 2024-10-08

   

  We will automatically renew your subscription every year, 3 days before it expires until you choose to cancel. You can cancel yourPixlr Premium - Yearly Subscriptionany time on your "My Subscription" page.

  If you have any questions, please contact us at**************and we'll get back to you as soon as possible.

  Pixlr Team

   

  Pixlr ******* 2023. All rights reserved.

  Business response

  10/20/2023

  Hello ****, 
  
  Thank you for contacting Autodesk. I apologize for the situation with PIXLR but as it turns out, Autodesk no longer owns PIXLR and therefore we no longer process PIXLR subscriptions. The program was acquired by 123RF, part of the *************** in 2017. Although I could not locate contact information for Inmagine in our system, I was able to find the 123RF support page: ******************************
  
  Here is more information about the acquisition of PIXLR: **********************************************************************************************************

  Best regards, 
  
  Demi 
  Client Services Representative 
  

  
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have asked Autodesk several times to stop sending me useless emails, every day, I keep receiving email asking me how the support you gave me was, and other useless email. I have asked you several times to stop? I've asked you for your IP range so I can block these emails. But have received no answers, I have the right not to be harassed by them. I have asked when the time comes for renal to please send that info by ** mail, but you have not got back to me on this issue, I do not want to block your IP'S until this quest has been approved. The below policy that they advertise is not being enforced.Note: You will receive confirmation of your submission via email. You will not be subscribed to any mailing lists and your information will not be shared by Autodesk outside of this submission.

  Business response

  05/10/2023

  Hello ******, 
  
  I apologize for the negative experience and frustrating situation. I have reviewed your account and it seems there were several cases opened last month that resulted in support agents sending several emails trying to contact you and assist. This in addition the automatized case open, update, and closing emails may have been overwhelming. I have communicated this situation to my higher *** and we are working on a process to reduce case communication emails by allowing customers to quickly confirm their issues are resolved. At this time, there seem to be no other cases open associated with the email you provided so those emails should stop. If you have opted out of marketing emails, those should no longer arrive. Just in case it has not been provided to you, here is the link to update your email preferences: 
  
  *******************************************************
  
  Opting out of marketing emails and the cease of case related emails will not affect your subscription renewal emails. 
  
  Best regards, 
  
  Demi 
  Client Services Representative 
  
  

  Customer response

  05/11/2023

  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.
  

  Thank you for providing link to set preferences!
  Sincerely,
  
  ***********************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  For the past 2 years, Autodesk has been spamming my personal email inbox with offers and advertisements, including with their sub. On April 5, 2023, I reached out to their customer support to have them permanently delete all of my personal information from their databases in accordance with the ***** That same case, #********, ********** addressed it and informed me that they went ahead and deleted my personal contact information.The fact that I am still receiving spam emails from Autodesk tells me that they have NOT deleted my information from their databases. If this is not done so by June 1, 2023, I will be filing the case with ************ Attorney General, *****************. As Autodesk is headquartered in **********, **, they are expected to comply with the *****

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Feb 23 2023 an unauthorized monthly subscription charge was charged to my credit card for $258.50. I did not authorize this charge nor did I sign up for a monthly subscription. I only have a yearly subscription that I signed up for. No one else is authorized to use my account or sign up for subscriptions. Since the customer service department is not willing to help me with a refund I am requesting a refund in the above amount. I noticed 2 unauthorized users on my account and have since deleted them, changed my password, etc. You can see by the attached screenshots I dd not have a seat nor any access to AutoCAD until I deleted them off my account. Please refund the amount above on my credit card as this is really considered fraud. Thanks

  Business response

  03/24/2023

  Hello *****, 
  
  I would like to apologize again for your recent support experience. I'm glad I was able to assist with the refund of the monthly subsription charge. If you are still experiencing an issue with accessing/ activating your annual license please reply to the email that was sent via case #********.
  
  Best regards, 
  
  Demi
  Autodesk Client Services 
  
  

*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. ↩