Complaints

• Initial Complaint

  02/17/2025

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid for the software over $2000.00 and now I can't use it. I am on a fixed income and can't afford to keep buying it or rent what I own. I want to use the 2008 mechanical software. I can't afford another computer.

  Business response

  02/18/2025

  Hello

  I've asked a member of my team to reach out regarding this complaint on Autodesk Support Case ******** in order to follow up. Please send any additional information, such as the license registration information, in reply to emails from that support case.

  Thank you

  Autodesk Client Services

• Initial Complaint

  02/12/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Auto desk agent advise for me to renew my subscription to receive 30 days of license for Autocad *** it expires after 2 days and they said since I called on the 15th day of it being expired I cannot get a refund. My children had the flu and I was unable to use the program and o would not have known about this. They are refusing to refund me back and provided horrible service.

  Business response

  02/16/2025

  Hello Ms. ******* (and BBB Team)

  It looks like this complaint was followed up on through Autodesk support case ********. Please let us know if there are further questions we can help to follow up on and we'll look into them promptly.

  Thank you

  Autodesk *************** Team

  Customer response

  02/17/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. They did not offer a resolution however my credit card is now handling the claim, thank you. I will close the BBB claim for now.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  02/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They charged me 476 dollars for a subscription to their 3d modeling software, and I never received access. They also refuse to refund me the money OR give me access to the software.

  Business response

  02/03/2025

  Hello team

  ********* from our team reached out to the customer on ********************** support case ******** by phone to confirm we had provided access according to the order, access beginning today. This was confirmed via phone to be satisfactory.

  Thank you

  Autodesk Client Services

• Initial Complaint

  01/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 13th I was charged $2108.56 I did not notice the charge until the end of December. I reached out to **************** they said it was a a recurring subscription and it was a valid charge. I reached out to Autodesk (Jan3 )and explained that I did not have access to that account or the email attached to it. they stated since it has been longer than 30 days since the charge I was not eligibly for a refund. so now I'm pay for a full year of something I do not have access too nor need access too. If they will not refund the entire amount I should at least be credited for the next 10 months.

  Business response

  01/09/2025

  Hi team

  We have created Autodesk support case ******** in order to reach out to ******* ****** regarding this charge and how to address the refund. I'm asking a member of my team to reach out in the morning to follow up.

  Thank you

  ******

• Initial Complaint

  12/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  12/19/24 I received an email from Autodesk stating: "Currently, Autodesk offers a 10% discount on multi-year subscriptions when you renew or switch eligible subscriptions to multi-year. This option provides predictable pricing, long-term savings, and the flexibility to pay annually rather than paying for the entire three-year period upfront." It went on to say that starting 1/7/25, that discount will drop to only 5%, and encouraged customers to switch to multi-year terms to lock in the 10% discount now. I was interested in doing that, so I went online to my license renewal section of the website, and found that I could remain paying for the license annually at $480/year, or get a ****** term for $1365. This calculates out to a savings of only 5%. I used Autodesk's live chat feature to ask why I wasn't getting the 3 year term offered at $1296, and the agent was unable to help. I started a case with customer support, and after many back and forths, they told me that the 10% applies only to those who buy the software license today at the current market rate of $505/year. They maintain that the annual price I pay of $480 is already discounted (although it does not indicate that anywhere on my online account), so all they were willing to discount was an additional 5%, which is how they came up with a 3 year term of $1365. I told them that their email is false advertising, aimed at existing customers with upcoming renewals, who are NOT the people who are buying their license today at the market rate. The amount of money here is not the issue, it is that they are sending out lazy, misleading communications, hoping that no one bothers to pull out a calculator and check their faulty and bad math. I have attached the full email here for your review. Thank you.

• Initial Complaint

  12/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a computer aid design program (AutoCAD 2017) on 05/06/2019 from Best Buy Softwares. They were an Approved Partner for Autodesk Corporation. They installed AutoCAD 2017 on my **** computer and registered the installed product with Autodesk. Every time the software is accessed, it connects to Autodesk and request authorization/verification to use the software. Which now does not work.Apparently, Autodesk data base has lost all authentication for my software and I am unable to access any of my *****+ files (.dwg files) ranging in dates from 06/07/2019 to 11/11/2024. The software will not start. I have no control over Autodesk computers or databases and it is their responsibility to maintain their system. The ******* support group refuse to correct the problem. I have provided them with the sales receipt and multiple proofs that I have a legitimate installation of the software. The purchase cost of the software is minimal when compared to the thousands of man hours invested in developing the .dwg drawings that are now inaccessible. Although most of my drawings are personal, I also have clients of my consulting service who occasionally require printed drawings, which is now impossible.Upon opening AutoCAD 2017 (Autodesk authentication), I get the following prompt:The License manager is not functioning or is improperly installedI have communicated with their Customer Support team (Case ********* concerning the problem and they state that there is nothing they can do.An acceptable resolution would be for Autodesk to fix the problem at their facility such that their system will authorize my software. Or whatever solution will allow me to use my AutoCAD software.The above text and additional verification information is provided at attachment "Authenication Problem.docx"

  Business response

  12/18/2024

  Hello BBB Team
  
  As we communicated on Autodesk support case ********, the license information provided was invalid and does not appear in our records. The receipt provided and information given to Autodesk on our support case ******** indicates the purchase was from *****************, which is not an authorized Reseller. We have created a new support ticket (Autodesk support case ********) to reach out to the customer and discuss further options.
  
  Thank you

  Customer response

  12/19/2024

   
  Complaint: 22677614
  
  I am rejecting this response because:

  The Autodesk response states that ***************** is not an authorized Reseller".  I agree that is true today because they are out-of-business, but back in 2019 when I purchased AutoCAD 2017 they were on the Autodesk list. I'm not sure what it was called then. Today, the Autodesk on-line page "Partner Finder: Approved consultants who can help at any stage"  list 91 companies. But there is no caveat stating "Any license / serial number which is purchased through a third party vendor will not come under Autodesk database hence, we will not be able to fetch the data and we will not be able to support further." Which is the text in the Autodesk email I received on 12/13/2024 regarding CaseNo:23466612.
  To me, and I assume the general public will find this analogous to the local car dealerships listed on a **** web page. But in this case **** does provides the service warranty, not the dealership.

  Please see the The attached License Manager which clearly shows ********************** as the license entity and incorporate the ********************** logo.
  
  Perhaps the Better Business Bureau can provide a caveat with respect to Autodesk stating "Any license / serial number which is purchased through a third party vendor will not come under Autodesk database hence, we will not be able to fetch the data and we will not be able to support further."
  
  

  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 08-23-2024 our company **************** was charged $490.50 for an ******************* However, we have been locked out of the software that we paid for the license renewal. I have tried to contact the company and Autodesk stated, "we cannot find your account or any information about your subscriptions". I called ************ for help and clarification in this matter but was hung-up on repeatedly. I don't understand how Autodesk can find our information to charge us but cannot simply renew our subscription as promised. We would like to be refunded for this charge. Especially, since we do not have access to the software we are paying for. We will be looking into alternative software due to this issue.

• Initial Complaint

  08/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Today, I recieved an unsolicited spam e-mail from this business. I do not have an account or any relationship with Autodesk.I attempted to unsubscribe from the e-mail, but there was no option provided to do so. Attempts to contact the business directly to notify them of this issue were not successful. There seems to be no way to contact a human being without creating an account, which I do not have or want.The business is instructed to cease all attempts to send me e-mails, and remove me from any mailing lists or databases.

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our company has used this software company for years without issue. We switched from the office computer to the shop one so we could edit the file in real time. 3 MONTHS after our renewal, we get an email from autodesk stating we violated their copyright policies and we needed to pay them $****** in damages. No email or warning to state we weren't allowed to use it on multiple computers. It was with the one account, so we thought it was fine. We are a small company. We have 1 person that uses autodesk and one person only. We tried reaching out to the company who threatened to take us to court, wouldnt tell us anything more about what we did wrong. Wouldn't connect us with a supervisor. Basically scared us into paying the ****** by agreeing to buy 3 YEARS worth of the product to make up for this supposed infringement. In the end, after trying to talk to multiple people, one person told us it was simply because we hadn't LOGGED OUT of one computer before signing into the other.... If this is such an issue, you would think with a company that charges $8,000 plus for software they could put on a line of code that KICKS the user off if they sign in somewhere else... But then how could you rip people off. We wiped our hands of it, cancelled our subscription and autorenew, but unfortunately they wouldnt allow us to delete our cc on file. Well 3 years later, just this month, They just charged us $8,000 to renew this service! No email letting us know, no invoice sent, just a nice surprise on our credit card for a service we 100% tried to cancel. Any of the call back options on the computer conveniently give an error when you try to use them. When you go in our account information, there are no invoices to see, no order history to see, just this $8,000 subscription charge on our credit card and another one due for **** that we can't cancel. We are just disgusted with this company.

• 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,
  
  ***************

*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. ↩