ComplaintsforCougar Mountain Software, Inc.

• Initial Complaint

  10/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On August 29, 2022 we purchased software, training & services from Cougar Mountain Software in the amount of $13,842. Cougar Mountain Software was to install the software, complete training & convert our historical data into their software so that we could run reports for year to year comparison. We have raised complaints to management only to be told repeatedly to give them two ************ would have it completed. This has been going on since July of this year. They have now hired an outside company to do the conversion who is asking for our raw data to start the entire process over. We would like our money returned because we have waited entirely too long for this conversion & do not feel they have been upfront or honest with us about a lack of staff, expertise or work that is being completed on our project. We only gained access to the actual software itself a full year after our purchase. We cant see being in a business relationship for years to come for our accounting software when this is how things are starting out. We have attached a timeline of events with Cougar Mountain, two emails from *********** that document promises to complete the conversion & an email from this October where they have admitted that they have not provided the services but will only offer a refund the portion of fees related to the software licenses. We would like to bring to the BBBs attention that they are fraudulently listing themselves as A+ rated. A PDF screen shot of the website is also attached.

  Business response

  11/21/2023

  We have been communicating clearly with ***** since her purchase, as you can see from the attached log/timeline.
  
  To start at the beginning, we made it clear throughout the sales cycle, before she even purchased, that conversion services require significant effort on both sides. It requires back and forth to make sure the historical data is being interpreted and translated across to the new system appropriately. ***** had multiple product demonstrations before pulling the trigger and implementation/conversion was discussed at length.
  
  Despite this, after purchasing and once our team did the first stage of conversion, it took ***** much time to review the data and let us proceed with the next steps.
  
  She purchased it on 8/29/2022, and we began implementation and conversion immediately after. She had full access to the software from 9/1/2022 and had many training sessions as well.
  
  Things seemed to be going smoothly enough until 11/1/2022.From November 2022 to February 2023, ***** did not communicate or reply to our many requests for her to review the data that we worked on. Communication was spotty and infrequent, ***** continued to have her training sessions with our trainer.
  
  Then, on 3/9/2023, ***** informed our trainer that she wanted to switch from the nonprofit version of our software to the for-profit business version of our software due to advice from her accountant.
  
  We agreed to do this at no additional charge, even though it meant we would need to start from scratch on implementation, training, and conversion of the data.
  
  We did the setup and were beginning to work on conversion services again in May 2023. We also extended her subscription term to accommodate her as best we could.
  
  That summer, it was the same story with ***** not reviewing the data we converted, and not providing the required feedback.
  
  In July 2023, ***** reached out to me to get a full refund on the software. She cited issues with conversion as the main problem, but she also talked at length about various product features she didn't like or wish we had in our software, even though she had multiple software demos before purchasing. She also mentioned she had purchased another software and did want to use our software.
  
  It is the responsibility of the user/client to vet the ********************** thoroughly before proceeding with a purchase. Our sales team had multiple product demonstrations and conversations to go over everything with her. She knew the product map and features included in the software fully ahead of purchasing. It is not our policy, nor the policy of any business, to provide a refund because the customer changed their mind about how they feel about the product over a year later.
  We have multiple emails and documentation to show are communications with ***** if you would like to review them. 

  Business response

  11/21/2023

  Additional documentation. The reason we did not reply sooner was we could not access our account we have contacted ***** and ***** for help in resolving this issue.

  Thank you.

  ******

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