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:07/22/2026

  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.

  We had a single license registered to me (the owner of the company) and was set up for our internal project designer. We were informed that our license was suspended due to sharing a license. I stated I only set up the account and pay for it, but the program is only installed on one PC for one person to use. I was told that I would have to speak with a manager for resolution. We waited a few days and did not receive a call from a manager. I called back in, and the REMOVEDwas able to get a manager to speak with me. He essentially told me that I would need to purchase additional licenses. I asked why we couldn't just transfer the existing license. He then stated that he told me I need multiple licenses, but if I don't want to do that, then this software (Structure Studios) is not for me. I tried to explain again that we only use this on one computer and one person accessing it, and he didn't want to hear it and cancelled our account. We have never ever once had an issue with Structure Studios, but based on other newer reviews, this must be a new directive that was not thought out or explained correctly. I have never received such poor customer service from any company, let alone a major software company. I am the President of a very large REMOVEDand will be sending out a message to our 800 members to move away from this software package.

• Initial Complaint

  Date:06/11/2026

  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.

  I previously worked for a company that i used structure studios to design pools. I resigned from that position and about a month later I decided to be an independent contractor. So i went above and beyond to do things the right way and I bought a brand new computer to support the software and I purchased the vip3d software on 06/07/2026 in the evening. I got one day use of the program before being locked out saying that my key has been disabled on 06/09/2026. The problem is that i was linked to a previous software. I explained I am no longer with the company. Not hard to see that and also see a brand new license was bought with a completely different card. The matter should literally only take a couple minutes to resolve, but they estimate that it takes REMOVEDhours to resolve and the accounting team is working it. When asked to speak to management, you get a reply from the customer service team (which is only 3 people REMOVED, REMOVED, and someone else) saying that they have absolutely no one else that they can transfer you to but they will note it on the ticket. I called a few times to check on account because apparently this is a very common issue and i was hoping to expedite the process. 06/11/2026, two and half days basically gone without work because i live in REMOVEDand there is a time difference of three hours. So i have to wait until 10 am to call them at 7am. Understandable, time differences happen. but they are unwilling to help. So 7am on 06/09/2026 until 10:45 am on 06/11.2026 still no response except they are working on it. Very bad business model they are running and no help to the clients that buy their product

• Initial Complaint

  Date:06/04/2026

  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.

  They flagged my account and cancelled my license after them thinking two people were using my license. I have only ever been the only one to use my laptop and the design program. Now they will not allow me to have my license without purchasing two. I am an independent designer and a single mother. I cannot afford 2. Their customer service is TERRIBLE. They have zero integrity. Theyll cancel your license but keep your money for a product theyre not even allowing you to use.

• Initial Complaint

  Date:04/28/2026

  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.

  After contacting the company with an issues of the program they suddenly, without an email or call, deactivated the account. When I purchased the software I only used my name and company name to sign up. My wife reached out to tell them that the software was not letting us log in and that there were three charges on our bank account for REMOVEDwhen we only purchased and were able to download one. I purchased this software for the sole purpose of giving my clients pool designs and because of them shutting it down unexpectedly, we have lost out on two major projects that affects my income. They are stating that because my wife (which is the only person who uses the software and is the designer for my company) is using the software, and my name is on it, that we have been cancelled and they will not refund the money for the software or the unauthorized charges for the REMOVED. This came as a surprise to us. The representatives we spoke with (REMOVEDand REMOVED) on the phone were very rude. They said I would have to purchase another license for my wife to use it when we already spent $1500 on a years license. This is unacceptable. When asked to speak to a person higher up in the company to try to resolve the issue they would not let me. I want a refund for the license $1497.00, at least for the 8 months we can not use it, and for the unapproved charges for the 2 REMOVEDthat was $29 each.

• Initial Complaint

  Date:03/24/2026

  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.

  I am filing this complaint regarding the unexpected loss of access to our 3D design software, which is critical to our business operations.Our account was suddenly shut off without any clear explanation, prior notice, or justification. At the time of the shutdown, our subscription was active and in good standing. This disruption has directly impacted our ability to complete ongoing projects and has caused delays with our customers.We have attempted to resolve this issue by contacting customer support, but have not received a timely or adequate response to restore our access.This situation is unacceptable for a paid service that our business relies on daily. We are requesting the following:Immediate restoration of full access to our account and software A clear explanation for why access was terminated Assurance that this issue will not happen again without proper notice Consideration of compensation or credit for the downtime caused We expect this matter to be resolved promptly. If not, we will be forced to explore alternative providers and take further action.

• Initial Complaint

  Date:03/24/2026

  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 are a landscape contracting company that has relied on Structure Studios for 3D design services as a core part of our sales and fulfillment process. Unfortunately, our experience has become extremely disruptive and costly due to ongoing account access issues.Our account was frozen due to a billing discrepancy that has since been fully resolved. Despite this, access has not been restored. Over the course of several weeks, we have repeatedly contacted their team and have been assured that the issue would be fixed soon, yet no meaningful progress or resolution has occurred.This situation has had serious business consequences. We have been unable to deliver designs to our clients, which has directly impacted our ability to close and fulfill projects. As a result, we estimate that this disruption has contributed to over $1,000,000 in lost revenue, in addition to reputational damage with our customers who are now questioning our reliability.Beyond the financial loss, the lack of urgency, transparency, and follow-through from Structure Studios support and billing teams has been unacceptable. We understand that administrative issues can arise, but weeks of inaction after resolution of the billing matter reflects poorly on their operational standards and customer support.We are submitting this complaint in hopes of a prompt and definitive resolution. At minimum, we are requesting:Immediate restoration of full account access Clear communication regarding what caused the delay Assurance that safeguards will be put in place to prevent similar disruptions in the future We would prefer to resolve this matter directly and continue using the platform, but the current situation is unsustainable for our business.We strongly urge Structure Studios to address this issue immediately.

  Customer Answer

  Date: 04/07/2026

  I would like to remove my complaint  from the organization. A resolution has been made. 

• Initial Complaint

  Date:03/10/2026

  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.

  we do not have access to our subscription we have been paying for. customer service will not respond.

  Customer Answer

  Date: 03/10/2026

  Spoke with Structure Studios on 3/10 with rep REMOVEDand manager REMOVED. 
  was told if I took down the poor review I posted on REMOVEDand rescinded this BBB complaint, they would only resolve the issue after I took those actions. 
  

  we are requesting a refund in full for the year subscription paid in advance we are blocked from using. 
  

  was asking for rights to our subscription and no longer want to continue our relationship. A full refund is requested. 

  
  

• Initial Complaint

  Date:02/19/2026

  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.

  I am submitting this complaint regarding Structure Studios for charging fees for services that were never accessible or usable, followed by an express refusal to provide service or resolution.On or about February 5, 2026, I was charged a $95 activation fee and $147 for the first month of service. From the moment the account and license key were issued, the product has been locked and unusable, and no functional service has ever been delivered.Beginning on February 6, I submitted multiple documented email support requests notifying Structure Studios that the account was inaccessible and requesting assistance being advised it takes REMOVEDhours for support to correct the issue. Despite these timely and good-faith efforts, the issue was not resolved, and I received inconsistent responses without restoration of service over the course of nearly 2 complete weeks.On February 19, during a telephone conversation to follow up with the support request, at approximately 1:30 p.m. EST, a management representative of Structure Studios expressly stated that the company cannot do business with you and abruptly terminated the call. This constituted a clear refusal to provide the services for which I had already paid.Immediately following that call, I sent a written email demanding a full refund based on the companys refusal to provide service and the fact that the product had been unusable since inception. To date, the matter remains unresolved.The circumstances of this experience closely mirror patterns described in other publicly available complaints regarding this business, involving fees charged for services that are inaccessible and unresolved support REMOVEDall times, my communications were professional, documented, and focused on resolution.

• Initial Complaint

  Date:09/02/2025

  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.

  To Whom It May Concern,I am filing this complaint against Structure Studios for what I believe to be deceptive and potentially fraudulent billing REMOVEDthe past month, my account was charged over $600 for two product keys, even though I only required one. When I contacted their support, I was told that I could not have two keys, and one was subsequently disabled. Despite this, no refund was issued for the duplicate charge.Worse, my existing active keyalready paid forwas later disabled before the billing cycle had even ended, making it impossible for me to access the software I had paid for and disrupting critical business deadlines.The way this situation has been handled makes it appear that Structure Studios billing department may be engaging in systematic overcharging and premature service cutoffs in order to extract additional payments from customers. In my view, this behavior goes beyond poor business practice and borders on fraudulent conduct.These actions have caused both financial harm and reputational damage to my business, which relies on uninterrupted access to this software. I believe other consumers are at risk of similar treatment if this pattern of billing abuse is not addressed.For these reasons, I strongly urge the Better Business Bureau of Nevada to not only hold Structure Studios accountable in my case, but also to conduct a formal investigation into their billing practices to determine whether this behavior constitutes a broader pattern of consumer fraud. Specifically, their conduct appears to fall under Nevada Revised Statutes (NRS) Chapter 598 Deceptive Trade Practices, which prohibits misleading billing, misrepresentation of services, and unfair methods of commerce.

• Initial Complaint

  Date:08/15/2025

  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.

  Purchased a software package and make and called to get help a feature of the software and to ask questions about adding more users to the software on a company level. Myself and a co worker made the call. We were then told, after we were both asking questions, that the REMOVEDwas not able to help us and we would be banned because I was the only one who was allowed to access the program purchased. They then blocked me the following day and took my design and will not release it. This is insane.