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:01/22/2024

  Type:Service or Repair 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.

  K software received our order for an SSL Certificate and billed us for $403.00, order number **********, with an automatic response on December 11, 2023.
  
  K software responded in a few days that our company, ******* **** had been verified as legitimate in the state of Delaware, and asked us for documentation relating to our email address, ordinary address, and phone number, which we sent.
  
  That was the last we heard from them. More than five phone calls were sent to voicemail, and four emails to support responded with automatic acceptances but no return has happened, and we have not been able to get a hold of a human being. It has been 40 days and release of our software product has been delayed because of this.

  Customer Answer

  Date: 01/23/2024

  
  
  Better Business Bureau:
  
  
  

  
  

  Dear ** *******

   

  Although K software has still not contacted us, we have this morning been contacted by ******** which is the parent company from whom K software is a reseller.

  ******* seems to have acquired our data and appears to be processing the sale.

   

  So, although I still have issues with the lack of notification from K Software, we do not now seem to require that notification.

  Under the circumstances, we won't need to continue with the complaint.

  Thank you for your help so far.

   

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

  managing partner

  ******* ***

   

   

   

   

   

   

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/07/2023

  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.

  On October 3, 2023 I ordered a Code Signing Certificate from K Software for $371.70. When my order was sent to Sectigo, Sectigo ended up mailing my Certificate to the wrong address. On October 18, 2023 Sectigo said they refunded my payment to K Software and that K Software would have to place the order again in order for Sectigo to fix the problem. I immediately called K Software and left a voice message. I called several times and it always went to voicemail where I left a voice message. I also sent several emails. K Software always emailed back an automatic response that they would give me a "personal response very soon within 1 business day (though usually much sooner)," but never got back to me. I would like K Software to work with Sectigo to re-process my order and get me my Code Signing Certificate as soon as possible, preferably within 24 hours since my order is over one month old and the refund was supposedly issued October 18, 2023.

• Initial Complaint

  Date:09/18/2023

  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.

  Been a customer for 8 years. Went to renew my certificate on 2023-04-11, made the payment on the website (code *****************) and then I've been completely ghosted by this business.
  I've tried contacting via the ticketing system for over 4 months to no avail. They reply with an automated email saying that they received the ticket, but then they disappear. I'm not the only one scammed, just take a look at TrustPilot reviews.

  Business Response

  Date: 11/01/2023

  Hi ****, a refund is no problem. I've taken care of it. 

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair 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.

  We purchased a Code Signing Certificate from KSoftware back in November, we ran into a host of difficulties with our company verification from a 3rd part ********* but we were finally able to sort that out the end of January. However when we went to finally download and install the issued Code Signing Certificate, we've run into an issue. Our understanding is the problem is because of the time laps, and we need to have KSoftware re-issue the certificate. I've emailed every address they have listed on their side, called and left messages. We get automated responses that our email has been received and that we'll be contacted shortly, but it's been a 4 weeks now without any response fro KSoftware.

  Business Response

  Date: 03/22/2023

  Please call me directly at ************* I've returned every call received and can't find any voicemails. I'll take care of anything you need!

  Customer Answer

  Date: 03/28/2023

  
  
  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.

  I did finally get a response back from the business via email and we have resolved the issue I was having completing getting my certificate re-issued.
  
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:01/25/2023

  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.

  K Software offers code signing certificates, which are used to digitally sign software so that users can trust the software to be from the developer. These certificates need to be renewed yearly. I had one that expired this month, so on the 10th of januari I placed an order for a new certificate. This process was pretty much instant when I did this last year, but this time I only received an invoice, but not the order number needed to complete the certificate request. When googling K Software I see several others that had the same issue; they take your money but don't deliver anything. One reviewer claimed the original business owner passed away and his sons only receive payments without ever fulfilling orders.

  Business Response

  Date: 01/26/2023

  This order was placed 4 business days ago, they requested a refund over the weekend and it was issued. I've communicated this to the customer but they seem to be wildly impatient about it. The merchant bank generally takes 2-5 business days to process a posted credit.. 

  I have not died, and both of my sons are quite young so they won't be taking over the business anytime soon.... In case that matters. 

  I think most of these are a consequence of the validation requirements for the product this customer purchase becoming MUCH more strict in recent months which is generating a LOT of refunds and such. 

  Customer Answer

  Date: 01/26/2023

  
  
  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.
  
  But the order was placed 14 days ago, not 4 days ago and there was zero response to my emails, including today.  
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:11/29/2022

  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.

  Invoice #*****
  Date November 9 2022
  Order Number **********
  Payment Ref *****************
  
  I've sent many emails to ksoftware asking for a refund (tickets #*****, #*****, #*****, #*****) but they just don't respond. Please issue a refund ASAP.

  Business Response

  Date: 12/28/2022

  Apologies for missing this complaint..This was refunded a month ago, I'm not sure what this guy is doing. I have a feeling it is one of my Ukrainian competitors making these complaints, I've had a bunch of strange complaints about refunds recently but the thing is, we only account credit cards and paypal, a refund is never more than a call away to the customer's card bank (or email to PayPal) in the absolute worst scenario. This guy never emailed us, he emailed a company that I resell for. I was eventually forwarded his emails and refunded his order as soon as I saw it, which was over a month ago now. He continues to post on Google and Trustpilot about how I somehow stole his money, which is absolutely absurd as no one can 'steal' a customers money when they pay with a credit card.... My last responses to him was a suggestion to just file a chargeback -- which will get rejected because the transaction absolutely was refunded already... 

  Attached is a summary of the transaction in PayPal showing it refunded. 

   

  Customer Answer

  Date: 12/29/2022

  
  
  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

  Date:09/13/2022

  Type:Delivery 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.

  We tried to buy a code signing certificate. The payment appeared to have failed and so no certificate was received, however the payment did actually happen. Attempts to contact K-Software via email or phone were completely unsuccessful -- simply no response at all.

  Customer Answer

  Date: 01/20/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  

  No, absolutely not. I'm reassured to hear that the company is at least still operational, but I still have no idea why they have never replied to any of our requests...

  Of our payment -- yes, sure, see the attached screen capture from our bank web site (sorry, it's in French, but should hopefully be still relatively clear, please let me know if you have any questions if not). We don't have any proof of not receiving their refund, but I don't even see how would it be possible for them to make it as they don't have our bank coordinates.

  
  

  Business Response

  Date: 02/16/2023

  I apologize *****, I never saw this complaint and never got any email or phone call regarding your order.. I'm at ***********4 (and ***************.net), and am in the GMT+5 timezone, though I routinely take calls after hours so please feel free to call during your normal work day. If there is no answer please do leave a voicemail with a callback number and I'll be happy to return the call. 

  I see you had a code signing certificate with us, issued to *********@************.com for several years (originally issued in 2019). I see where the first part of the order form was submitted with your company name in mid-August. The date of the of that  doesn't line up at all with the charges you posted a screenshot of and none of our products are that price, although the exchange rate to euros changes daily so that makes it difficult to know what that might have been for. WE don't do any sort of partial payments or anything and all of our prices are hard-coded into the order system.. The best thing to do is to dispute the charge with your issuing bank. I'll contact my processor with the charge information you sent but it being from so long ago, I'm not sure they'll be able to help.