Business Profile

Computer Software

Trimble Inc

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Complaints

This profile includes complaints for Trimble Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

10 total complaints in the last 3 years.
6 complaints closed in the last 12 months.

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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:12/30/2024
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.
Dear Better Business Bureau,I am writing to file a formal complaint against Trimble Inc. due to their failure to respond to my refund request after an auto-renewal of my subscription. Despite immediately reaching out through their specified channels and following their stated refund policy, my attempts to communicate have been consistently ignored.Upon the auto-renewal of my account, I promptly contacted Trimble via their online email form to request a refund. Receiving no response, I spent considerable time searching for additional contact methods, including direct emails and phone numbers. Despite multiple emails and voice messages, there has been no acknowledgment or reply.This lack of response has persisted for over a month, and I find it increasingly difficult to reach a resolution or even speak to a representative. This experience feels predatory, especially given the absence of viable contact methods for customer support.
Business Response
Date: 01/06/2025
Hello,
We have cancelled and refunded the subscriptions for this customer on 12/30.
Additional Details:
This customer submitted their initial request on 11/23 and our support team responded back on 11/25 asking a clarifying question ... Trimble never heard back and thus closed the case.
This customer again submitted the same request on 12/30 and Trimble at that time processed the full refund for 2 Go Plans and then notified the customer via email and closed the case.
If you have additional questions please don't hesitate to reach out with my contact details below:
Best,
JR *****
Sr. Director Global Support

*****************************************************************************************************
************ Direct ************ Mobile
******************************
Initial Complaint
Date:11/18/2024
Type:Order 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.
At the beginning of the year, I required access to the software solely for a past project. Trimble sales representative ******** ******* proposed a prepaid option, explaining that payment would only be required when I needed access. Specifically, I was informed that this was a month-to-month, prepaid arrangement, where payment at the start of each month would grant access for that month. I took steps to confirm multiple times that this was not an annual contract. The contract that I singed is a 30 days contract see attachment. However, I keep receiving invoices from the company and they mentioned I signed the yearly contract and I have to pay the full 1 year subscription amount. This is concerning, as it conflicts with the agreement initially presented to me. This change gives the impression of misrepresentation.
Business Response
Date: 11/19/2024
Hello ****** ****,

In response to your filing with the BBB we Trimble have the following response:

As stated in both conversations and email correspondence we Trimble do not offer any 1 month subscriptions or offerings that allow you to pay for use up front and/or turn the service on at some point down the line when you need it to review past projects. If you have this offering in writing from Trimble please provide a copy of such correspondence.

Also note in the Quote PDF document that you supplied Terms and Conditions Item 3 states MONTHLY AUTOMATIC RENEWALS. All monthly subscriptions will automatically renew for subsequent monthly terms at the then-current pricing and then-current terms stated in the renewal notice,unless
either party provides the other with notice of cancellation prior to the expiration of the then-current term.

We Trimble believe you signed a contract for Subscription with a monthly payment option that renews and bills monthly for 1 year.

Further discussions can be had directly with your currently assigned Account Manager
******* (****) ******
Account Executive - US ******************************** | Steel & Concrete
******************************************************************* | ************ (m)

Or your assigned Collector
***** ********
Credit & Collections Specialist
******************************************************************* | ***************

Best,
Trimble
Customer Answer
Date: 11/19/2024

Complaint: 22574102

I am rejecting this response because:
I am writing to address an issue regarding the terms of the contract I signed, as explained to me by your sales representative, Mr. ******** *******. Based on the information he provided, I understood that I was entering into a prepaid monthly contract. Specifically, I was informed that I would only be required to prepay for the months when I needed access to the old project. Furthermore, it was clarified multiple times during our phone conversations that the contract was not an annual agreement, but instead had a 30-day duration from the beginning of the month to its end.
Upon reviewing the documents I signed, I found no indication or terms specifying a one-year commitment. Had the agreement been presented as an annual contract, I would not have signed it and would have reconsidered my options accordingly.
It appears that either:
The information provided by your sales representative was misleading, leading to a misrepresentation of the terms of the agreement; or
There has been a retroactive change to the terms and conditions of the contract after my signing.

I look forward to your prompt response to resolve this issue amicably.

Sincerely,

****** ****
Initial Complaint
Date:07/26/2024
Type:Service or Repair 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.
In 2015 I purchased Sketchup Pro 2016 for $519.40. In 2018, several core features of the software stopped working due to a contract with the previous owner ********* At that time Trimble refused to offer any constructive solution to the loss of functionality that was advertised and sold with the software. In July 2024, I needed to access files saved in the .skp format and convert them to a more usable format for work. After finding the software installer I installed the software on two computers, but the software would not activate. I reached out to Trimble support and they informed me that I can no longer activate the software. This renders a product I paid for to no longer work and there was no effort to provide similar functionality. The software was sold with a "perpetual" license. That implies that the license is "forever." If, when I bought the software it would have been presented to me that what I was buying was a $500 temporary use fee, I wouldn't have paid it. Trimble either misrepresented the product at the time of sale or materially changed the contract after the sale. First by removing functionality that was marketed and sold with the product in 2018, and again in ****************************************************************************** the end, rather than purchasing a tool I can use, I paid to use a tool for a brief period of time (2 years), which is not what was sold to me at the time of purchase. I have asked for a solution in the past and again now, and the only remedy was for me to pay more money. At this point, I either want a full refund, the software to function as designed when purchased, or a replacement of equal value.
Business Response
Date: 08/08/2024
Support Leadership from Trimble has reached out to this customer ... discussed his compliant and worked together on a solution that was accepted by both parties.
Initial Complaint
Date:06/17/2024
Type:Order 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.
From: ************************* ******************* Subject: Re: SketchUp Support Case: ******** - Technical Support Date: June 17, 2024 at 8:35 AM To: ProSupport *********************** What is the plan? Why do we have to be subjected to this torture that does NOT work!! What are you trying to SELL? I have been using sketch up for years and never had this NONSENSE... Paid all this money for nothing. Cannot even access my files.Find a simple solution with TRIMBLE or since I have nothing to do, I am going to start a CLASS ACTION SUIT for thievery.On Jun 17, 2024, at 7:08 AM, ProSupport <***********************> wrote:Hello *****,Thanks for reaching out to SketchUp Support!The SketchUp End User License Agreement (****) limits the amount of installations and authorizations for each application included in your subscription to two instances or devices. If you try to install and authorize an application on a third device or open a third instance of an application, you'll see the message you claimed.For example, installing and accessing SketchUp 2024 counts as a third instance.Just sign off (on the start window of SketchUp click on the round icon with a person in the upper right corner and click sign off) and close anything to do with SketchUp on your PC first.Then log into the *** ******************************************************* with the same email and password you use for SketchUp - the email that gives the error! Go to My Products > View Included Applications > Select SketchUp Pro and click on Manage devices > Confirm Deauthorization Then, go and open SketchUp and sign in.For detailed instructions, please see this article in our ******************************************************************** If the above doesn't work, please try the following steps exactly as described, this should get you up and running:For Mac:1) Close all instances of SketchUp and LayOut by right clicking on their icons in the dock, and clicking "Quit". Failure to complete this step will prevent these
Business Response
Date: 06/18/2024
Hello,
I have alerted a Sketchup support manager to the complaint. He is working to reach out to this customer directly to help resolve their issues.
Best,
JR *****
Sr. Director Global Support

************************************************* US
************ Direct ************ Mobile

www.trimble.com
Initial Complaint
Date:06/14/2024
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.
Purchased original license June 2023 and had cancelled service through Apple. There was no notification of an impending renewal charge and Trimble's website made it difficult to navigate to understand that there was still an active subscription. Requesting cancellation of service, and refund of renewal charge of $345.
Business Response
Date: 06/17/2024
Hello,
We have created a case to request a refund for this customer. The email communication about this has also been sent directly to the customer.
Please contact me directly with additional questions.
Regards,
JR *****
Sr. Director Global Support

************************************************* US
************ Direct ************ Mobile

www.trimble.com
Customer Answer
Date: 06/21/2024

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,

*******************
Initial Complaint
Date:04/23/2024
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.
We are paying for a remote desktop program which has continued to not work as it is supposed to. When we have an issue, we open a case with the Trimble, ***** but there is often not a resolution or it is weeks before the resolution occurs. This is costing our company money in lost productivity and having to do double work for a service which doesn't operate as it should. For example, the current issues I am having with the remote desktop program has been going on for 6-8 months now. I have opened multiple cases about this and continue to have the same problems.
Business Response
Date: 04/23/2024
Hello,
We have received the compliant and contacted the customer directly.
We have one open case in an active state with the customer, and we are waiting for them to confirm a time to meet and discuss/work through any reported problems with the system they have purchased through Trimble.
We will continue to work directly with this customer.
Regards,
JR *****
Sr. Director Global Support

************************************************* US
************ Direct ************ Mobile

www.trimble.com
Customer Answer
Date: 04/24/2024
I have been working with the viewpoint representative to solve the issues. We have not come to a resolution yet. Once we do I will happy to mark the complaint as resolved and that we are satisfied with the result.
Customer Answer
Date: 05/20/2024
Trimble has satisfactorily responded to the issues we had, placing a lot of attention to our needs. They also had a customer service representative reach out so they could discover the root of the issues which led to this reporting and our initial complaint. Trimble showed a great deal of concern with the previously unresolved case issues we had with them and took the time to have an online meeting to get to the root of the problem to ensure this does not happen again. I was very satisfied in their response and their desire to make sure their customers are pleased with their service.
Initial Complaint
Date:02/04/2024
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.
Complaint against Viewpoint for ProContractor One product: On October 23, 2023 we, White **** Mechanical, entered a contract with Viewpoint to begin receiving training to allow us to implement the software we purchased from them. We received our invoice on 11/3/2023 and paid our initial balance of $9,200.00 ($8500.00 for ProContractor One Software, $350 for configuration services, and $350 for orientation services) When we entered the contract with Viewpoint we were very nervous because the only way we could begin training and use their software was to enter a three year contract. We expressed our concerns but were told there was no other way to get started. During the sales and demo period we were full of questions as an ERP software was new to us. We were using QuickBooks at the time of entering into the contract and we were assured that everything QuickBooks can do ProContractor can do and then some because it is so powerful. This was the response I received from the sales team when asking a lot of questions about payroll and recording employee time. When we began training we started to see that what we were led to believe was not true. ProContractor cannot do everything that QuickBooks can do. One major concern was ProContractor cannot automatically submit direct deposit for payroll. We learned we would have to do this process manually. This added extra steps to our workflow and it was not acceptable. The Viewpoint team could not give us any reassurance other than we shouldnt have been told you that ProContractor can do everything QuickBooks can do and then some. Another issue we encountered was how the sales team led us to believe we could bill for our residential services. We were told that we could make a project for each customer and apply billable hours to the projects for the corresponding customer. While we were training, we were told by the trainer that this was not a viable option. This was in early December 2023. The Viewpoint team tried to produce other solutions, but they never met our full needs. They told us we had to accept their suggestions as they were good enough. These solutions did not make the process work as we needed them too. We began feeling misled with the ProContractor software. We started to express this to our contacts within the company. We expressed that they were not meeting our needs as a customer and their response was hostile. We were told that they had not breached the contract. They never addressed these concerns we had about being misled. We declared frustration of purpose with the contract. We asked to terminate the contract due to the misleading sales team. The Viewpoint team has still to acknowledge our specific concerns of being misled and they said they can do the following: Offer us a different product (which would cost more money and we were told that Spectrum, the product being offered. was not ************* for us from the beginning, therefore this is not an option for us) Or they will send us to collections when our year 2 ($8,925) and year 3 ($9371.25) come due. We have been meeting and emailing with the Viewpoint team since mid-December. They are not addressing our concerns. We feel we are being intimidated and strong armed into either using their product or they will hurt our credit. At this point in time we are paid in full and actually have $1,400 credit. We feel that it is only fair to pay for the first year, our training, and orientation. We just want to be released from the remainder of the contract due to being misled with the product as it cannot do the things we need. On 11/3 we paid our initial balance due. As part of our initial contract we were given a first year rebate of $3,400.00. We had to beg to get this applied. I asked 12/29/23, 01/02/24, 01/16/2024, 01/26/2024 why we had not received our rebate and they had no answers. We finally received confirmation that they applied the rebate on 1/30/2024. This was over 90 days after the original date of the contract, 10/23/2023. The invoice they sent confirming they applied the rebate had the 10/23/2023 date on it. I told them I wanted a corrected invoice to accurately show when they applied the rebate. I have had no response yet. When the rebate was finally applied our open balance was $2, 000. Once the rebate was applied we ended up with a credit of $1,400 We were dedicated to implementation and spent 37 hours training for the software. We are not asking for a refund. All we are asking is for Viewpoint to acknowledge we were misled and to release us from the contract. The original purpose of entering the contract is no longer relevant because the software did not perform as the sales team said. Our trainer even confirmed this. We need help because Viewpoint is demonstrating they are unwilling the listen and have no intention to treat us with respect as their customer. We do not feel it is ethical to send us to collection when year 2 and 3 come due. We have no intention of using the product any further and want this behind us. We do not want to have lasting damage to our company's credit. In total we have paid them $14,550 $9,200 (initial software purchase and set up) paid 11/3/23 $1,250 (6.5 hrs. of training and orientation) paid 12/12/23 $4,100 (20.5 hrs. of training) paid 01/23/24 =$14,550 total paid Open balance was $2000 due 2/22/24 - they applied rebate $3,400 leaving us with a credit of $1400.00 Please help us!
Business Response
Date: 02/13/2024
******* serves the business needs of thousands of contractors of all sizes by providing software specifically designed to help them manage their business operations, including accounting. We are disappointed that our attempts at resolution have not been successful with ***** **** Mechanical LLC (***** ****).
***** **** signed ******** standard three year agreement for ProContractor One on October 13, 2023. Prior to deciding to purchase ProContractor One, ***** ****s team attended a product demonstration meeting and an implementation project meeting, among other meetings, and exchanged numerous emails with the ******* sales team. ******** sales team was available for questions throughout ***** ****s evaluation process and would have been happy to clarify specific questions, such as questions related to direct deposit and applying billable hours to a project if such questions had been posed prior to signing the agreement. We disagree with ***** ****s statement that the sale was based on a comparison to ***** ****s existing software, as the product demonstration focused on showing the functionality in ProContractor One and answering questions from the ***** **** team. Ultimately, only ***** **** knows its business processes and could determine whether ProContractor One fits its needs.
We have been responsive to ***** ****s requests as weve tried to work toward a resolution. ***** ****s implementation and training on ProContractor One is approximately a third of the way to completion. We would like the opportunity to continue ***** ****'s implementation and we are confident that we can assist ***** **** in using ProContractor One in its day to day business operations.
Customer Answer
Date: 02/14/2024

Complaint: 21244985

I am rejecting this response because: You have no way to accommodate our service billing needs. Your company has failed each time I have brought our concerns to the table to actually address the concerns directly. We have done 30+ hours of training. We were very close to going live but the same issues kept coming up and we've made it clear that the program is not meeting our expectations and needs based off of what we were sold. I have explained this over and over!
ProContractor One will not meet our needs as we were told it would a signing of the contract. Even your team expressed that the service billing options we were sold were not acceptable or viable options. Your company has failed to acknowledge these failures on your part. We have been dedicated to learning the product and working with you. We had no choice but to sign the 3 year agreement in order to begin training. Now it is clear the product we were sold is not able to do what we need. It will only hurt our business to continue forward with your product. That is why we have declared frustration of purpose with the contract we entered. We have paid for a full year and actually have a credit. We are not asking for any money back. We only want to be released from the contract and to not be sent from collections for the remaining two years for a product that does not meet our needs as we were told it would.
This issues has taken so much time from us and you. We don't understand why your company can't see that your product is not for us, and by continuing to force us into using a product that does not meet our needs hurts our productivity and eventually our credit. You are hurting a very small company that turned to you for potential growth but it has not worked out. Please stop bullying us. It's time to do the right thing and end this.

Sincerely,

***********************
Business Response
Date: 02/21/2024
The product demonstration provided by ******* specifically addressed service billing capabilities in ProContractor. This demonstration was recorded and a copy of the recording has been provided to ***** ******************** learning about ******************* business, Trimbles representative noted that ProContractors functionality might not be suited to that part of ***** ****s business; however, the options available in ProContractor were demonstrated to the ***** **** team to evaluate for themselves.
Towards the end of the demonstration, ***** **** stated that even with hiccups with the smaller services part of its business it would still be worthwhile to move forward in order to use other features in the software. As stated previously, the decision about whether the software would work for ***** **** was ultimately only something that ***** **** could decide.
Trimbles business contacts will reach out to ***** **** directly to further this discussion, as it is Trimbles hope that ***** **** will continue its implementation and obtain the benefits that led ***** **** to purchase ProContractor.

Customer Answer
Date: 02/21/2024

Complaint: 21244985

I am rejecting this response because: ******* continues to ignore our specific concerns and acknowledge we were mislead and mishandled in the sales process. I would like you, *******, to acknowledge our direct concerns and release us from the contract for the next two years due to frustration of purpose with the original contract.
Yes, we worked endlessly with the sales team and we were reassured many times that the options they offered us for service were great and reliable options. We were apprehensive to commit to ProContractor One and the sales team created a demo of their solution to our concerns and they expressed great satisfaction in the process presented to us. We expressed concerns but chose to trust the team and moved forward. Our concerns were expressed as we were willing to work through "hiccups" to get it to work for us. Then in our training with our ******* trainer we were told that the option the sales team offered was by no means an acceptable option and that it was almost impossible because of the time required to implement it for each of our customers. At this time we were very worried and felt we had been deceived by the sales team. Our trainer said she would NOT move forward with the process we were shown in the sales demo. She went to her team and brainstormed another option. The second option is only a bandaid and we did not accept it because it was completely inadequate. As stated in the ******* response, only we can determine that for ourselves not *******. At this time we knew that we had been mislead and needed to stop implementation and that ProContractor One could not provide us the services it promised it could.
On top of this, we were told in a sales session, that was recorded but ******* has failed to give me access to, that ProContractor One could do anything that QuickBooks Online could do because it is more powerful. This was the sales representative's response to my endless questions about it's functionality. I apologized for all of my questions and felt I needed to accept his response and move forward. We came to find out that his statement about ProContractor One being able to do everything QuickBooks could do was not true. We were feeling dissatisfied with this realization and then the inadequate solutions for managing service began to be a problem and we told the team their product is not what we were lead to believe it was and we did not want to move forward with them.
Once we stated these concerns ******* has only pushed us to continue to use their product, offered another product that they specifically told us in sales was not a good fit for us, and threatened to send us to collections if we choose to not move forward with them. We want to be released from the contract. We do not want to do any further business with *******. We have paid our debts through 2024 and only want to be release from the following two years. We are willing to overlook the fact that ******* failed to credit our account with a one time rebate until we had paid our due invoices leaving us with a credit over a $1,000. We are not asking for a refund. We just want to be released from the next two years due to being mislead resulting in frustration of purpose with our contract. We will not allow you, *******, to bully us into using your product that does not meet our needs or hurt our credit. Please acknowledge that we were mislead and release us from the contract.

Sincerely,

***********************
Business Response
Date: 02/28/2024
We disagree with ***** ****s claim of a misleading sales process or that ***** **** did not understand how the software worked prior to entering into the contract. ProContractor One provides the functionality that ***** **** has mentioned in its complaint and has the potential to successfully use ProContractor One in its business.
The option for residential services billing presented to ***** **** during implementation was a variation of the same process presented during the product demonstration. ***** **** explained to the trainer that they wanted one project per customer per time of service. The trainer explained that the preferred solution would be to have one project per customer per year. ***** **** did not give the trainer the opportunity to set up a job to show the complete process from start to finish prior to discontinuing the implementation project.
******* requests that ***** **** continue to communicate with the ******* Customer Success team to reach a resolution.

Customer Answer
Date: 02/28/2024

Complaint: 21244985

I am rejecting this response because: the sales process offered for our service billing does not meet our business needs. We worked with our trainer, ******, at length to thoroughly understand the process being offered. We did multiple walk throughs of the process from start to finished on the "Company Training" platform with ******. We even took time after the trainings to test the process. The process does not meet our needs.
The process given is not as you described. We were given the solution of creating a "project" for each quarter of the year. Then the service done during that particular quarter would be billed to the corresponding "project" for the quarter. Then we would process the sales from there. We expressed our dissatisfaction with this process to ****** during these trainings and that the process does not meet our business needs.
We deny ********* request to continue working with the customer service team to look at further solutions. We do not want to continue working with ******* AT ALL. We will not be continuing forward with any of ********* products. Please confirm termination of our agreement due to frustration of purpose. We will not be bullied into using a product that does not meet our business needs.

Sincerely,

***********************
Customer Answer
Date: 03/01/2024
                                                    03/01/2024

TO:         BBB

FROM: ***********************
                 White **** Mechanical LLC

COMPLAINT # ********

I, *********************************-Owner of White **** Mechanical LLC,would like to inform the BBB that my complaint against ******* on February 4,2024 and all following correspondences are now RESOLVED upon the completion of a settlement agreement with ******* and myself.
******* has agreed to terminate our ProContractor One agreement and to waive all future fees associated with the agreement upon the following settlement terms:
******* **** can agree to terminate the ProContractor One agreement signed 10/13/2023 by White **** Mechanical LLC and will waive any future fees subject to executing a mutual settlement agreement and that *********************** provides a letter to Better Business Bureau ("BBB") with a copy to ******* requesting that BBB update the status of her complaint (ID ********* to "resolved" and that BBB make the complaint details nonpublic.

I request that the BBB update the status of this complaint to resolved and to make the complaint details nonpublic.

Sincerely,

***********************
Co-Owner
White **** Mechanical LLC
Initial Complaint
Date:09/14/2023
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.
Recently Trimble has started to force me to go through an advertisement for new subscription software on my paid perpetual license every time said software is started up. I paid for the product I'm using I have no interest in their subscription services. Customers shouldn't be forced to go through ads to use their paid product
Business Response
Date: 09/26/2023
The described action is unintended. We have reached out to this customer to provide instructions on how to avoid this popup. See instructions below:
For additional information or instruction please contact Sketchup Support.
First: Click "Start modeling" at the bottom of the dialog. That should do the trick. But if that's not working (or maybe the start modeling button isn't visible for this customer), then...
Second: Find the PrivatePrefences.json file
On Windows: Go to Local Disk > Users > [USER] >AppData > Local > SketchUp > [the version of SketchUp being used]> SketchUp
On Mac: With Finder in focus, open the Go menu and hold the option key. Then select Library > Application Support > SketchUp [the version of SketchUp being used] > SketchUp

Third: Open PrivatePreferences.json using a text editor

Fourth: Near the top of the .json look for "lastSeenMarketingNotificationID". Modify this text to "lastSeenMarketingNotificationId":2,
This will bypass the current message about the latest update. But, if this person would not like to see any of the messages that might display in the future, they could modify this to a much higher number (like 40 instead of 2). This would prevent messages from displaying for the foreseeable future.
Customer Answer
Date: 09/27/2023

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. Though I will note that their assertion that the cause was unintentional is in my opinion false and their user specific resolution method will not help other customers of their past products and may be a source of further complaints of others towards the company.

Sincerely,

*******************
Initial Complaint
Date:07/15/2023
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.
I am a self-employed draftsman that takes pride in providing services with intergrity and quality. As of now, in the construction industry, Trimble has a large market share of the software and products needed in order to perform at the level I provide my cleints. That is I use AutoCAD MEP to draft and utlize Trimbles database add on "East Coast CAD" and I purchased the Trimble TX7 Laser Scanner from a Trimble 3rd party seller Building Point in Late 2020. The Laser Scanner is put to great use whenever I obtain a project that would need this equipment. However, being that I am one man band, I do not obtain anymore than **** scan projects per year. That being said, at the time I purchsed the scanner I put down $20,000 of my hard earned money and pay $500 per month in which roughly $10,000 is still left on the loan. Also, when I purchased this scanner there was no stipulations that I would need to purchase a subscribtion in order to use the scanner. It has come to my attention that a new policy is in place that I can not update my scanner or tablet without buying a maintenance package for the tablet and scanner itself. Roughly $5,500 per year. It is also in the works that if we don't purchse the tablet subscribitiopn that we will be locked out from using it. I'm not some big company who can afford this cost. Especially when at that cost I would not be making a profit when I don't scan that often. Not only do I have an issue with the scanner police, but now with ECC I heard they will not be updating the software, so why would I have to pay for the support for ECC each year when they are pushing another BIM software for a different drafting product? Revit is not going to save me money and I've seen Trimble falsly advertise AutoCAD as not being BIM when that's not correct. This companys customer service and direction are terrible now a days
Customer Answer
Date: 07/15/2023
I did not finish the last complaint as I what I want Trimble to do is to buy this scanner back from me. And NOT BUILDING POINT! it's not their fault Trimble is changing their policies that are putting people like me in a bind. I want them to buy my scanner because I can't find anyone to buy it. I will sell it for $30,000. As far as East Coast CAD goes, I want a different rate in the future if they plan on not updating ECC to work with AutoCAD **** and beyond. Or they should allow us to get access so we can update it ourselves to work with **** and beyond. But, I will not take no for an anwser pertaining to buying the scanner back. It's not fair to do this to me when I spent so much money on their equipment. $20,000 down is most money I've spent at one time on anything for my business and I was very proud of it at the time and now they are ruining it by being bullies, so I want them to buy it back and I'm not even asking for full price at $46,000. I'll take $30,000 as I can't afford to keep it in the future with these new policies. I can't even upgrade the scanner as it is now.
Initial Complaint
Date:02/17/2023
Type:Product 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.
Transaction date: 25-Jun-2021 Account Number associated with my purchase: ******* I am a Landscape Architect who used to work for *********************., a design firm based in ******* ******., *********** asked me to make a purchase for a software called SketchUp from a company called Trimble Inc. with my credit card information, for an annual subscription for 2021 period on June 25, 2021. Then, I was laid off and I am no longer associated with EDA anymore since March 2022. I noticed my credit card was charged again $299 usd on June *****th, 2022 by Trimble again for the period of 2022. At the time, I did not realize this software purchase was on a subscription renewal on annual basis, an honest mistake from my part. I was simply trying to assist my company (EDA) that I worked for with the software purchase. Furthermore, since my departure from EDA, nobody used the software as I was the only one who had the expertise to use this software there. Trimble Inc. can easily verify this by checking online account information associated with the software. I contacted Trimble Inc. via email at *********************** two times; however, regrettably, they chose not to reimburse me for a service / product I did not use. (SketchUp software in this case). I am very disappointed with their response. I understand they have rules and policies in place. But, I am a victim here and wrong is wrong. I was just simply an employee for EDA ( my previous company ) whose credit card and information were used for the purchase. So essentially, this is a service that has never been rendered and I did not make this purchase knowingly for 2022 subscription period. $299 is a lot of money for me. $299 out of my pocket means I cannot afford to put food on the table as I am unemployed since my departure from EDA. I hope Trimble Inc. understands my concern and chose to do what is right, and refund me for the service that I have never received. I will be grateful for your kind help.
Customer Answer
Date: 03/13/2023
Hi ****,

Thank you very much for your kind help. The last time I communicated to the company (Trimble), they responded to my complaint via email on 6 Feb 2023.

I received the first email from them on Tue, 24 Jan 2023 which was not affirmative. Then second time I contacted them again to appeal my case. They responded to my appeal on 6 Feb 2023 as mentioned above via email. So, this was my last communication with the company. Please let me know if you would like me to provide more information.
Best regards,
***********************
*****************
*************************************

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