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Business Profile

Computer Software

Mariner Software

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Ordered paperless software in November,22. They took my money but I couldn't download the software. Now I hear they've gone out of business but I still get emails from them. Latest email soliciting buying of software package came in this morning. Copy of receipt below:Mariner Software Your order is complete.Hi ******,We have finished processing your order.Downloads ProductExpiresDownload PaperlessNeverPaperless for Windows 3.0.3 [Order #*****] (November 13, 2022)ProductQuantityPrice Paperless Operating system:Windows Full version/upgrade:Full version Serial ************************************** 1$69.95 Subtotal:$69.95 Payment method:Credit card Total:$69.95 Billing address ************************* ********************************************************************* ********** ******************** Thanks for shopping with **.

  • Initial Complaint

    Date:08/20/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hi There I previously lodged a complaint with BBB regarding the problem I am having with this company and I was informed by you that the company no longer exists and as such the case is closed. This is not true as I am still receiving promotional emails from the company but to date they have yet to adequately address my problem.See my previous complaint ID ******** I purchased Paperless for windows and then an upgrade to the latest version in December 2021. Since purchasing the software it has not worked as advertised. The fonts are incorrectly displayed and as a result the program is unreadable and unusable. I contacted the company support via their website support ticket system and via email and for a few weeks did not even get a response After a few weeks I was contacted and they were unable to resolve the problem that is rendering the software unusable. I requested a refund and this was refused. I was told on 8 February that they were working on giving me access to the beta version which may resolve the problem (By ***). To date this has not happened. The only other person that ever responded was ***** who never did anything and was quite rude in his emails. I have now tried repeatedly to contact the company as to where things stand with the new beta version and as to what they were doing to resolve my issue and this has all fallen on deaf ears with no reply or acknowledgements of any of my emails or online support tickets since 11 February 2022. I have yet to experience such poor customer service from any organization as in my dealings with this company.

    Business Response

    Date: 08/29/2022

    Currently Mariner Software has no paid employees. The Founder of the company keeps it open by continuing to sell active programs and using email marketing to to generate enough income to pay the business expenses and debt. Some limited support is still available for lost registrations etc.

    ********************* has at least 5 support tickets that I could find going back more than 6 years ago. Most were for Mac based software, the last one about 8 months ago was to change versions to a Windows computer. I do not have any tickets requesting support for the ** version.
    I do remember vaguely an issue with fonts and large multiple monitors that *** the developer of the ** program was working on based on a user report. I believe that he had fixed the issue (actually a bug in the Windows Software) in a upcoming release. Paperless is a large program that uses both 3rd party software, various device drivers, and the windows system software to operate. There is not many details in the complaint for me to speculate what the issue was. I do know we continue to sell the program without issues being reported.

    The latest version I see is Paperless_Win_3_0_3.zip posted on April 8, 2020. The customer is not clear when he actually purchased the software.
    I clearly stated the condition of the company since Covid. I can send *** the developer a note but he does not have to answer me and there is no money to pay him or give a refund which we do not offer. That is stated clearly on the website.

    Business Response

    Date: 08/29/2022

    Business supplied email: ****************************************
    Use this address for any contact with the Better Business Bureau

    Customer Answer

    Date: 08/31/2022

    (The consumer indicated he/she DID NOT accept the response from the business.)
    The Response is inaccurate.
    I purchased the software in December 2021.
    I have numerous emails - see attached dating back to 23 January 2023 showing my correspondence with Mariner and there replies, with many emails not even being replied to.
    Also attached please see the support tickets. There are a total of 9 support tickets. 6 were for the Mac software and the last of these being 30 April 2020.
    Since then there were 3 tickets for the Windows program which is causing the problem. The last 2 dated 23 January 2022 and 10 June 2022 have yet to even be responded to. and still say" Our agent will respond"
    How can a company like this get away with such poor customer service.
    The attached emails and tickets are self explanatory.
    Thank you

    See Attachment/File: Mariner Emails

Mariner Software is NOT a BBB Accredited Business.

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