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:02/06/2025

  Type:Product 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.

  My initial point of contact was with Mr. ***** ********, followed by Mr. **** ********.We originally purchased the cloud-based version of the software, only to discover that it did not meet our needs due to significant internet latency issues. On your companys recommendation, we proceeded with a refund request, which was approved verbally but never fulfilled. Despite making well over a dozen attempts through phone calls and emails, I have received no response or resolution.Compounding this issue, we currently hold an active license but have no way to access the software or manage it. The initial setup was performed by an engineer who is no longer with our company, and no instructions or documentation were ever provided to facilitate ongoing maintenance or updates. We have sought this information repeatedlysuch as how to download the software, install updates, and access the license management portalyet have received no *********** this point, we have involved three different people on our end to resolve these issues, all without success. We find this level of inattention and lack of communication entirely unacceptable. Should this matter remain unresolved, we have no choice but to request a chargeback from our bank.I respectfully request immediate assistance in:1.Issuing the previously promised refund for the cloud-based product that did not meet our requirements.2.Providing comprehensive instructions on how to access, install, and update the software under our active ****************** we have proper access to any portal or dashboard required for license management.

  

  Business Response

  Date: 02/25/2025

  Hello Mr. ************** have taken note of the complaint.  DS has attempted to reach out and obtain additional details to resolve the issue, but have run into challenges properly engaging.

  We will contact *** **** via email at ******************************************.

  Regards,

   

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

   

• Initial Complaint

  Date:01/14/2025

  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.

  Bought what I believed was a subscription for a year to a DOWNLOADABLE version of Solidworks with 3DS. However, they never sent the product code. When I was finally able to get onto the 3DS platform (which still is not fully functional), there was no download available nor access to CAD. I tried contacting them multiple times, and never heard back. Finally was able to send a message through 3DS after talking to a CAD reseller and sent a help message. I just want my money back at this point. I am a small start up and a disabled veteran. Yea, we are gonna play that card since this company deserves to get flamed.The help message got routed and then I was unble to access the support portal at all for over a week. When I finally heard back and was able to read their useless babble, they refused to refund! Absolutely ABSURD. They failed to even activate my account and somehow it is my fault? Nah, give me my money back. I will NEVER deal with Solidworks again after this and am telling EVERYONE I know in manufacturing (which I am a member of several groups and professional organizations, so enjoy). They are full on disgraceful for this. 3DS is a mistake and they need to just end its miserable existence.

  Customer Answer

  Date: 01/24/2025

  Better Business Bureau:
  

  They contacted me directly, finally, through the internal methods I had been trying for months.  It is not resolved.
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:12/22/2024

  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 have been a member of 3DEXPERIENCE SOLIDWORKS Professional since April 2023. In February of 2024, I made the switch from a monthly subscription to an annual subscription. For the last 11 months, the monthly subscription has been charged even after switching to annual. I required a major surgery in April and just now noticed these charges. Upon noticing, I reached out twice to the Dassault Systmes Customer Support requesting both understanding and refund. Both times concluded in the following macro response and closure of the ticket:"Hello,We just received your cancelation request.Unfortunately, as described on our Frequently Asked Questions page, cancelation requests have to be made within 15 days of the initial purchase and we do not issue refunds on subscription renewals... check our FAQ or fill out a contact form"FAQ states:"If you want to switch your subscription length (e.g., from a Monthly to a Yearly plan), you will need to place a stop on your current subscription and re-purchase the new plan once your current subscription ends."My Orders, Dates, and Charges:RN954579076135 Jan 8 $16.22 - Monthly ORD166005708741 Feb 8 $51.94 - Annual RN213036436725 Feb 9 $16.22 - Monthly RN173230627022 Mar 7 $16.22 - ""RN552047854361 April 7 $16.26 RN869308724324 May 7 $16.26 RN460505733689 June 7 $16.26 RN596497895494 July 7 $16.26 RN639882052546 Aug 7 $16.26 RN943715864260 Sep 7 $16.26 RN217408478316 Oct 7 $16.26 RN764181028635 Nov 7 $16.26 RN418635338217 Dec 7 $16.26 The right thing to do is refund as it is the exact same service, exact same customer/account, and charges for concurrent services. The wrong thing to do is reply to the customer with no information, rejection of the request, and direct them to FAQ.Included screenshots from bank charges, email response, and subscription management page.I wish to find a positive resolution in continuing my annual subscription and refunding $178.78 in total for every month after the successful annual switch.

  Customer Answer

  Date: 01/01/2025

  Buissness's response:

  "Hello ***** ,
  Thank you for reaching out to us regarding your concern. We sincerely apologize for any inconvenience caused by the recent renewal charges.
  
  We have reviewed your request and are pleased to inform you that we will be processing a refund for the renewal payments made from February 2024 through December 2024. The refund amount will be credited back to you within 7-10 business days.
  Wishing you a happy holiday season! If you have any questions, feel free to reach out.
  
  ????? / Best Regards, "

  Better Business Bureau:

  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased a seat of ********** in November of 2023. My computer went bad in February of ************************************************************** to transfer the seat to my new computer and now they have charged me for a renewal of the original seat without my permission. Because I declined the renewal (which they still charged me for) they are deactivating the second seat I purchased which should still be good until February. I have tried to contact them online with no luck. I tried calling them but their phone system runs you around in circles without ever connecting you to anyone. I know they want me to just give up and take the hit but I am afraid in February we will be playing this game all over again. I would appreciate any help you can offer with this. Thanks

  

  Business Response

  Date: 11/07/2024

  Hello,

  I acknowledge receipt of this complaint and will investigate promptly.

  ***** **********
  DASSAULT SYSTEMES

  Customer Answer

  Date: 11/07/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  I wanted the company to contact me or allow me to contact them so I can resolve the issue. Just saying they will look into the problem is pretty vague.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 11/13/2024

  A refund has been processed and the case is deemed closed.

• Initial Complaint

  Date:08/16/2024

  Type:Product 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 need to know who to report this seller to selling counterfeit Dassault Systmes on ****.

  

  Business Response

  Date: 09/10/2024

  Thank you for reporting this situation.  Dassault Systmes is always appreciative of information regarding unauthorized offerings of our software.
  
  Dassault Systmes software licenses are sold by authorized distributors only.  If you purchased your license from anyone but an authorized distributor, you need to address the issue directly with the original seller.

  Customer Answer

  Date: 09/11/2024

  I understand your point, but my concern isn't about contacting the seller directly. Im trying to find out how to report the seller to your department. According to eBays VERO program information I found here:
  *********************************************************************************************************************
  the email listed for Dassault Systmes is *************************** However, Ive had no response to my emails sent to this address. Could you confirm if this is the correct email?

• Initial Complaint

  Date:07/16/2023

  Type:Product 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.

  Subscribed June 28. Could not get access to software because the web UI would endlessly load. Tried multiple browsers, ********* edge worked looking enough to try downloading SOLIDWORKS, but it stopped working and have not been able to gain access since.Attempted to request refund and cancellation on June 30th, and got told to contact different support.July 3 requested refund and cancellation and refund again. They responded with instructions on how to cancel which won't work, because you need to use the web interface that doesn't work.July 6 requested refund and cancellation again as previous response was unhelpful. They also said they will not refund. The next response just said the same thing again as if they are no longer bothering to read my responses.July 7th I once again outlined the technical issue and stated this will be my final attempt requesting refund and cancellation from their end or I will resolve this issue through my bank.Their response said they have cancelled the subscription from their end, but ignored the request for refund.July 12, got an email stating the subscription will be renewing for next month.I have gotten a refund from my credit card company. The subscription is still not cancelled. I will dispute the next change on my credit card when it appears.

  

  Business Response

  Date: 07/17/2023

  Hello ******************,

   

  We acknowledge receipt of your case, which we are looking into immediately.  Our sincerest apologies for any inconvenience this may have caused.

   

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

  DASSAULT SYSTMES

  Customer Answer

  Date: 07/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:05/21/2023

  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 purchased solidworks for makers from dassault systems and i have no access to anything and cannot get a reply from customer service. ******************** does not give an easy way to cancel your subscription and i will have to most likely stop payments from my card in order to end my subscription for a product i have not received and can not get a reply regarding fixing it.

  

  Business Response

  Date: 05/23/2023

  Hello Mr. ******,

  
  We regret the inconvenience this may have caused.

  We reviewed your case, below are the details:

  - User purchased a license on Sunday, May 21st and did not have access to his purchased environment.
  - Two support inquiries were received on Sunday and answered on Monday, May 22nd by our support team asking user for more details.
  - The issue was located by our support team after an in depth analysis on Monday, May 22nd.
  - An isolated technical issue was identified on users environment.
  
  
  DASSAULT SYSTMES proposes two options to select from.  The options sent via email on Tuesday, May 23 to ****************:
  - Cancel and refund the order. User will no longer have any ongoing subscription on our services.
  - Refund the first month and keep the license going. User will be able to stop it at any time via his environment. 

  Please let ** know and we will refund on the option you prefer.

   

  Sincerely,

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

  DASSAULT SYSTMES

• Initial Complaint

  Date:03/22/2023

  Type:Customer Service 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.

  3DEXPERIENCE SOLIDWORKS auto renewed on 25 November 2022(order # ORD832172755318) and with the software the subscription claims that it has not been renewed and the software is not usable. there is no way to contact them as the 3DEXPERIENCE maker get no support from them. they make it impossible to try and cancel you subscription . the software dose not work as 3DEXPERIENCE SOLIDWORKS claim it would. When you do call them they send your phone call to a support line that will not talk to you due to you not having paid support.

  

  Business Response

  Date: 03/28/2023

  Hello,

   

  I acknowledge receipt of your request, which we are promptly investigating and will provide you with a resolution shortly.

   

  Our apologies for any inconvenience this may have caused.

   

  Regards,

   

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

  DASSAULT SYSTMES

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Im sure were on the right track, but obviously acknowledging that we need to look into. It is not a resolution. Thank Thank you for your time. I wish I couldve found a way easier way to reach out without involving a third-party.
  
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 04/12/2023

  Hello,
  

  Our apologies for a miss step ...our response was posted on March 31, 2023, but seemingly not saved.
  

  Below is the status:

  The license was scheduled for renewal November 23, 2022, from an initial purchase of a Makers offer on a yearly subscription made on November 23, 2021
  

  - Customers have until 30 days prior the subscription renewal date to unsubscribe
  - An automatic email is sent 60 days prior the renewal date and a reminder 45 days prior the renewal date to inform of the coming renewal services
       - In the emails, instructions are provided to update subscriber and subscription information.  Attached to the email is a quote with pricing and terms
       - The emails contain a direct link to the customer profile to update details (ex:  payment information, contact information)or STOP the license and unsubscribe
       - There was no request to cancel the subscription by the due date
  - The subscription was automatically renewed November 23, 2022
  - DASSAULT SYSTMES never received a request to unsubscribe
       - On March 21, 2023, the customer requested a STOP to the November 23, 2023 renewal
       - The license remains active through November 22, 2023, when the cancellation of the subscription will take effect

  Regards,

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

• Initial Complaint

  Date:09/26/2022

  Type:Product 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.

  Made a subscription about a year ago to the makers license of ********************. I stopped using it several months ago. Since then I have tried several times to cancel but it's always said there were problems on their end. I've tried calling and emailing but have never had a response to email and always get turned to the website on the phone and they refuse to talk to me after that. I just got charged again and need a refund of the new charge and the subscription canceled

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  I acknowledge receipt of the complaint and am investigating.

   

  Dassault Systmes